IT Technician Tier I

SUPERVISOR:
Information Technology Director

EMPLOYMENT:
Full Time – Non-Exempt

SALARY/PAY RATE:
Based Upon Experience and Qualifications

POSTING EXPIRATION DATE:

March 13th, 2026

UPONHIRE:

• Dental

• Serve as primary point of contact for IT support requests (in-person, phone, email, ticketing system).
• Log all incidents and service requests accurately.
• Provide Level 1 troubleshooting and resolution for: o Windows 10 and 11 desktops and laptops o Printers, label printers, scanners, and peripherals
• Mobile devices and tablets o Microsoft 365 applications
• Web-based applications and EHR access issues
• Support exam rooms, front desk, pharmacy, and administrative workstations.
• Escalate advanced issues appropriately while maintaining communication with users.
• Remain engaged with end users until issues are resolved or properly transitioned.

• Prioritize issues that impact patient flow, charting, prescribing, billing, and checkin processes.
• Provide at-the-elbow support during outages, upgrades, or workflow disruptions.
• Assist staff with basic software navigation and functionality when appropriate.

• Deploy, configure, and image workstations and laptops.
• Perform basic hardware diagnostics and component replacement.
• Install and configure printers, label printers, and other clinic devices.
• Support remote users using approved remote support tools.
• Maintain accurate inventory of IT equipment.

• Create, modify, and disable user accounts in Active Directory and related systems.
• Perform password resets and enforce secure access procedures.
• Support onboarding and offboarding processes to ensure proper access control.

• Perform basic network troubleshooting (connectivity checks, patching, device reboots).
• Assist with maintenance of switches, wireless access points, and IDF areas under direction.
• Identify and report recurring infrastructure issues.

• Adhere strictly to HIPAA regulations and organizational security policies.
• Recognize and report potential security threats or suspicious activity.
• Follow established IT security and access control best practices.
• Support endpoint protection and patch compliance efforts.

• Assist with clinic expansions, relocations, and equipment deployments.
• Support integration of new services or departments.
• Participate in after-hours or weekend work when required for maintenance or upgrades.
• Perform other duties as assigned.

• Strong working knowledge of Windows 10 and 11.
• Strong knowledge of Microsoft 365.
• Working knowledge of Active Directory user management.
• Solid understanding of computer hardware and peripheral troubleshooting.
• Experience troubleshooting printers and label printers.
• Basic understanding of networking concepts (IP addressing, DNS, DHCP, connectivity troubleshooting).
• Understanding of IT security best practices.

• Strong customer service skills in a clinical environment.
• Ability to communicate technical concepts clearly to non-technical staff.
• Ability to prioritize multiple issues in a fast-paced healthcare setting.
• Ability to work independently with limited supervision.
• Strong listening, troubleshooting, and critical thinking skills.
• Professional demeanor and composure under pressure.
• Adaptable and willing to assist outside strict role boundaries when needed.

• High School Diploma or GED required.
• Associate degree in Computer Science, Information Systems, or related field OR two (2) years of relevant IT support experience.
• Experience in a Level 1 technical support role.
• CompTIA A+ certification or equivalent knowledge.

• Experience in healthcare IT or supporting electronic health record (EHR) systems.
• Experience in small or rural organizations where IT staff perform multiple functions.
• Experience supporting phone systems, security cameras, or basic network infrastructure.

IT employees may earn wage increases by achieving relevant certifications approved by the organization.

Preference will be given to qualified individuals of American Indian descent.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed, as an exhaustive list of all responsibilities, duties and skills…