Job Description

Apply Description

The Information Technology (IT) Support Technician provides frontline (Tier 1) and limited Tier 2 technical support for agency staff across Windows, macOS, iOS/iPadOS, and standard business applications. This role is responsible for first-contact timely issue resolution, accurate ticket documentation, endpoint lifecycle support, and effective escalation in accordance with agency Standard Operating Procedures (SOPs). The position supports day-to-day IT operations while adhering to Health Insurance Portability and Accountability Act (HIPAA) and Health Information Technology for Economic and Clinical Health (HITECH) requirements for systems handling Electronic Patient Health Information (ePHI).

Essential Duties and Responsibilities

  •  Deliver responsive IT support via phone, email, chat, and walk-in; log and prioritize incidents in the ticketing system.
  •  Resolve common issues at first contact, such as password resets, Multi-Factor Authentication (MF...

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