IT Support Technician

The Information Technology (IT) Support Technician provides frontline (Tier 1) and limited Tier 2 technical support for agency staff across Windows, macOS, iOS/iPadOS, and standard business applications. This role is responsible for first-contact timely issue resolution, accurate ticket documentation, endpoint lifecycle support, and effective escalation in accordance with agency Standard Operating Procedures (SOPs). The position supports day-to-day IT operations while adhering to Health Insurance Portability and Accountability Act (HIPAA) and Health Information Technology for Economic and Clinical Health (HITECH) requirements for systems handling Electronic Patient Health Information (ePHI).

Essential Duties and Responsibilities

•  Deliver responsive IT support via phone, email, chat, and walk-in; log and prioritize incidents in the ticketing system.
•  Resolve common issues at first contact, such as password resets, Multi-Factor Authentication (MFA), account unlocks, basic app errors, printer/peripheral setup; escalate per SOP and Service Level Agreements (SLA).
•  Assist with endpoint lifecycle management: provisioning/deprovisioning, OS/application updates, patching, and health monitoring using Remote Monitoring and Management (RMM) and endpoint tools.
•  Support Microsoft 365 and Active Directory tasks (password resets, group membership updates, Role-Based Access Control security profiles).
•  Participate in onboarding/offboarding (device setup, email/MFA, standard apps, training, asset collection).
•  Maintain accurate IT asset inventory and contribute to IT Asset Management (ITAM) practices.
•  Follow documented SOPs and knowledge base articles; contribute improvements.
•  Handle tickets involving PHI/ePHI securely per HIPAA/HITECH guidelines.
•  Promote security awareness and report suspected incidents promptly.
•  Provide just-in-time user guidance; assist in creating quick reference guides and training materials.
•  Assists in the implementation of the agency’s policies and procedures.
•  Is mindful of and integrates Trauma-Informed Care and its five principles in all duties and interactions with fellow staff, residents, and external partners.
•  Maintains compliance with all required rules and regulations including Federal Confidentiality (42 CFR, Part 2), HIPAA, Medicaid and/or Housing and Urban Development (HUD), and any others.
•  Carries out additional duties essential to the above stated responsibilities as assigned.
•  Regular attendance at work location and travel between facilities as needed.
•  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
•  Other duties may be assigned

Qualifications

•  Education/Experience: Associate’s or equivalent experience in hands-on IT support.
•  Certifications (preferred): CompTIA A+, Network+, Microsoft 365/Endpoint credentials.
•  Technical Skills:
• Basic Active Directory (AD) and M365 administration and endpoint management.
• Windows 10/11 troubleshooting in domain environments.
• Networking fundamentals including Transmission Control Protocol/Internet Protocol (TCP/IP), Domain Name System (DNS), and basic troubleshooting.
• Familiarity with Intune or similar endpoint management tools.
• Image/Deployment experience (preferred).
•  Healthcare IT: Exposure to Electronic Medical Records/Electronic Health Records (EMR/EHR) workflows and HIPAA compliance.
•  Strong customer service, communication, and time management.
•  Must have a valid New York State driver’s license and reliable automobile as travel between program locations will be required.