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):
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Provide technical support to end users for hardware, software, and network-related issues.
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Review incoming support tickets for accuracy, completeness, and appropriate scope.
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Communicate with end users to clarify requests and provide timely updates.
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Respond to support requests via ticketing system, email, Microsoft Teams, and walk-up interactions.
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Diagnose, research, and resolve technical issues, escalating when necessary.
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Install, configure, and upgrade workstation hardware and software.
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Manage end-user accounts, permissions, and system access to ensure proper configuration.
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Maintain accurate inventory of hardware and software assets.
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Document system configurations, processes, and troubleshooting steps.
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Monitor, prioritize, assign, and resolve support tickets in accordance with service expectations.
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Deliver user training and guidance on systems, tools, and best practices.
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Provide recommendations and technical input for IT-related purchasing decisions.
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Ensure a high level of customer service through timely and accurate support.
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Stay current with emerging technologies, tools, and industry best practices.
Supervisory Responsibilities:
N/A
Competencies:
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Excellent verbal and written communication skills
- Excellent interpersonal and customer service skills
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Ability to explain technical issues to technical and nontechnical staff and customers
- Strong analytical and problem-solving skills
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Superior understanding of computer hardware and software systems
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Excellent time management skills
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Proficient with Microsoft Office Suite or related software
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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
Definitions:
0 – 1/3 of the time:
Activity is needed to perform the essential functions of the job 0-1/3 of the time.
Frequent:
Activity is a customary part of the essential functions of the job 1/3 – 2/3 of the time.
Constant:
Activity is continually occurring and required to perform the essential functions of the job 2/3 of the time or more.
Required Education and Experience:
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High school diploma or equivalent and combination of education and experience is required.
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Three to five years of related technical experience in a help desk environment supporting Desktop and Microsoft Office Suite preferred.
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Must have a valid New York State Driver’s License and reliable transportation.
Additional Requirements:
Please reference your current offer letter for specific details.
Hours and schedules may vary depending on Company need and workload. Employees will be given as much advance notice as possible when such changes occur.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Employees are required to maintain training, licenses, and certifications per regulatory and agency requirements.
Hours and schedules may vary depending on Company need and workload. Employees will be given as much advance notice as possible when such changes occur.
Employment at Citizen Advocates is “at will”. You are free to resign at any time and for any reason sufficient to you, just as Citizen Advocates is free to terminate your employment at any time and for any reason. We do not guarantee continued or permanent employment.
Citizen Advocates is an Equal Employments Opportunity/Affirmative Action Employer and provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.
