INFORMATION SERVICES TECHNICIAN

Essential Job Responsibilities

• Provide daily technical support to all end users across multiple locations, including main buildings, a data center, and additional facilities as the organization expands.
• Serve as primary Level 1 support within a structured, documented helpdesk system, ensuring all support request are properly ticketed, tracked, documented, and resolved in accordance with departmental protocols and service standards.
• Deliver both on-site and remote technical assistance, diagnosing and resolving issues related to desktops, laptops, phones, printers, peripherals, network connectivity, and approved software applications.
• Support and maintain a Windows Active Directory environment, including creating, modifying, and disabling user accounts, managing permissions, and ensuring access aligns with onboarding, offboarding, and access request procedures.
• Create, manage, and modify user email accounts and distribution groups within Microsoft Exchange and Office 365, ensuring proper access, security, and compliance.
• Image, configure, deploy, and replace end-user computers and laptops using standardized deployment tools and procedures (e.g., Windows Deployment Services, PDQ, Microsoft Intune).
• Install, update, and maintain operating systems, productivity software, and approved business applications, ensuring all installations comply with organizational standards and receive required approvals.
• Perform scheduled and unscheduled hardware and software maintenance, including system upgrades, troubleshooting performance issues, and replacing defective equipment.
• Ensure reliable network connectivity for all endpoints by assisting with network troubleshooting, installing and maintaining network cabling, and escalating issues appropriately when required.
• Provide support for telephony and communication systems, including softphones, desk phones, voicemail, and related hardware, while following established procedures.
• Maintain accurate documentation of all technical activities, user interactions, configurations, and resolutions within the ticketing system, ensuring audit readiness and knowledge continuity.
• Assist with maintaining an accurate inventory of all IT assets, including computers, peripherals, network devices, and software licenses.
• Communicate updates to the Information Services Assistant as required.
• Follow strict IT policies and procedures related to security, access control, data storage, escalation, approvals, and change management to protect organizational systems and sensitive data.
• Collaborate with other Information Services staff, vendors, and internal teams to support system upgrades, new site deployments, and organizational growth initiatives.
• Participate in departmental meetings, training sessions, and organizational development activities to stay aligned with evolving technologies, policies, and service expectations.
• Demonstrate a strong customer service mindset, professionalism, and effective communication when supporting staff, vendors, and external partners.
• Perform other related duties as assigned by Information Services department management to support operational continuity and organizational needs.

Culture of Service: 3 C’s
Compassion

• Greets internal or external customers (i.e. patient, client, staff, vendor) with courtesy, making eye contact, responding with a proper tone and nonverbal language.
• Listens to the internal or external customer (i.e. patient, client, staff, vendor) attentively, reassuring and understanding of the request and providing appropriate options or resolutions.

Competency

• Provides services required by following established protocols and when needed, procure additional help to answer questions to ensure appropriate services are delivered

Commitment

• Takes initiative and anticipates internal or external customer needs by engaging them in the process and following up as needed
• Prioritize internal or external customer (i.e. patient, client, staff, vendor) requests to ensure the prompt and effective response is provided

Safety
Ensures proper handwashing according to the Centers for Disease Control and Prevention guidelines.
Understands and appropriately acts upon the assigned role in Emergency Code System.
Understands and performs assigned roles in the organization’s Continuity of Operations Plan (COOP).

Contact Responsibility:

Will have frequent contact with staff at all Care Resource locations and will have occasional contact with external parties, vendors, and technical support representatives as necessary.

Other
Participates in health center developmental activities as requested.
Other duties as assigned.

Experience

Required

• 1 year(s): A minimum of (1) one year of experience in IT related field

Education

Required

• High School or better in Other

Preferred

• Associates or better in Network Systems Administration

Licenses & Certifications

Required

• CompTIA A+

Preferred

• Microsoft - MCP
• Cisco - CCNA (S/R)

Skills

Required

• Written Communication
• Wireless Network
• Team Player
• Windows
• Support
• Programming
• Multitasking
• Microsoft Office
• Phone etiquette
• Helping Others
• Patience
• Software
• Phone Systems
• Verbal Communication
• Oral Communication
• Operating Systems
• Information Technology
• End User Support
• Enthusiastic
• Desktop Management
• Desktop Applications
• Customer Service
• Customer Focus
• Courteous
• Coordination
• Computer
• Communication
• Client Support
• Checking for Accuracy
• Applications

Behaviors

Required

• Enthusiastic: Shows intense and eager enjoyment and interest
• Team Player: Works well as a member of a group
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Dedicated: Devoted to a task or purpose with loyalty or integrity

Motivations

Required

• Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.