IT Technician

The IT Technician supports day-to-day technology operations under the direction of the Director of Information Technology. This position is responsible for managing endpoint devices, providing helpdesk support, and performing routine maintenance of IT systems across all locations. The IT Technician plays a key role in ensuring that staff have reliable, secure, and properly functioning technology, and serves as a frontline resource for end user support and technology training., User & Device Management

• Support the full lifecycle of all endpoint devices (laptops, desktops, tablets, mobile devices, and desk phones) including deployment, configuration, updates, troubleshooting, repair, and recycling.
• Support user onboarding, offboarding, and position changes by configuring user accounts and preparing fully configured devices for day-one use.
• Enroll and manage devices through RMM and MDM platforms, ensuring policy compliance, software deployment, and security configurations are applied and maintained.
• Order and install requested equipment, as approved by the Director of Information Technology.
• Deliver devices to users at their work locations and pick up devices from departing users, returning them to inventory and updating records.
• Maintain accurate inventory records for all devices, including current assignments, conditions, warranties, and lifecycle status.
• Coordinate warranty claims, vendor repairs, and device replacements as needed.

IT Helpdesk & Technical Support

• Serve as the first point of contact for end user technical support requests, resolving hardware, software, connectivity, and peripheral issues in a timely and professional manner. Escalate complex or unresolved issues to the Director of Information Technology with clear documentation.
• Document all support requests, resolutions, and recurring issues within the IT ticketing system.
• Troubleshoot outages by contacting vendors and visiting locations to determine the cause.

Maintenance & Updates

• Perform routine maintenance and updates on servers, cloud services, network components, and endpoint devices as directed by the Director of Information Technology.
• Monitor and apply software patches and updates across endpoints to ensure systems remain current and secure.
• Assist in the maintenance and testing of IT systems, telecommunication, and network infrastructure.

Cybersecurity

• Monitor security tools for alerts or anomalies and escalate to the Director of Information Technology as needed.
• Assist in the management of email, DNS, and application filtering under the direction of the Director of Information Technology.
• Ensure all devices meet organizational security standards prior to deployment and throughout their lifecycle.

Backup & Disaster Recovery

• Assist in the regular testing of backup, disaster recovery, and business continuity procedures, documenting results and reporting findings to the Director of Information Technology.
• Verify backup completion and integrity on a scheduled basis, escalating any failures or gaps for immediate resolution.

Compliance

• Assist with verifying HIPAA compliance and other mandated compliance according to the standards defined by Oparc.
• Maintain documentation supporting compliance activities and report identified gaps to the Director of Information Technology.

User Training & Documentation

• Provide end user training on devices, software, and technology best practices during new hire orientation and as needed, including cybersecurity awareness.
• Support the rollout of new technology tools by assisting with training and adoption across departments., * Squatting and repetitive motion may be necessary.
• Use chemicals in accordance with manufacturer’s labeled instructions.
• Adhere to the proper care and responsible use of Oparc issued property, tools, and equipment.

• Basic understanding of computers, devices, and common software applications including Microsoft 365.
• Strong communication and customer service skills with the ability to support non-technical end users effectively.
• Detail-oriented with the ability to follow documented procedures and maintain accurate records.
• Reliable, self-motivated, and eager to learn and grow within an IT environment.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Prior IT support or helpdesk experience preferred but not required.
• Must be at least 21 years of age.
• Ability to pass a Department of Justice (DOJ) background check and fingerprint clearance, complete TB test, pre-employment physical, and provide proof of required immunizations (as applicable).
• Must be able to work in outdoor environments, which can include, but is not limited to allergens, excessive heat, excessive cold, excessive humidity, dampness or chilling, excessive noise and/or slippery and uneven walking surfaces and indoor warehouse-type settings that may lack heating, air conditioning, and have concrete flooring.
• CPR, First Aid, and Crisis Intervention (e.g., CPI) certifications or ability to obtain upon hire.

Work Environment Requirements:

• Able to work in both indoor and community-based environments.
• Willing to support individuals during community outings, job coaching, and/or volunteer activities.
• Able to lift up to 25 pounds by self and up to 150 pounds with one other person., Schedule: 30 hours per week (Full time per ACA). Days and hours to be determined based on organizational need.