IT Technician

About the role

The IT Technician is a Tier 1 support role responsible for providing advanced technical assistance to staff across all agency sites. Serving as the escalation point for complex support issues, IT Technicians troubleshoot hardware, software, network, and peripheral problems that cannot be resolved by frontline support staff. This role requires on-site presence as needed, hands-on issue resolution. The IT Technician plays a key role in supporting new systems introduced by the IT department and ensuring effective adoption across the agency.

Responsibilities

• Respond to escalated service requests from the IT Support team, resolving complex issues related to hardware, software, peripherals, and networking.
• Work closely with the Systems & Security administrator to resolve advanced support issues and collaborate on troubleshooting strategies.
• Provide on-site support at agency locations as needed for escalated issues, deployments, or projects.
• Collaborate with the Director of IT & Security to support the rollout and maintenance of new systems and technologies across the organization.
• Aid in configuring, imaging, deploying, and maintaining laptops, desktops, mobile devices, printers, and VoIP phones.
• Utilize the IT ticketing system to document, track, and resolve assigned tickets efficiently and thoroughly.
• Perform diagnostics and basic network troubleshooting for switches, access points, and other network infrastructure components under guidance from the systems team.
• Participate in testing and documentation of new systems to support successful adoption by users and ensure Tier 1 support readiness.
• Update and maintain technical documentation and support knowledgebase content.
• Make updates to KB (Knowledge Base) documentation when procedures change or new support workflows are implemented.
• Provide informal training or guidance to staff on agency tools, applications, and device usage.
• Aid in maintaining accurate hardware inventory, including labeling, asset tracking, and lifecycle management.
• Coordinate with vendors for hardware repairs, warranty claims, and replacement equipment as directed.
• Run low-voltage cabling for cameras, door access systems, and other networked devices as needed.
• Terminate and test RJ11 and RJ45 cable runs, ensuring proper connectivity and compliance with wiring standards.
• Consult with the Director of IT & Security to coordinate external vendor support for specialized work related to physical security, telecom, or large-scale installations.
• Support equipment setup for new employees, office moves, and reconfigurations.
• Contribute to technology projects by providing onsite assistance, installation, and user support.
• Participate in departmental meetings and contribute feedback on service delivery improvements and recurring issues.
• Participate in on-call rotation to provide after-hours support coverage as needed.
• Maintain an understanding of and adherence to HIPAA regulations, data security practices, and agency IT policies.
• Perform other related duties as assigned by the Director of IT & Security or CTO.

Requirements

• Associate's degree in information technology or related field, or equivalent technical experience.
• At least 2 years of hands-on experience in IT support or technical troubleshooting roles.
• Strong working knowledge of Microsoft 365, Windows OS, and end-user device support.
• Familiarity with ticketing systems and documentation best practices.
• Ability to diagnose and resolve issues with desktops, laptops, printers, and peripheral devices.
• Excellent communication and interpersonal skills.
• Valid driver’s license and reliable transportation for travel to agency sites.

Qualifications

• Preferred Experience with Active Directory, basic networking, and Microsoft Exchange.
• Experience terminating and testing Ethernet and phone lines (RJ11/RJ45).
• Familiarity with VoIP, camera systems, door access systems, and low-voltage cabling.
• CompTIA A+, Network+, or equivalent certifications.
• Experience working in healthcare or non-profit organizations.