IT Support Technician

Job Description

Job Description

Hope Mission Statement

The mission of Hope the Mission is to prevent, reduce and eliminate poverty, hunger, and homelessness by offering immediate assistance and long-term solutions.

Position Purpose and Summary

A device that will not connect. A system that will not load. A keycard that stops working at a shelter entrance at eleven at night. In a multi-site homeless services organization these are not minor inconveniences. They are operational disruptions with real consequences for staff and for the people they serve.

The IT Support Technician is on the front line of preventing them. This role installs and maintains hardware and software across Mac and PC platforms, resolves support requests from staff across every HTM location, troubleshoots networks, printers, cameras, and alarm systems, issues and administers access control keycards, and provisions and removes system access as employees are hired and separated. It maintains the equipment inventory so staff are never waiting on a device.

The standard is the department's standard: eliminate technology risk before it becomes disrupted. Problems get solved efficiently and under pressure, because the environments this role supports do not slow down for technology failures.

Primary Duties and Responsibilities

Technical Support

• Respond to and resolve technical support requests from staff across all HTM locations within established response timeframes.

• Document all support requests, actions taken, and resolutions in the ticketing system.

• Prioritize a high volume of concurrent requests and escalate time-sensitive issues to the IT Manager without hesitation.

• Travel to HTM sites to resolve issues that cannot be addressed remotely.

• Provide basic technology orientation and guidance to staff on supported systems and devices.

Hardware and Software Support

• Install, configure, maintain, and troubleshoot hardware and software across Mac and PC platforms.

• Deploy, enroll, and manage devices through mobile device management and Apple Business Manager.

• Troubleshoot printers, cameras, alarm systems, and network connectivity at HTM sites.

• Perform routine system maintenance, patching, and backup verification tasks as directed by the IT Manager.

• Apply configuration and security standards set by the IT Manager to all deployed devices.

Access Control and Account Administration

• Issue, audit, and manage access control keycards and maintain accurate records of all cards and access activity.

• Assign access control levels according to the standards and approvals set by the IT Manager.

• Provision system accounts, email, and application access for new employees within established onboarding timeframes.

• Remove system access and recover keycards and equipment at separation within required timeframes, in coordination with Human Resources.

• Serve as the first point of contact for time-sensitive access control needs and escalate emergency situations to the IT Manager promptly.

• Support periodic access reviews and produce access reports as requested.

Equipment and Inventory

• Maintain accurate inventory of IT equipment including laptops, mobile devices, cameras, printers, and security systems.

• Track equipment assignment by employee and site. Reconcile inventory on a defined cycle.

• Prepare and stage equipment for new hires, new sites, and replacement cycles.

• Identify equipment shortages and communicate purchasing requirements to the IT Manager.

• Prepare end-of-life equipment for disposition, including secure data removal before disposal or donation.

Vendor and Project Support

• Coordinate day-to-day service requests with third-party vendors for hardware, cameras, alarms, and connectivity.

• Verify vendor work is completed as scoped and report discrepancies to the IT Manager.

• Support IT project implementation and technology setup for new site openings and de-mobilizations.

Security and Compliance

• Handle participant and employee data in accordance with HTM privacy and HIPAA requirements.

• Report suspected security incidents, phishing, and data exposure to the IT Manager immediately.

• Follow all information security policies and acceptable use standards.

• Complete hazard corrections assigned by Risk and Safety within the assigned completion date.

• Report all incidents, injuries, and unsafe conditions to the IT Manager promptly.

Marginal Functions

• Support after-hours and weekend coverage for time-sensitive access control and system issues on a rotating basis.

• Assist with equipment logistics for organizational events.

• Perform additional duties as assigned by the IT Manager.

Skills

• Installs, maintains, and troubleshoots hardware and software across Mac and PC platforms with accuracy and efficiency.

• Manages access control systems with precision, timeliness, and strict adherence to security protocols.