IT Support Technician

Job Description

Job Description

IT Support Technician – Detention Facility Medical Services

POSITION SUMMARY

The IT Support Technician is responsible for providing reliable, hands-on technical support for computer systems, hardware, software, and related technology supporting medical services across four detention facilities. This position serves as the primary on-site IT resource for assigned facilities and requires the ability to work independently, prioritize competing requests, and travel between locations as needed.

The IT Support Technician will troubleshoot and resolve hardware, software, network, and connectivity issues; install, configure, and maintain computer equipment; assist with user access and account-related issues; and provide technical support to medical and administrative staff.

Because this position operates within secure detention facilities and supports healthcare operations, the successful candidate must demonstrate professionalism, discretion, strong communication skills, attention to detail, and the ability to follow facility security requirements, policies, and procedures.

JOB RELATIONSHIPS

REPORTS TO: Health Services Administrator

SUPERVISES: None

DUTIES AND RESPONSIBILITIES

• Serve as the primary IT support resource for assigned medical clinics across four detention facilities.
• Provide first-level technical support for hardware, software, operating systems, applications, printers, peripherals, and network connectivity.
• Diagnose, troubleshoot, and resolve desktop, laptop, workstation, printer, scanner, and other technology-related issues.
• Install, configure, replace, and maintain computers, peripherals, and other IT equipment.
• Provide on-site and remote technical support to end-users.
• Assist users with Microsoft 365 applications, Windows, account access, passwords, VPN connectivity, and other supported technologies.
• Troubleshoot network connectivity issues and escalate infrastructure or advanced technical issues to the appropriate IT resources when necessary.
• Assist with user account provisioning, access requests, equipment deployment, and related IT processes in accordance with organizational policies.
• Utilize the organization's ticketing system to document requests, troubleshooting steps, resolutions, and follow-up activities.
• Maintain accurate documentation of IT equipment, configurations, repairs, and other technical information.
• Perform routine maintenance, software updates, security updates, patches, and other preventive maintenance on IT equipment as directed.
• Assist with the deployment, replacement, and inventory of IT equipment across all assigned facilities.
• Follow all applicable facility security procedures when entering, working within, and moving between detention facilities.
• Respond appropriately to urgent technology issues that may affect medical services, facility operations, or user access.
• Travel between four detention facilities as required to provide on-site support.
• Provide on-call or after-hours technical support as assigned.
• Perform other related duties as required or assigned following appropriate training and/or instruction.

REQUIRED EDUCATION AND EXPERIENCE

Education

• High school diploma or GED required.
• Technical certification, associate degree, or coursework in Information Technology, Computer Science, or a related field is preferred.

Experience

• Minimum of 1–3 years of experience in desktop support, help desk, technical support, or a similar IT role.
• Experience troubleshooting Windows-based computers, peripherals, software applications, and network connectivity.
• Working knowledge of Microsoft 365 and common desktop applications.
• Familiarity with Active Directory, user account management, VPNs, remote support tools, and ticketing systems.
• Experience installing, configuring, and maintaining desktop computers and peripheral equipment.
• Healthcare, correctional/detention, government, or other highly regulated environments is preferred but not required.

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong troubleshooting and problem-solving skills with the ability to identify the root cause of technical issues.
• Ability to work independently with limited day-to-day supervision while knowing when to escalate an issue.
• Ability to prioritize and manage multiple requests across several locations.
• Strong customer service and communication skills, including the ability to explain technical issues to users with varying levels of technical knowledge.
• Ability to maintain accurate documentation and follow established IT procedures.
• Ability to work professionally in a secure detention environment.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Ability to adapt to changing priorities and respond effectively to urgent technical issues.
• Ability and willingness to travel between four assigned detention facilities.
• Ability to work cooperatively with IT personnel, healthcare staff, facility staff, vendors, and other departments.
• Ability to comply with all facility security requirements, policies, and procedures.

WORK ENVIRONMENT

This position requires regular on-site work within secure detention facilities and medical clinic environments. The technician may work in areas with restricted access and must comply with all applicable security procedures and facility requirements.

The position requires travel between four detention facilities and may involve moving computer equipment, printers, monitors, and other technology-related equipment. The technician may occasionally be required to work outside normal business hours or provide on-call support.

BENEFITS

• Medical, Dental, and Vision Insurance Plan Options
• Paid Time Off and Leave Benefits
• 401(k) Retirement Plan

CONDITIONS OF EMPLOYMENT

Candidates selected for employment will be required to successfully complete a pre-employment drug screening and background clearance process. Because this position requires access to secure detention facilities, employment is contingent upon meeting all applicable facility security and clearance requirements.

Background clearance may be subject to periodic re-evaluation, including re-evaluation every three years, as required by facility policy.

Employees must comply with all applicable organizational policies, facility security procedures, confidentiality requirements, and information security policies as a condition of employment.