It support technician (53076)

Description

Position Summary: The IT Support Technician serves as a frontline technology support resource for WestCare employees and authorized users. This position provides responsive technical assistance, incident resolution, service request fulfillment, equipment deployment, and user support activities while working collaboratively with Information Technology support, administration, field services, and engineering teams. The role focuses on delivering excellent customer service, resolving technology issues efficiently, promoting technology adoption, and maintaining a positive end-user experience through established service management processes.

Essential Job Functions:

Technology Support and Service Delivery

• Serve as a frontline technology support resource for employees and authorized users.
• Provide technical assistance through approved communication channels, including phone, email, remote support tools, and in-person interactions.
• Respond to incidents, service requests, and technology-related issues in accordance with established service delivery standards.
• Diagnose, troubleshoot, and resolve hardware, software, connectivity, printing, telephony, and peripheral device issues.
• Configure, deploy, maintain, relocate, and retire computers, monitors, printers, mobile devices, telephones, and other technology assets.
• Assist users with Microsoft 365 applications, Microsoft Teams, Microsoft Entra-connected services, approved business applications, and standard workstation technologies.
• Deliver basic technology training and guidance to support effective utilization of organizational technology resources.
• Escalate incidents requiring advanced expertise while ensuring appropriate communication and follow-through with affected users.
• Maintain a professional, customer-focused approach when interacting with employees, leadership, vendors, and other stakeholders.

Service Management and Documentation

• Document incidents, service requests, troubleshooting activities, resolutions, and equipment changes within the organization's approved service management platform.
• Adhere to established service desk procedures, workflows, escalation processes, and service-level expectations.
• Contribute to the development and maintenance of knowledge base articles, technical documentation, user guides, and self-service resources.
• Maintain accurate records of assigned work activities, asset deployments, and support interactions.
• Identify recurring support issues and recommend process improvements, knowledge articles, or training opportunities.
• Assist in maintaining accurate asset inventory information and device lifecycle records.

User Account and Access Support

• Perform authorized user account support activities in accordance with established procedures and delegated permissions.
• Assist with password resets, account verification activities, multi-factor authentication support, and other approved user access requests.
• Support onboarding, offboarding, and employee transition activities as assigned.
• Coordinate account-related requests with Systems Administrators and other technology teams when elevated permissions or specialized expertise are required.

Technology Deployment and Operational Support

• Prepare, stage, configure, and deploy endpoint devices and related technology equipment.
• Assist with workstation moves, office relocations, equipment refresh initiatives, and technology deployment projects.
• Support conference room technology, audiovisual equipment, meeting technologies, and collaboration tools.
• Perform routine operational tasks and technology maintenance activities as assigned.
• Coordinate with vendors and internal departments regarding technology requests, equipment deliveries, and support activities.

Field Services Assistance

• Provide occasional assistance to Field Services personnel during deployments, projects, office moves, and technology initiatives when additional support resources are needed.
• Assist with technology deployments, equipment installations, office relocations, and infrastructure projects at Foundation satellite offices and other organizational locations when required.
• Support field service activities requiring additional staffing resources during technology rollouts, office expansions, facility transitions, or special projects.
• Perform assigned field support activities in accordance with established technology standards and operational procedures.

Other Responsibilities

• Travel occasionally to support organizational technology initiatives, Foundation satellite offices, field service activities, training events, and technology projects.
• Assist with testing, pilot programs, technology evaluations, and special projects as assigned.
• Foster a team-oriented environment that promotes dependability, professionalism, collaboration, knowledge sharing, continuous improvement, and mutual respect.
• Embrace and embody the mission, vision, shared principles, clinical vision, and goals of WestCare Foundation.
• Perform other related duties as assigned.

Qualifications

Qualifications

• Experience providing technical support in a professional service desk, help desk, or end-user support environment.
• Working knowledge of Microsoft 365, Microsoft Entra ID, Windows 11, Microsoft Office applications, mobile devices, and web-based business applications.
• Familiarity with endpoint management, device deployment, and service management platforms.
• Demonstrated ability to troubleshoot and resolve technical issues using established procedures and support resources.
• Strong verbal, written, and interpersonal communication skills.
• Ability to manage multiple priorities and adapt to changing operational needs.
• Ability to work independently while functioning effectively as part of a team.
• Adherence to the highest standards of ethical conduct and confidentiality.
• Professional appearance and demeanor.
• Willingness to seek out new learning opportunities and contribute to the continuous improvement of Information Technology services.
• Ability to travel occasionally as required.

Desired Education

• High school diploma or equivalent required.
• Associate degree, technical school training, relevant industry certifications, or equivalent related work experience preferred.
• Relevant certifications may include CompTIA A+, Network+, Security+, Microsoft Fundamentals certifications, or similar entry-level technology credentials.

Working Conditions

Work is performed primarily in professional office and support environments. A minimum of 40 hours per week is expected. Overtime may occasionally be required. Regular attendance is required. Execution of job duties may occasionally require work outside normal business hours. Occasional travel may be required to support organizational technology initiatives, satellite offices, and field service activities.

Essential Physical and Mental Demands of the Job

The employee must be able to perform the following essential duties and activities with or without accommodation. Physical Demands Requires mobility and physical activity, including standing, walking, sitting for extended periods, bending, reaching, and occasional lifting and carrying of up to 30 pounds. Requires frequent use of computers, telephones, mobile devices, and other technology equipment. Requires fine motor skills necessary for typing, equipment setup, and technology support activities. Requires the ability to safely work with common office and technology equipment. Mental Demands Requires the ability to collect, analyze, and interpret technical and operational information to reach logical conclusions. Requires the ability to work cooperatively with employees, clients, vendors, leadership, and the public. Requires the ability to prioritize competing demands and perform effectively in time-sensitive situations. Requires the ability to maintain professionalism and composure while working under stress and responding to technology incidents.