IT Support Technician II

 Position Title: IT Support Technician II
Department: Information Technology
Reports To: IT Lead
Status: Non-Exempt
 

Purpose of Position:
The IT Support Technician will utilize their technical knowledge to provide IT support to agency employees. This position is responsible for completing assigned work requests, assisting the IT Support Lead with maintaining the technology of the organization, and performing “first-action” troubleshooting support for critical issues.

Essential Functions:

• Provide technical support to staff/teams as requested
• Complete assigned tickets/orders for IT support in a timely manner, while ensuring continuous communication with ticket owner until closed.
• Assist IT Support Lead in performing preventative hardware and software maintenance as required to ensure continuous operations to the highest extent possible.
• Properly maintain Active Directory and other authentication systems by assign new user accounts, groups, etc. as necessary. Deactivate logins when no longer needed in a timely manner according to IT policy and procedure.
• Perform installation and configuration of Agency computer systems and networking components
• Assist IT Support Lead with the management of network connectivity throughout the Agency. 
• Monitor and manage data entered into the PM/EHR/EDR systems and work with the training department to ensure uniform data entry by staff.
• Be the liaison between PM/EHR/EDR vendors and staff as necessary.
• Must be highly available and responsive to requests, including on-call time as assigned.
• Travel as necessary to agency sites
• Other duties as assigned by the IT Support Lead or IT Director

This job description shall include, but is not necessarily limited to, the above duties. May temporarily perform other duties assigned to maintain operations and services.

General Qualification and Requirements:
Requires a high school diploma or equivalent. Associates degree or higher preferred. Must possess a solid technical understanding of computer systems, networking, client/server applications, etc. Must be able to think critically and troubleshoot problems utilizing all available resources. Needs to be able to work alone and in groups and to work on multiple projects simultaneously.  

Knowledge, Skills, and Abilities:

• High degree of technical understanding, including but not limited to desktop and server operating systems, network design and function, and ability to analyze and resolve complex issues
• Must be detail oriented and able to multi-task
• Must be available to work extended hours when the need arises
• Familiarity with desktop, notebook, handheld, and server computer hardware
• Familiarity with local and wide area network design, security, implementation, and operation
• General knowledge of business processes and their interrelationships
• Ability to engage with staff needs, process improvement, etc. 
• Effective verbal and written communication skills
• Self-motivator, independent, cooperative, and flexible