IT Technician

Position

Summary

The IT Technician provides technical support to staff across the mental health agency, responding to and resolving IT support tickets in a timely and professional manner. This role ensures that hardware, software, and network systems function smoothly so that clinicians and administrative staff can provide uninterrupted, high-quality care to clients.

Key Responsibilities

• Monitor, prioritize, and respond to IT support tickets submitted through the agency’s helpdesk system.
• Troubleshoot and resolve issues related to hardware, software, printers, phones, and network connectivity.
• Provide technical support for agency applications including EHR (Electronic Health Records), telehealth platforms, and other clinical and administrative tools.
• Assist with onboarding and offboarding of staff by setting up and disabling accounts, configuring devices, and ensuring proper access to systems.
• Maintain desktops, laptops, and peripheral equipment.
• Document solutions, maintain accurate records of service requests and resolutions, and update internal knowledge base.
• Escalate complex or unresolved issues to senior IT staff as appropriate.
• Maintain security standards by ensuring all devices are regularly updated and compliant with agency policies.
• Participate in occasional after-hours support or on-call rotation as needed.