Network Information Technology Support Technician

## 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:**

1. Excellent verbal and written communication skills
2. Excellent interpersonal and customer service skills
3. Ability to explain technical issues to technical and nontechnical staff and customers
4. Strong analytical and problem-solving skills
5. Superior understanding of computer hardware and software systems
6. Excellent time management skills
7. Proficient with Microsoft Office Suite or related software
8. Confidentiality

• **Physical Demands:**
• **Lifting Requirements:**
• | | | |
• | --- | --- | --- |
• | | **Sedentary** | Lift up to 10 lbs. maximum and occasionally lift and/or carry small items (files, manuals, binders) |
• | | **Light** | Lift up to 20 lbs. maximum with frequent lift and/or carry objects up to 10 pounds |
• | **X** | **Medium** | Lift up to 50 lbs. maximum with frequent lift and/or carry objects weighing up to 25 lbs. |
• | | **Heavy** | Lift 100 lbs. maximum with frequent lift and/or carry objects up to 50 lbs. |
• | | **Very Heavy** | Lift objects more than 100 lbs. with frequent lift and/or carry objects weighing 50 lbs. or more |
• **Physical Demands:**
• | | | | | | | | | |
• | --- | --- | --- | --- | --- | --- | --- | --- | --- |
• | ***Task*** | **0 – 1/3** | **Frequent** | **Constant** | | ***Task*** | **0 – 1/3** | **Frequent** | **Constant** |
• | ***Bending*** | | | **X** | | ***Seeing*** | | | **X** |
• | ***Keying*** | | |