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.