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About the Role

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. The role involves remote troubleshooting and hands-on work including device deployment, hardware installation, asset tracking, and supporting infrastructure projects at various locations. Success requires strong customer service, sound technical judgment, and consistent handling of confidential information in compliance with HIPAA and applicable regulatory standards.

Responsibilities

Provide technical support to end users for hardware, software, and network-related issues.
Review incoming support tickets for accuracy, completeness, and appropriate scope.
Communicate with end users to clarify requests and provide timely updates.
Respond to support requests via ticketing system, email, Microsoft Teams, and walk-up interactions.
Diagnose, research, and resolve technical issues, escalating when necessary.
Install, configure, and upgrade workstation hardware and software.
Manage end-user accounts, permissions, and system access.
Maintain accurate inventory of hardware and software assets.
Document system configurations, processes, and troubleshooting steps.
Monitor, prioritize, assign, and resolve support tickets in accordance with service expectations.
Deliver user training and guidance on systems, tools, and best practices.
Provide recommendations and technical input for IT-related purchasing decisions.
Ensure a high level of customer service through timely and accurate support.
Stay current with emerging technologies, tools, and industry best practices.
Maintain training, licenses, and certifications per regulatory and agency requirements.

Requirements

High school diploma or equivalent and combination of education and experience is required.
Three to five years of related technical experience in a help desk environment supporting Desktop and Microsoft Office Suite preferred.
Must have a valid New York State Driver’s License and reliable transportation.

Skills

Excellent verbal and written communication skills
Excellent interpersonal and customer service skills
Ability to explain technical issues to technical and nontechnical staff and customers
Strong analytical and problem-solving skills
Superior understanding of computer hardware and software systems
Excellent time management skills
Proficient with Microsoft Office Suite or related software
Confidentiality

Location

Creighton Road - Malone, NY

Work Type

Full Time

Experience Level

Three to five years of related technical experience

Education Level

High school diploma or equivalent

Salary/Compensations

$22.00 - $31.00 Hourly

About the Company

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.

Equal Opportunity

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.