IT TECHNICIAN II

$55,000 - $60,000/Yr

The Institute For Family Health - New Paltz, NY

Full-time - Mid Level

New Paltz, NY

Ambulatory Health Care Services

About the position

The IT Technician II position at the New Paltz Family Health Center involves providing both onsite and remote support for the computing environment of the Institute for Family Health. This role is crucial in ensuring that all hardware, business software, and equipment are installed, diagnosed, repaired, maintained, and upgraded to guarantee optimal performance. The technician will respond to issues or problems promptly, assisting business users and documenting the entire process from inception to completion, all while adhering to established service level agreements. In this role, the IT technician will be responsible for supporting computer hardware, operating systems, networks, and applications across various locations of the Institute. A strong emphasis is placed on delivering a high level of customer service, ensuring that user or IT infrastructure issues are addressed quickly and thoroughly. The technician will install and configure desktops, laptops, printers, mobile devices, and applications, requiring in-depth technical skills, particularly with Microsoft Windows 11 and the Microsoft Office suite. The position also involves extensive troubleshooting and resolution of computer and network issues, both remotely and onsite. The technician will participate in the implementation and testing of new hardware and applications, manage incidents and requests through an IT ticketing system, and create documentation for the IT Knowledgebase. Maintaining IT assets as part of an asset management program is also a key responsibility. The technician must demonstrate excellent problem-solving skills, follow company policies, and work collaboratively as part of a team. Availability for occasional after-hours or weekend work to support IT projects is required, along with a commitment to continuous learning of new technologies and products.

Responsibilities

• Onsite and remote support of computer hardware, operating systems, networks, and applications at various Institute locations
• Provide a positive, high level customer service experience to the Institute's business community
• Respond quickly and completely to user or IT infrastructure issues
• Install and configure computer desktops, laptops, printers, mobile devices and applications
• Troubleshoot and resolve computer and network issues both remotely and onsite
• Participate in the implementation and testing of new hardware and applications
• Process incidents and requests through an IT ticketing system according to established service level agreements
• Create documentation for publication on the IT Knowledgebase
• Maintain IT assets as part of an asset management program
• Follow and enforce company policies and procedures
• Assist on the Helpdesk occasionally
• Demonstrate good attendance and remain punctual
• Other duties as assigned

Requirements

• A.S. or B.S. in technical field or a relevant combination of education and technical experience required
• CompTIA A+ certification required (extensive experience may be considered in lieu of certification)
• 2+ years of experience working in a professional environment required
• Valid driver's license and car required
• Extensive experience troubleshooting and resolving computer and network issues both remotely and onsite
• Ability to use, troubleshoot and repair office applications independently
• Knowledge of IT Operations and best practices in a business environment
• Advanced ability to identify and troubleshoot network issues
• Ability to create and follow documentation to resolve technical issues
• Ability to track issues assigned, document resolution, and follow up with users is required
• Ability to manage time well and stay accountable with assigned action items

Nice-to-haves

• CompTIA Network+ preferred
• Certification in related subject matter preferred
• Bi-lingual Spanish preferred