INFORMATION SERVICES TECHNICIAN

Care Resource Community Health Centers, Inc.•Miami, FL

1d•Hybrid

About The Position

This role provides daily technical support to all end users across multiple locations, including main buildings, a data center, and additional facilities. The technician will serve as primary Level 1 support within a structured, documented helpdesk system, ensuring all support requests are properly ticketed, tracked, documented, and resolved in accordance with departmental protocols and service standards. The position requires delivering both on-site and remote technical assistance for a variety of hardware and software issues, supporting a Windows Active Directory environment, managing email accounts, imaging and deploying computers, and performing system maintenance. Strong customer service, professionalism, and effective communication are essential. The role also involves maintaining documentation, assisting with IT asset inventory, and collaborating with other IT staff and vendors. Adherence to IT policies and procedures related to security, access control, and change management is critical. The position also emphasizes a 'Culture of Service' focusing on Compassion, Competency, and Commitment, as well as adherence to safety protocols.

Requirements

Provide daily technical support to all end users across multiple locations.
Serve as primary Level 1 support within a structured, documented helpdesk system.
Deliver both on-site and remote technical assistance.
Diagnose and resolve issues related to desktops, laptops, phones, printers, peripherals, network connectivity, and approved software applications.
Support and maintain a Windows Active Directory environment.
Create, manage, and modify user email accounts and distribution groups within Microsoft Exchange and Office 365.
Image, configure, deploy, and replace end-user computers and laptops using standardized deployment tools and procedures (e.g., Windows Deployment Services, PDQ, Microsoft Intune).
Install, update, and maintain operating systems, productivity software, and approved business applications.
Perform scheduled and unscheduled hardware and software maintenance.
Ensure reliable network connectivity for all endpoints.
Provide support for telephony and communication systems.
Maintain accurate documentation of all technical activities, user interactions, configurations, and resolutions within the ticketing system.
Assist with maintaining an accurate inventory of all IT assets.
Follow strict IT policies and procedures related to security, access control, data storage, escalation, approvals, and change management.
Collaborate with other Information Services staff, vendors, and internal teams.
Participate in departmental meetings, training sessions, and organizational development activities.
Demonstrate a strong customer service mindset, professionalism, and effective communication.
Greets internal or external customers with courtesy, making eye contact, responding with a proper tone and nonverbal language.
Listens to the internal or external customer attentively, reassuring and understanding of the request and providing appropriate options or resolutions.
Provides services required by following established protocols and when needed, procure additional help to answer questions to ensure appropriate services are delivered.
Takes initiative and anticipates internal or external customer needs by engaging them in the process and following up as needed.
Prioritize internal or external customer requests to ensure the prompt and effective response is provided.
Ensures proper handwashing according to the Centers for Disease Control and Prevention guidelines.
Understands and appropriately acts upon the assigned role in Emergency Code System.
Understands and performs assigned roles in the organization’s Continuity of Operations Plan (COOP).

Nice To Haves

Communicate updates to the Information Services Assistant as required.
Participates in health center developmental activities as requested.
Other duties as assigned.

Responsibilities

Provide daily technical support to all end users across multiple locations, including main buildings, a data center, and additional facilities as the organization expands.
Serve as primary Level 1 support within a structured, documented helpdesk system, ensuring all support request are properly ticketed, tracked, documented, and resolved in accordance with departmental protocols and service standards.
Deliver both on-site and remote technical assistance, diagnosing and resolving issues related to desktops, laptops, phones, printers, peripherals, network connectivity, and approved software applications.
Support and maintain a Windows Active Directory environment, including creating, modifying, and disabling user accounts, managing permissions, and ensuring access aligns with onboarding, offboarding, and access request procedures.
Create, manage, and modify user email accounts and distribution groups within Microsoft Exchange and Office 365, ensuring proper access, security, and compliance.
Image, configure, deploy, and replace end-user computers and laptops using standardized deployment tools and procedures (e.g., Windows Deployment Services, PDQ, Microsoft Intune).
Install, update, and maintain operating systems, productivity software, and approved business applications, ensuring all installations comply with organizational standards and receive required approvals.
Perform scheduled and unscheduled hardware and software maintenance, including system upgrades, troubleshooting performance issues, and replacing defective equipment.
Ensure reliable network connectivity for all endpoints by assisting with network troubleshooting, installing and maintaining network cabling, and escalating issues appropriately when required.
Provide support for telephony and communication systems, including softphones, desk phones, voicemail, and related hardware, while following established procedures.
Maintain accurate documentation of all technical activities, user interactions, configurations, and resolutions within the ticketing system, ensuring audit readiness and knowledge continuity.
Assist with maintaining an accurate inventory of all IT assets, including computers, peripherals, network devices, and software licenses.
Communicate updates to the Information Services Assistant as required.
Follow strict IT policies and procedures related to security, access control, data storage, escalation, approvals, and change management to protect organizational systems and sensitive data.
Collaborate with other Information Services staff, vendors, and internal teams to support system upgrades, new site deployments, and organizational growth initiatives.
Participate in departmental meetings, training sessions, and organizational development activities to stay aligned with evolving technologies, policies, and service expectations.
Demonstrate a strong customer service mindset, professionalism, and effective communication when supporting staff, vendors, and external partners.
Perform other related duties as assigned by Information Services department management to support operational continuity and organizational needs.