Information Services Technician II or III (Depending on Experience)

About the role

First Choice Community Healthcare is seeking a versatile, customer-focused Information Services (IS) Technician to join their lean, high-impact IT team. This role supports over 360 users across seven regional clinic sites, requiring a mix of user support, endpoint management, and field services.

Key Responsibilities (Both Levels)

• User Support & Field Services: Troubleshoot Windows 10/11 endpoints, peripherals, network cabling, and local hardware/software failures.
• Modern Workplace Support: Maintain and support Microsoft 365 cloud-hybrid ecosystem, including E5/Business Premium features, Teams, Office applications, and emerging AI tools.
• Clinical Systems Support: Assist staff with web-based applications like Dentrix and Cerner (deployed via Citrix).
• Telphony & VoIP Support: Deploy and support voice equipment, manage user directories, configure softphones, and resolve basic dial-tone or connectivity issues.
• Service Desk Efficiency: Log, categorize, track, and resolve support requests using Freshservice ITSM platform, ensuring great user communication and meeting SLA goals.
• Deployments & Lifecycle: Stage, image, deploy, and maintain PCs, dual-monitor workstations, printers, and mobile devices across multiple physical sites.
• Patient Safety & Data Security: Adhere to healthcare compliance standards, HIPAA guidelines, and endpoint security best practices.

Tiers & Qualifications

Option A: Information Services Technician II

• Experience: Minimum of two (2) years of hands-on IT Help Desk, Desktop Support, or Field Services experience.
• Technical Skills: Deep familiarity with Windows 10/11 troubleshooting, Microsoft 365, basic user provisioning in Active Directory/Entra ID, and endpoint hardware setups.
• Telephony: Experience setting up desktop IP phones, provisioning user accounts, managing voicemail PINs, and setting up softphone apps (Webex, Teams, or Cisco Jabber).
• Process: Experience working within an active IT ticketing system (Freshservice, Jira, Zendesk, etc.) with a strong focus on ticket resolution and customer satisfaction.
• Certifications: CompTIA A+ or Network+ is highly preferred.

Option B: Information Services Technician III

• Experience: Minimum of four (4) years of progressive, hands-on IT support and field services experience.
• Education: Associate's Degree in IT/Computer Science OR equivalent completion of a formal, accredited technical IT training program, or ongoing industry-recognized technical learning.
• Technical Skills: Advanced endpoint diagnostics, basic networking (switches), Citrix receiver configuration, and advanced Microsoft 365 / Entra ID administration.
• Telephony & VoIP Admin: Experience with advanced phone administration (hunt groups, auto-attendants, call routing rules) in Cisco or modern cloud-based VoIP platforms, and readiness to support VoIP migrations.
• IT Service Management (ITSM): Strong, proven understanding of modern service desk workflows (Incident Management, Service Requests, Change Control) and a history of contributing to process improvements and technical documentation.
• Certifications: Modern, industry-recognized certifications preferred (e.g., CompTIA Network+, Security+, or Microsoft 365 Endpoint Administrator / MD-102).

Requirements

• Minimum Education and Experience: High School Diploma or currently enrolled in a higher education program pursuing accreditation in a Computer Science or Informational Systems related field.
• Working Conditions & Travel: Must possess a valid driver’s license, reliable personal transportation, and insurance for periodic travel between clinics (mileage reimbursement provided).
• Physical Demands: Must be able to lift up to 50 lbs, crawl under/around desks to route cables, and assemble physical desktop setups.
• Interpersonal Communication: Strong interpersonal communication skills are essential to work effectively with clinical staff, providers, and administration.