Information Service Technician

Job Title:

Information Service Technician

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Department: IT

Reports To:

Information Services Manager

FLSA Status:
Exempt

EEO Code:

Summary

The Information Service Technician provides high-quality technical support to team members across a decentralized, multi-state organization with locations in Oregon, Washington, California, Texas, and Oklahoma. Operating in a full Microsoft 365 environment with Microsoft Entra  cloud-based infrastructure, this role delivers primarily remote support while prioritizing incoming requests for assistance related to PCs, network printers, phone systems, Microsoft 365 services, Microsoft Entra  and access, and other technologies.

Occasional in-person travel to remote sites is required for hardware deployments, complex troubleshooting, or on-site implementations.

Essential Duties and Responsibilities

Duties include but not limited to:

Be a role model in projecting, applying, and promoting teamwork at all times.
Provide quality assistance to team members through the Service Desk (e.g., via Fresh Service ITSM).
Provide local and remote user support and training on Windows 11, Microsoft 365 applications (including Outlook, Teams, One Drive, SharePoint, and other core services), and related tools.
Configure, image, and deploy PCs (desktops and laptops), including Windows Autopilot and Microsoft Intune for remote device enrollment, management, compliance, and Entra
-joined/registered devices.
Configure, deploy, and support network printers and peripherals.
Perform basic first-level LAN/WAN troubleshooting, including cloud connectivity and multi-site network access issues.
Support and maintain Microsoft Entra  (cloud-only), including user and group management, password resets, MFA troubleshooting, basic Conditional Access policy support, licensing assignments, and identity-related access issues.
Assist in supporting and managing the phone system (e.g., Nextiva) and Microsoft Teams telephony/voice features.
Troubleshoot and resolve common Microsoft 365 issues, such as email delivery (Exchange Online), app access, One Drive/SharePoint synchronization, Teams collaboration problems, and licensing/entitlements, using remote tools.
Occasional travel (as needed, typically low frequency) to remote sites in Oregon, Washington, California, Texas, and/or Oklahoma for on-site hardware support, deployments, or escalated issues.
Perform other duties as assigned.

Qualifications
The requirements listed below are representative of the qualifications necessary to successfully perform the job.

A.

Education and Experience

Required:

High School diploma or GED
Minimum four years of experience supporting networked computers running Windows 11 and Microsoft Office/Microsoft 365 applications, including Outlook, Teams, and One Drive.
At least two years of experience in the setup, configuration, imaging, and support of laptop and desktop hardware.
Ability to provide a high level of customer service across a diverse user group.
Excellent communication skills (written and verbal).
Basic understanding of LAN/WAN networking, hybrid environments, and cloud connectivity concepts.

Preferred:

Experience with Fresh Service ITSM ticketing system.
Hands-on experience working with Microsoft Intune for endpoint management, compliance policies, and device configuration.
Experience supporting Azure AD/Entra  a hybrid environment (e.g., user provisioning, synchronization, MFA, basic troubleshooting).
Familiarity with Microsoft 365 administration (e.g., Exchange Online, Teams, SharePoint Online).
Nextiva phone system support.
Apple Device Management experience.
ERP system experience.

B. Certificates, Licenses, Registrations or Other Requirements

None

C. Other Knowledge, Skills or Abilities Required

Flexibility to travel as needed.
Valid driver’s license.
Able to work with and train people with a wide variety of technical and non-technical skills and backgrounds.
Excellent written and verbal communication skills, effective interpersonal and teamwork skills.

Physical Requirements

The physical demands described here are…