IT Support Technician

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.