Information Services Technician II or III (Depending on Experience)

First Choice Community Healthcare•Albuquerque, NM

8d•Hybrid

About The Position

First Choice Community Healthcare is seeking a versatile, customer-focused Information Services (IS) Technician to join their IT team. This role supports over 360 users across seven regional clinic sites in a fast-paced environment where user support, endpoint management, and field services are crucial. The position is flexible-tier, meaning the company is open to hiring at either the Technician II or Technician III level, depending on the candidate's experience. While primarily based at the South Valley hub, the role requires travel to regional locations like Edgewood and Los Lunas for on-site support, with mileage reimbursement provided.

Requirements

High School Diploma or currently enrolled in a higher education program pursuing accreditation in a Computer Science or Informational Systems related field.
Minimum of two (2) years of hands-on IT Help Desk, Desktop Support, or Field Services experience (for Technician II).
Minimum of four (4) years of progressive, hands-on IT support and field services experience (for Technician III).
Deep familiarity with Windows 10/11 troubleshooting, Microsoft 365, basic user provisioning in Active Directory/Entra ID, and endpoint hardware setups (for Technician II).
Advanced endpoint diagnostics, basic networking (switches), Citrix receiver configuration, and advanced Microsoft 365 / Entra ID administration (for Technician III).
Experience setting up desktop IP phones, provisioning user accounts, managing voicemail PINs, and setting up softphone apps (Webex, Teams, or Cisco Jabber) (for Technician II).
Experience with advanced phone administration (hunt groups, auto-attendants, call routing rules) in Cisco or modern cloud-based VoIP platforms, and readiness to support VoIP migrations (for Technician III).
Experience working within an active IT ticketing system (Freshservice, Jira, Zendesk, etc.) with a strong focus on ticket resolution and customer satisfaction (for Technician II).
Strong, proven understanding of modern service desk workflows (Incident Management, Service Requests, Change Control) and a history of contributing to process improvements and technical documentation (for Technician III).
Must possess a valid driver’s license, reliable personal transportation, and insurance for periodic travel between clinics.
Must be able to lift up to 50 lbs, crawl under/around desks to route cables, and assemble physical desktop setups.
Strong interpersonal communication skills are essential to work effectively with clinical staff, providers, and administration.

Nice To Haves

CompTIA A+ or Network+ is highly preferred (for Technician II).
Associate's Degree in IT/Computer Science OR equivalent completion of a formal, accredited technical IT training program, or ongoing industry-recognized technical learning (for Technician III).
Modern, industry-recognized certifications preferred (e.g., CompTIA Network+, Security+, or Microsoft 365 Endpoint Administrator / MD-102) (for Technician III).

Responsibilities

Serve as the hands-on backbone of our IT operation, troubleshooting Windows 10/11 endpoints, peripherals, network cabling, and local hardware/software failures.
Maintain and support our modern Microsoft 365 cloud-hybrid ecosystem (E5/Business Premium features, Teams, Office applications, and emerging AI tools).
Assist staff with daily web-based applications, including Dentrix and Cerner (provisioned via Citrix environments).
Deploy and support voice equipment, manage basic user directories, configure softphones, and resolve basic dial-tone or connectivity issues.
Log, categorize, track, and resolve support requests using our Freshservice ITSM platform, ensuring great user communication and meeting SLA goals.
Stage, image, deploy, and maintain PCs, dual-monitor workstations, printers, and mobile devices across multiple physical sites.
Adhere strictly to healthcare compliance standards, HIPAA guidelines, and best practices for endpoint security.