Job Type

Full-time

Description

Mental Health Association of Nassau County (MHANC) is a not-for-profit membership organization dedicated to improving mental health in our community through advocacy, education, program development, and the delivery of direct services. Our organization is looking for a motivated individual with a calling to help adults with mental illness by becoming an IT Support Engineer.

The IT Support Engineer is responsible for delivering high-quality technical support to the staff of the Mental Health Association of Nassau County, Inc. (MHANC). This includes providing hands-on assistance for hardware, software, and connectivity issues, as well as supporting system maintenance and documentation. The IT Support Engineer plays a key role in the day-to-day operations of MHANC's technology infrastructure, ensuring that staff can operate efficiently and securely in compliance with HIPAA and agency protocols.

This position requires strong customer service skills, troubleshooting ability, and experience working in an MSP or similarly fast-paced support environment. The IT Support Engineer must be adaptable, proactive, and able to work both independently and in collaboration with Solarus and MHANC Staff.

Essential Duties & Responsibilities

Provide onsite and remote support for agency staff experiencing issues with hardware, software, email, printing, connectivity, or system access. Utilize ConnectWise or similar ticketing platforms to document, track, and resolve technical support requests in a timely manner. Support Microsoft 365 (Exchange, Teams, OneDrive, SharePoint), Active Directory, and Windows Server environments. Monitor system health and alerts using RMM tools (e.g., Datto RMM); escalate critical issues as needed. Assist in the configuration, deployment, and troubleshooting of laptops, desktops, mobile devices (iOS/Android), Chromebooks, and Thin Clients. Provide training and guidance to end users on IT tools and best practices, including basic cybersecurity hygiene and file storage protocols. Maintain accurate and up-to-date documentation within ITGlue or Hudu for systems, configurations, passwords, and support procedures. Support general IT projects and technology rollouts in collaboration with Solarus, the Executive Team and Managed Service Providers (MSPs). Assist with user account creation, access provisioning, and deactivation across various systems. Participate in agency security efforts by reporting suspected issues, ensuring proper workstation setup, and adhering to internal policies. Maintain the confidentiality, integrity, and availability of electronic protected health information (ePHI) and other sensitive agency data. Track IT equipment and assist with inventory management, equipment labeling, and asset retrieval or disposal procedures. Perform basic network troubleshooting (e.g., printer, Wi-Fi, LAN issues) and escalate complex problems to appropriate resources. Support agency events and staff onboarding sessions requiring technical setup (e.g., conference room tech, account access, devices). Perform other related duties as assigned by the IT Manager or Executive Team. Requirements

Education & Experience Associate's or Bachelor's Degree in Information Technology, Computer Science, or a related field preferred. At least 1-3 years of experience in a technical support or helpdesk role; MSP experience strongly preferred. Demonstrated proficiency in troubleshooting Windows operating systems, Microsoft 365 suite, and remote desktop tools. Experience with RMM (e.g., Datto RMM), ticketing platforms (e.g., ConnectWise), and documentation systems (e.g., ITGlue or Hudu). Other Qualifications Strong communication and interpersonal skills; able to explain technical solutions to non-technical staff. Detail-oriented and able to manage multiple support requests simultaneously in a fast-paced environment. Familiarity with networking fundamentals (e.g., TCP/IP, DNS, DHCP) and basic Wi-Fi troubleshooting. Awareness of HIPAA regulations and basic data security protocols. Certifications such as AZ-900, CompTIA A+, or similar are a plus. Valid NY State driver's license with clean driving record; ability to travel to agency sites within Nassau County (approx. 25% of time). Ability to lift and move computer equipment (up to 40 lbs.) and work in various office environments. Benefits

MHANC offers an extensive benefits package to full-time employees, which includes: Medical Dental Vision Health Savings Account Flexible Spending Account 403(b) Retirement Plan Life Insurance Paid Time Off Paid Sick & Safe Leave Long Term Disability Short Term Disability Paid Holidays Employee Assistance Program Pre-Tax Commuter Benefit

Salary Description

$72,800 annually