Information Services Technician II or III (Depending on Experience)

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Job Type

Full-time

Description

Position Type: Full-Time (1.0 FTE, Monday to Friday)

Compensation: Commensurate with experience/tier level.

About the Role

First Choice Community Healthcare is looking for a versatile, customer-focused Information Services (IS) Technician to join our lean, high-impact IT team. Supporting over 360 users across seven regional clinic sites, our IT department operates a fast-paced environment where user support, endpoint management, and field services are critical to keeping our clinics running smoothly and our patients cared for.

This is a flexible-tier posting. We are prepared to hire at either the Technician II or Technician III level, depending entirely on the finalist's depth of experience, technical skills, and service desk capabilities. While primarily based out of our South Valley hub, this role requires reliable travel to our regional locations, including Edgewood and Los Lunas, to provide crucial on-site hardware, software, and hands-on system support (mileage reimbursement provided).

Key Responsibilities (Both Levels)

• User Support & Field Services: Serve as the hands-on backbone of our IT operation, troubleshooting Windows 10/11 endpoints, peripherals, network cabling, and local hardware/software failures.
• Modern Workplace Support: Maintain and support our modern Microsoft 365 cloud-hybrid ecosystem (E5/Business Premium features, Teams, Office applications, and emerging AI tools).
• Clinical Systems Support: Assist staff with daily web-based applications, including Dentrix and Cerner (provisioned via Citrix environments).
• Telephony & VoIP Support: Deploy and support voice equipment, manage basic user directories, configure softphones, and resolve basic dial-tone or connectivity issues.
• Service Desk Efficiency: Log, categorize, track, and resolve support requests using our Freshservice ITSM platform, ensuring great user communication and meeting SLA goals.
• Deployments & Lifecycle: Stage, image, deploy, and maintain PCs, dual-monitor workstations, printers, and mobile devices across multiple physical sites.
• Patient Safety & Data Security: Adhere strictly to healthcare compliance standards, HIPAA guidelines, and best practices for endpoint security.

Tiers & Qualifications

We welcome applicants meeting the requirements of either tier below:

Option A: Information Services Technician II

• Experience: Minimum of two (2) years of hands-on IT Help Desk, Desktop Support, or Field Services experience.
• Technical Skills: Deep familiarity with Windows 10/11 troubleshooting, Microsoft 365, basic user provisioning in Active Directory/Entra ID, and endpoint hardware setups.
• Telephony: Experience setting up desktop IP phones, provisioning user accounts, managing voicemail PINs, and setting up softphone apps (Webex, Teams, or Cisco Jabber).
• Process: Experience working within an active IT ticketing system (Freshservice, Jira, Zendesk, etc.) with a strong focus on ticket resolution and customer satisfaction.
• Certifications: CompTIA A+ or Network+ is highly preferred.

Option B: Information Services Technician III

• Experience: Minimum of four (4) years of progressive, hands-on IT support and field services experience.
• Education: Associate's Degree in IT/Computer Science OR equivalent completion of a formal, accredited technical IT training program, or ongoing industry-recognized technical learning.
• Technical Skills: Advanced endpoint diagnostics, basic networking (switches), Citrix receiver configuration, and advanced Microsoft 365 / Entra ID administration.
• Telephony & VoIP Admin: Experience with advanced phone administration (hunt groups, auto-attendants, call routing rules) in Cisco or modern cloud-based VoIP platforms, and readiness to support VoIP migrations.
• IT Service Management (ITSM): Strong, proven understanding of modern service desk workflows (Incident Management, Service Requests, Change Control) and a history of contributing to process improvements and technical documentation.
• Certifications: Modern, industry-recognized certifications preferred (e.g., CompTIA Network+, Security+, or Microsoft 365 Endpoint Administrator / MD-102).

Requirements

MINIMUM EDUCATION AND EXPERIENCE

• High School Diploma or currently enrolled in a higher education program pursuing accreditation in a Computer Science or Informational Systems related field.

Working Conditions & Travel

• Must possess a valid driver's license, reliable personal transportation, and insurance for periodic travel between clinics (mileage reimbursement provided).
• Must be able to lift up to 50 lbs, crawl under/around desks to route cables, and assemble physical desktop setups.
• Strong interpersonal communication skills are essential to work effectively with clinical staff, providers, and administration.