IT Support Technician

The IT Support Technician is responsible for end-user support and systems administration across clinic locations. Working as part of a small IT team under the general supervision of the IT Manager, this position maintains daily operations across a mixed on-premises and cloud-based environment, encompassing Microsoft 365, Active Directory, Windows Server infrastructure, endpoint management, identity, and access, cloud backup, networking, and unified communications. This role is a key contributor to a reliable, secure, and compliant technology environment supporting clinical and administrative staff., and includes quarterly on-site office hours at each UCHC location., End-User & Helpdesk Support

• Provides timely resolution of technical support requests via phone, remote session, and on-site assistance across UCHC clinic locations.
• Triages, documents, and manages support tickets through resolution and maintains accurate records of all interactions and outcomes.

· Conducts scheduled quarterly on-site office hours at each clinic location to provide in-person support, complete hands-on tasks, and strengthen staff relationships. · Executes end-to-end IT onboarding and offboarding for employees

On-Premises Infrastructure · Maintains and monitors Windows Server infrastructure including Domain Controllers, Active Directory, DNS, DHCP, and Group Policy.

• Administers and supports on-premises file shares including folder structure, NTFS permissions, share access, and capacity monitoring.
• Monitors and maintains Meraki network infrastructure including switches, wireless access points, and security appliances across clinic sites.
• Troubleshoots LAN/WAN connectivity issues and coordinates with carriers or vendors on escalated network incidents as directed.

· Microsoft 365 E5 & Cloud Administration · Administers and maintains Microsoft 365 E5 services including Exchange Online, SharePoint, Teams, OneDrive, Intune, Entra ID, and Defender.

• Administers password management software

Device Management

Manages the full device lifecycle including imaging, provisioning, asset tracking, and retirement.

• Configures, maintains, and troubleshoots peripheral devices critical to clinical operations including printers, document scanners, and label printers.
• Coordinates with vendors for device and equipment warranty and repair escalations.

Backup, Continuity, & Data Protection

• Performs and validates restore operations, document backup procedures, and retention schedules in alignment with HIPAA requirements.

Security, Compliance, & Documentation

• Supports HIPAA-aligned security practices including periodic access reviews, MFA enforcement, and endpoint compliance reporting.
• Maintains current and accurate documentation for systems, configurations, standard operating procedures, and runbooks.
• Participates in security incident responses and assists with vulnerability remediation under IT Manager's direction.
• Coordinates with vendors/MSP on escalated issues and technology projects as directed by the IT Manager.
• Serves as a role model for staff in demonstrating professionalism, accountability, and a strong work ethic.

Physical Demands

• Moderately active work with potential for visual strain and occasional direct patient exposure

• Associate degree in Computer Science
• 2 years' of hands-on IT support experience in a Windows environment
• Experience administering Microsoft 365 services
• Current Arizona driver's license with clean driving record and proof of current vehicle insurance, * Bachelor's degree in Computer Science
• Relevant certifications such as Microsoft MS-900, MD-102, AZ-900, SC-900; CompTIA A+, Network+, Security+; or equivalent
• 3 years' hands-on IT support experience in a multi-site or healthcare environment
• Experience with ticking systems, remote desktop, and VOIP phone systems

Equivalent combination of relevant education and experience may be considered in lieu of required qualifications if directly related to the functions and body of knowledge required to successfully perform the job.

Knowledge, Skills, and Abilities

· Working knowledge of Windows Server, Active Directory, DNS, DHCP, Group Policy, and on-premises file share administration. · Proficient in the administration of Microsoft 365 services (Exchange Online, Teams, SharePoint, Intune, Entra ID).

• Proficient in supporting peripheral hardware including printers, document scanners, and label printers in an operational environment.

• Proficient with cloud backup tools such as KeepIt, Druva, Veeam, or equivalent.

Proficient with Meraki networking (switches, APs, MX firewalls) or comparable managed network infrastructure.

• Proficient with enterprise password management solutions (CyberArk, 1Password, or similar).
• Working knowledge of endpoint management via RMM platforms.
• Familiarity with UCaaS/VoIP platforms.
• Strong troubleshooting and analytical skills with the ability to prioritize competing issues under pressure.
• Clear written and verbal communication with ability to compose technical documentation and effectively explain technical concepts to non-technical staff.
• Organized, self-directed, and dependable within a small, collaborative team environment.
• Demonstrated commitment to staff and patient privacy and confidentiality.

Supervisory Responsibilities

• May occasionally provide direction, training, or guidance to others.