It Support Technician

Position Description

The IT Support Technician position is crucial in providing technical support to help ensure the smooth operations of the agency’s IT systems. This position involves resolving end-user issues, troubleshooting hardware and software, networking, and telecommunication issues.

The IT Support Technician will work closely with the head of IT, Sr. Systems Administrator & the Support Technicians to help perform the necessary helpdesk ticket monitoring, troubleshooting, ticket completion and customer satisfaction. He will provide level-1 support for helpdesk-related problems and work with external IT vendors as needed.

Essential Job Functions

The following duties are mandatory requirements of the job:

• Resolves complex hardware, software, integration, and operating system-level problems in the agency's desktop, mobile computing, and network environments.
• Assists with complex problem diagnosis, documentation, and resolution. Identifies problems, applies optimum solutions, and communicates the resolutions.
• Add, remove, and update Active Directory objects and provisioning users on Office 365/Microsoft 365 or other database applications during new hire & employee offboarding.
• Help computer move during staff relocation within different floors or between other sites, including lifting and carrying computer equipment (CPU, Monitor and printers etc.)
• Help Provision cell phones using Miradore MDM/Microsoft Intune and maintain inventory for cell phones, laptops & desktop computers agency-wide.
• Deployment of client software applications to agency workstations using PDQ software. Create and submit reports of all software and hardware from PDQ inventory software.
• Monitor the security camera systems regularly and download/extract video footage(s) during any client/staff incident.
• Support Primary care and dental department at the clinic & mobile unit for issues. i.e. eClinicalWorks, Dental applications (i.e. Dentrix/Dexis).
• Troubleshoot and provide technical support to end users through Desk Side or remotely that includes any hardware/software issues and closes support tickets in a timely manner.
• Work closely with other IT team members, and escalate technical issues to the Sr. Systems Administrator/Sr. Technicians or supervisor, and consult with the external vendor resources if necessary.
• Provide support for Polycom phone systems, fax/printer & papercut print monitoring software
• Configure and troubleshoot desktop applications, Office 365/MS TEAM etc..
• Integrate hardware into existing network environments. This includes establishing the network, file server access, email/office 365 and print server connectivity configuration.
• Install, integrate, troubleshoot and solve network client operation problems, offsite user connectivity i.e. VPN/LogMeIn.
• Conducts technical research and recommends purchasing hardware, desktop, and peripheral systems.
• Be proactive during the downtime of IT infrastructure i.e., server/network, primary applications, telecommunications, etc..
• Strictly follows the agency’s change management policy during key infrastructure changes.
• Ability to work independently, as well as in a team environment
• Ability to multitask and dynamically prioritize tasks with proven time management
• Other duties assigned by the CIO or Sr. Systems Administrator.
• Frequently visits different agency sites, including the medical/dental mobile VAN, data centers & storage facility within the city as needed.
• Flexible to work after hours if necessary or on call for weekend coverage.

Education and Experience

• A minimum associate degree or similar experience.
• Any IT vendor certification such as CompTIA A+, or Network+ is preferred.
• At least one year of equivalent experience in IT technical support.
• Experience provisioning mobile devices (Smartphones/tablets/laptops), desktop computers and other technical equipment.
• Experience with server operating systems Windows Server 2016 and higher is preferred
• Requires in-depth knowledge of personal computing, Windows PC/Workstation-based network systems, TCP/IP protocols, client functions and applications, and Active Directory/Domain.
• Experience with cloud applications, Office 365/Microsoft 365 (MS Intune etc.)

Special Skills and Knowledge

• Ability to efficiently manage multiple tasks
• Self-starter that exhibits a high level of attention to accurate detail
• Ability to communicate effectively, both orally and in writing
• Ability to absorb and retain information quickly
• Highly self-motivated and directed with keen attention to detail