Network Information Technology Support Technician
Front-line IT support technician for Citizen Advocates' multi-site healthcare network: resolves hardware, software, network, and account issues via tickets, Teams, email, and on-site visits, plus device deployment, hardware installs, and asset tracking, all under HIPAA-compliant confidentiality standards.
- Compensation
- Not disclosed
- Location
- Creighton Road - Malone, NY 12953
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- Not specified
- Category
- It support
- Posted
Skills
Must have
- Excellent verbal and written communication skills
- Excellent interpersonal and customer service skills
- Ability to explain technical issues to technical and nontechnical staff and customers
- Strong analytical and problem-solving skills
- Superior understanding of computer hardware and software systems
- Excellent time management skills
- Proficient with Microsoft Office Suite or related software
- Confidentiality in compliance with HIPAA and applicable regulatory standards
- Provide technical support to end users for hardware, software, and network-related issues
- Monitor, prioritize, assign, and resolve support tickets via ticketing system, email, Teams, and walk-ups
- Install, configure, and upgrade workstation hardware and software
- Manage end-user accounts, permissions, and system access
Full description
Summary/Objective:
The Network IT Support Technician provides front-line technical support to staff across the Network’s multi-site healthcare environment, resolving hardware, software, network, and account-related issues through the ticketing system, Teams, email, and on-site visits. The role combines remote troubleshooting with hands-on work including device deployment, hardware installation, asset tracking, and supporting infrastructure projects at clinical, residential, and administrative locations. Success in this role requires strong customer service, sound technical judgment, and consistent handling of confidential information in compliance with HIPAA and applicable regulatory standards.
Essential Functions (Job Duties):
- Provide technical support to end users for hardware, software, and network-related issues.
- Review incoming support tickets for accuracy, completeness, and appropriate scope.
- Communicate with end users to clarify requests and provide timely updates.
- Respond to support requests via ticketing system, email, Microsoft Teams, and walk-up interactions.
- Diagnose, research, and resolve technical issues, escalating when necessary.
- Install, configure, and upgrade workstation hardware and software.
- Manage end-user accounts, permissions, and system access to ensure proper configuration.
- Maintain accurate inventory of hardware and software assets.
- Document system configurations, processes, and troubleshooting steps.
- Monitor, prioritize, assign, and resolve support tickets in accordance with service expectations.
- Deliver user training and guidance on systems, tools, and best practices.
- Provide recommendations and technical input for IT-related purchasing decisions.
- Ensure a high level of customer service through timely and accurate support.
- Stay current with emerging technologies, tools, and industry best practices.
Supervisory Responsibilities:
N/A
Competencies:
- Excellent verbal and written communication skills
- Excellent interpersonal and customer service skills
- Ability to explain technical issues to technical and nontechnical staff and customers
- Strong analytical and problem-solving skills
- Superior understanding of computer hardware and software systems
- Excellent time management skills
- Proficient with Microsoft Office Suite or related software