Implementation Specialist I

Position:                       Implementation Specialist I
Classification:              Full-time, Non-Exempt
Reports to:                   IT Portfolio, Change and Training Manager          
Company:                     DePelchin Family Services
Location:                      Houston, TX

Position Description:
The Implementation Specialist I supports the planning, coordination, tracking, and implementation of Information Technology projects and operational initiatives. This position works closely with IT leadership, project stakeholders, and end users to maintain project plans, track tasks and deliverables, coordinate follow-up activities, identify and communicate risks or delays, and support projects through implementation. The position also supports IT change management and service management processes by coordinating requests, maintaining accurate documentation, monitoring workflow activity, and assisting with the administration of the service management platform. In addition, the Specialist provides general software and end-user support as needed to help ensure technology-related requests, incidents, changes, and projects are effectively coordinated and completed.

This role is well suited for an early-career professional with experience in project coordination, implementation, business operations, or technology initiatives who demonstrates strong organization, communication, follow-through, and problem-solving skills.

Primary Responsibilities:

• Assist with maintaining and updating project tasks, timelines, and statuses in Asana in coordination with the IT Portfolio, Change and Training Manager and project leads.
• Support the intake, documentation, and tracking of items in the IT change management queue, helping ensure changes are properly logged, categorized, and routed for approval.
• Assist with scheduling and coordinating change advisory board (CAB) meetings, including preparing agendas, tracking action items, and documenting outcomes.
• Help administer and maintain FreshService, including ticket queue monitoring, workflow/automation configuration support, category and form maintenance, and basic reporting.
• Provide first- and second-level IT customer support, including troubleshooting hardware, software, and application issues and escalating complex issues as needed.
• Monitor and help manage the IT service desk ticket queue to ensure requests and incidents are acknowledged, assigned, and resolved within service level targets.
• Assist with documenting IT processes, procedures, and knowledge base articles to support the service desk and end users.
• Support training coordination efforts, including scheduling sessions, maintaining training materials, and tracking staff completion records.
• Help generate reports and dashboards related to project status, change activity, and service desk performance for IT leadership.
• Assist with software and application support tasks, including basic configuration, user access requests, and coordination with vendors as needed.
• Participate in continuous improvement efforts for IT project management, change management, and service management processes.
• Maintain confidentiality and follow agency policies regarding data security, HIPAA, and CJIS requirements when handling systems and information.

Required Qualifications:

• Associates degree, preferably in Information Technology, Computer Science, Business, or a related field. Relevant experience/certifications may be considered in lieu of formal education
• Minimum one (1) year experience in an IT customer support, help desk, or software/application support role.
• Experience providing end-user technical support in a professional office environment.

Preferred Qualifications:

• CompTIA A+, ITIL Foundation, or similar IT support/service management certifications a plus
• Experience using or supporting project/work management tools (e.g., Asana, or similar) preferred.
• Experience using IT service management platforms (e.g., FreshService, ServiceNow, or similar) preferred.
• Familiarity with IT change management concepts, workflows, and processes a plus.

Knowledge, Skills, and Abilities:

• Basic understanding of IT service management concepts, including incident, request, and change management.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook, Teams) or similar software.
• Strong organizational skills with the ability to track multiple tasks, requests, and deadlines simultaneously.
• Effective written and verbal communication skills, with the ability to explain technical concepts to non-technical staff.
• Strong customer service orientation and a professional, patient approach to supporting end users.
• Ability to learn new software applications and systems quickly.
• Attention to detail and accuracy in documentation and data entry.
• Ability to work both independently and collaboratively as part of a team.

Work Conditions:

• Environment: Office
• Range of Schedule: Mon – Fri, 7:00 a.m. to 5:00 p.m.  Occasional flexibility required to support IT projects, changes, or issues outside normal hours.
• Travel: Occasional

 

DePelchin is committed to selecting and employing the best and most qualified person available for each job opening without unlawful discrimination of any kind. Additionally, DePelchin is committed to providing a work environment free of discrimination and harassment on the basis of race, color, sex (including pregnancy, sexual orientation and gender identity), marital or parental status, veteran status, religion, national origin, age, disability, family medical history, genetic information, or political affiliation.