IT Field Technician

• Parenthood Southeast (PPSE) sites. This position ensures that all desktop support activities,
• including site visits and remote support, are performed efficiently and in alignment with
• organizational needs.
• They will manage and complete equipment installations, end user and network systems hardware
• installation and setups, and coordinate light engineering activities including cabling installations,
• knowledge of electrical and phones cabling required. The role will work closely with staff to
• resolve support issues and ensure the smooth operation of all end user systems. Additionally, the
• IT Field Technician will work closely with PPSE’s Managed Services Provider to support other technical needs as
• necessary.

QUALIFICATION REQUIREMENTS

• To perform this job successfully an individual must be able to perform each essential duty
• satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability
• required. Reasonable accommodations may be made to enable individuals with disabilities to
• perform the essential functions.

1. Exceptional verbal and written communication skills, with the ability to explain technical

issues to non-technical users.

1. Ability to work independently and as a team member.
2. Strong Customer Service skills.
3. Excellent problem-solving skills and ability to troubleshoot complex desktop and end user

issues.

1. Strong organizational skills and the ability to manage multiple projects and support tasks

simultaneously.

1. Self-motivated, with the ability to work with little direct supervision.
2. Excellent written and verbal communication skills.
3. Accuracy and attention to detail essential.
4. Professional appearance and attitude.
5. Effective time and priority management skills.
6. Ability to multi-task and handle changing priorities.
7. Ability to effectively handle stress and difficult customer interaction situations.
8. Availability to work flexible hours, including weekends and overnight as required.
9. Ability and willingness to travel to all agency locations.
10. Reliable means of transportation for onsite and off-site work.
11. If using a personal vehicle to drive for work purposes, a valid driver license and current

• auto insurance in compliance with the minimum requirements of GA vehicle code are
• required.

EDUCATION AND/OR EXPERIENCE

1. Associate degree or relevant certification and equivalent experiences required.

Bachelor’s degree preferred.

1. 5+ years of general IT experience and two (2) years of systems and network experience.
2. Strong experience in deploying, managing, and troubleshooting desktop hardware,

operating systems, and applications required.

1. Familiarity with endpoint security tools and best practices, including antivirus software,

DLP, and patch management solutions.

1. Intermediate experience in TCP/IP networking, switching, routing, VoIP, and firewalls.
2. Knowledge of system monitoring tools and commands to ensure quick resolution to

issues.

1. Understanding security information implications of technology solutions and undertake

• proactive measures to ensure compliance with the Information Security policies and
• processes.

1. Technical certifications strongly preferred.
2. Experience working in a healthcare or similar highly regulated environment is preferred.

ESSENTIAL RESPONSIBILITIES

1. Coordinate and perform site visits for all end user device support and troubleshooting at

all PPSE sites.

1. Triage and manage support tickets, ensuring timely and efficient resolution of issues.
2. Assists with escalated support requests for end user support for desktops, laptops,

printers, peripherals, and mobile devices for the organization.

1. Manage Mobile Device Management (MDM), Endpoint Protection, Windows and

application patching for all end user devices.

1. Ensure adherence to SLAs and performance metrics specific to Desktop Technician’s

area of responsibility.

1. Support IT project work, balancing support responsibilities with infrastructure-related

project initiatives.

1. Develop and maintain documentation for desktop configurations, processes, and

troubleshooting.

1. Ensure compliance with industry and security standards for desktop management,

including endpoint security and regular patching.

1. Collaborate with external and internal teams for onsite technology implementations,

• including network cabling needs, HVAC, UPS, ISP and phone services account and
• equipment setups, end user hardware provisioning, and software deployments and
• telecommunication needs.

1. Installs and setups end user stations and equipment, including desktops & laptops,

printers, and peripherals.

1. Coordinates any onsite permitting needs regarding electrical or other permits, in

collaboration with other PPSE staff and any general contractors.

1. Assists with technical vendor activities onsite for new services, equipment deployments,

• including for infrastructure, telecommunications and other service providers including
• permitting needs.

1. Sets up and maintenance of RingCentral phone system.
2. Conducts routine hardware/software audits of servers to ensure compliance with

standard policies, configurations, and up-to-date patching.

1. Conducts network monitoring, log management for network, servers, WAPs, and firewalls

for connectivity and security. Execute incident response procedures as needed.

1. Follows Standard Operating Procedures and Executes Change Management process for

network and system.

1. Assists with planning and implementing systems and network integrations, as needed.
2. Proactively monitor computing platforms for performance issues and respond within SLA

timelines and escalate incidents according to incident handling guidelines.

1. Demonstrates and practices defined testing for changes in the production environment.
2. Conducts on-call duties as required.

OTHER DUTIES AND RESPONSIBILITIES

1. Performs other duties as assigned by IT Leadership.