IT Technician - FT

The IT Technician provides break-fix, deskside and systems support for employees at multiple Arc locations. The position installs, configures, tests, maintains and repairs computers, software, network and telecommunications devices, adaptive technology and related peripherals. The IT Technician also supports Microsoft cloud services, user access, network infrastructure, technology projects and asset records while protecting confidential agency, employee and participant information., * Provide onsite and remote break-fix and deskside support for PCs, laptops, Chromebooks, tablets, mobile devices, printers, scanners, monitors and other approved technology used throughout the agency.

• Assess, diagnose and correct hardware, software, peripheral, connectivity and communication problems. Research unfamiliar issues, test solutions and restore service with as little interruption to agency operations as possible.

• Install, configure, test, deploy, relocate, maintain and repair computers, network components, telecommunications devices, adaptive technology and related peripherals.

• Install and configure approved operating systems, business applications, updates, patches, drivers and endpoint-security tools in accordance with agency standards.

• Administer assigned functions within Microsoft Entra, Microsoft 365 and SharePoint, including authorized user accounts, groups, roles, access rules, multifactor authentication and shared data permissions.

• Support technology onboarding and offboarding by preparing equipment and completing authorized account, license and access changes.

• Monitor and troubleshoot wired and wireless connectivity and network infrastructure, including switches, rack-mounted switches, firewalls, routers, modems, network drops and access points. Trace outages, identify affected users and locations, and escalate vendor-dependent issues when necessary.

• Install, configure and support the agency’s Voice over Internet Protocol phone system, phones, voicemail and related network equipment.

• Respond to service requests, assess operational impact, prioritize competing needs, communicate status to users and document the diagnosis and resolution in the ticketing system.

• Implement assigned technology and cybersecurity projects. Test changes before broader deployment and use approved PowerShell, C# or similar scripts when needed to complete routine administrative tasks.

• Maintain accurate records of technology assets, assigned equipment, software licenses, warranties, configurations, repairs, replacements and equipment disposition.
• Perform preventive maintenance and hardware repairs, including replacement of computer and network components; coordinate warranty, vendor or specialized service when an issue cannot be resolved internally.
• Create and maintain network maps, system records, user instructions, troubleshooting guides and other technical documentation. Provide basic instruction to employees on approved systems, devices and security practices.
• Follow cybersecurity, privacy, acceptable-use, records-retention and change-management requirements. Safeguard confidential personal and medical information and immediately report suspected malware, phishing, unauthorized access, data loss or other security incidents.
• Travel to agency offices, programs and facilities; work cooperatively with employees at all organizational levels, vendors and contractors; and perform other related duties consistent with the position.
• Demonstrates a positive work ethic.
• Ability to work independently with minimal supervision.

Expectations:

• Demonstrates a positive work ethic.
• Ability to work independently with minimal supervision.
• Exhibit professionalism, collaboration, and a positive attitude across all interactions.
• Always maintain confidentiality and discretion.
• Work cooperatively across departments to support organizational goals.
• Attend required meetings and training sessions.
• Adhere to attendance, scheduling, and organizational policies
• Keep leadership informed of significant issues or operational concerns.
• Treat all individuals with dignity, respect, and professionalism, consistent with organizational values.
• Will participate in all DDS and The Arc Eastern Connecticut trainings as required by policy., * The physical demands described below are representative of those required to perform the essential functions of this position, with or without reasonable accommodation:
• Sit, stand and walk throughout the workday, including travel within and between agency facilities.
• Occasionally bend, stoop, kneel, crouch or work in confined areas around desks, workstations, network equipment and cabling.
• Use hand tools and maintain the fine-motor control and hand-eye coordination needed to connect, install and repair electronic equipment.
• Occasionally lift, carry, push or pull computers, printers and related equipment weighing up to 50 pounds.
• Obtain assistance or use appropriate equipment for heavier items.

• Possess sufficient near vision, color recognition, depth perception and hand-eye coordination to inspect components, connect equipment and read information displayed on screens and device labels; communicate effectively in person, by telephone and electronically. Mental and Interpersonal Requirements:

• Analyze symptoms, identify likely causes, test solutions and verify that systems and equipment function as intended.
• Sustain attention to detail while managing interruptions, changing priorities and multiple open service requests.
• Exercise sound judgment regarding system access, confidentiality, cybersecurity, safety and escalation of significant issues.
• Remain calm and professional during service disruptions or urgent operational needs and interact respectfully with employees, vendors, participants and visitors, including individuals with intellectual and developmental disabilities.

• Minimum of three years of helpdesk, deskside support, computer repair, systems administration, network support or related experience.
• Working knowledge of Windows computers, Android tablets, Chromebooks, Microsoft Entra, Microsoft 365, SharePoint, common business applications and endpoint-security practices.
• Working knowledge of computer and network hardware, including printers, switches, firewalls, routers, modems, access points, network cabling and Voice over Internet Protocol telephone equipment.
• Ability to use ticketing, asset-management, remote-support and diagnostic tools; research unfamiliar technical issues; follow documented procedures; and recognize when an issue requires escalation.
• Ability to communicate technical information clearly and respectfully to users with varying levels of technical knowledge.
• Strong analytical ability, problem-solving skills and attention to detail. Ability to manage several time-sensitive issues, prioritize work and function independently and as part of a team.
• Valid driver’s license and reliable transportation for travel among agency locations.
• Ability to meet agency and program requirements for employment, including required background checks., * CompTIA A+, Network+, Microsoft or comparable technical certification.
• Experience administering cloud services, user groups, role-based access, email or web-filtering rules and multifactor authentication.
• Experience using PowerShell, C# or similar scripting tools for routine systems-administration tasks.
• Experience providing technology support in a nonprofit, human-services, healthcare or multi-location environment.