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 ID and 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 ID identity 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 FreshService ITSM).
Provide local and remote user support and training on Windows 11, Microsoft 365 applications (including Outlook, Teams, OneDrive, 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 ID-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 ID (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, OneDrive/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 OneDrive.
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 FreshService ITSM ticketing system.
Hands-on experience working with Microsoft Intune for endpoint management, compliance policies, and device configuration.
Experience supporting Azure AD/Entra ID in 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 representative of those that must be met by a team member to successfully perform the essential functions of this job. While performing the duties of this job, the team member is:

Sedentary work, walking and standing are required only occasionally.

Exerting up to 25 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

Standing. Particularly for sustained periods of time.
Walking. Moving about on foot to accomplish tasks.
Reaching. Extending hand(s) and arm(s) in any direction.
Fingering. Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling.
Grasping. Applying pressure to an object with the fingers and palm.
Talking. Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
Hearing. Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.
Close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.
Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers.
Occasionally lift and/or move up to 50 pounds.
Occasionally required to stoop, kneel, crouch or crawl.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Working Conditions

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job. While performing the duties of this Job, the team member is exposed to:

Occasional work in the outdoors; wet, cold, and/or humid conditions
Work in an office setting
Work around standard office and PC equipment
Quiet noise level

Core Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Functional Expertise: Possesses conceptual and practical expertise in own discipline and basic knowledge of related disciplines.

Customer Focus: Build customer confidence by ensuring expectations and commitments are met. Establishes and maintains effective and positive relationship with external customers. Acts with customers in mind and values the importance of providing high-quality customer service.

Getting results: Consistently meets desired outcomes; performs work with energy and drive; values planning, but will take quick, decisive actions when an opportunity presents itself.

Problem Solving: Ability to solve complex problems; takes a new perspective on existing solutions; exercises judgment based on the analysis of the multiple sources of information. xhqgsiq

Leadership: Ability to act as a resource for colleagues with less experience; may lead small projects with manageable risks and resource requirements.