IT Support Technician

Join WESTCARE FOUNDATION INC as an IT Support Technician supporting end users and authorized users on-site in Henderson, NV.

Responsibilities

• Act as a frontline technology support resource for employees and authorized users
• Provide technical assistance through approved communication channels: phone, email, remote support tools, and in-person support
• Handle incidents, service requests, and technology-related issues according to established service delivery standards
• Diagnose, troubleshoot, and resolve issues involving hardware, software, connectivity, printing, telephony, and peripheral devices
• Configure, deploy, maintain, relocate, and retire computers, monitors, printers, mobile devices, telephones, and other technology assets
• Support users with Microsoft 365, Microsoft Teams, Microsoft Entra-connected services, approved business applications, and standard workstation technologies
• Provide basic technology guidance and training to support effective use of organizational tools
• Escalate incidents that require advanced expertise while maintaining communication and follow-through with affected users
• Maintain a professional, customer-focused approach with employees, leadership, vendors, and internal stakeholders
• Document incidents, service requests, troubleshooting steps, resolutions, and equipment changes in the approved service management platform
• Follow service desk procedures, workflows, escalation processes, and service-level expectations
• Contribute to knowledge base and documentation efforts, including technical docs, user guides, and self-service resources
• Maintain accurate records for assigned work, asset deployments, and support interactions
• Identify recurring issues and recommend improvements, knowledge articles, or training opportunities
• Support accurate asset inventory information and device lifecycle records
• Perform authorized user account support activities based on established procedures and delegated permissions
• Assist with password resets, account verification, multi-factor authentication support, and other approved access requests
• Assist with onboarding, offboarding, and employee transition tasks as assigned
• Coordinate account-related requests with Systems Administrators and other technology teams when additional permissions or expertise are needed
• Prepare, stage, configure, and deploy endpoint devices and related technology equipment
• Support workstation moves, office relocations, equipment refresh efforts, and technology deployment projects
• Support conference room technology, audiovisual equipment, meeting technologies, and collaboration tools
• Perform routine operational tasks and technology maintenance as assigned
• Coordinate with vendors and internal departments regarding technology requests, deliveries, and support activities
• Provide occasional assistance to Field Services during deployments, projects, office moves, and technology initiatives as needed
• Support deployments, equipment installations, office relocations, and infrastructure projects at Foundation satellite offices and other locations when required
• Support field service activities requiring additional staffing during rollouts, expansions, facility transitions, or special projects
• Perform assigned field support activities in line with established technology standards and operational procedures
• Travel occasionally to support technology initiatives, satellite offices, training events, and technology projects
• Assist with testing, pilot programs, technology evaluations, and special projects as assigned
• Work in a team-oriented environment that emphasizes dependability, professionalism, collaboration, knowledge sharing, continuous improvement, and mutual respect
• Embody the mission, vision, shared principles, clinical vision, and goals of WestCare Foundation
• Perform other related duties as assigned

Requirements

• Experience delivering technical support in a professional service desk, help desk, or end-user support environment
• Working knowledge of Microsoft 365, Microsoft Entra ID, Windows 11, Microsoft Office applications, mobile devices, and web-based business applications
• Familiarity with endpoint management, device deployment, and service management platforms
• Proven ability to troubleshoot and resolve technical issues using established procedures and support resources
• Strong verbal, written, and interpersonal communication skills
• Ability to manage multiple priorities and adjust to changing operational needs
• Ability to work independently while collaborating effectively as part of a team
• Adherence to ethical conduct and confidentiality standards
• Professional appearance and demeanor
• Willingness to seek learning opportunities and contribute to continuous improvement of Information Technology services
• Ability to travel occasionally as required

Technologies

• Microsoft 365
• Microsoft Teams
• Microsoft Entra-connected services
• Microsoft Entra ID
• Windows 11
• Microsoft Office applications
• Mobile devices
• Web-based business applications
• Multi-factor authentication
• Endpoint management
• Service management platforms
• Remote support tools
• Telephone systems (telephony)

Education

• Required: High school diploma or equivalent
• Preferred: Associate degree, technical school training, relevant industry certifications, or equivalent related work experience
• Relevant certifications may include: CompTIA A+, Network+, Security+, Microsoft Fundamentals, or similar entry-level credentials

Working Conditions

• Primarily office-based professional environment and support environments
• Minimum of 40 hours per week expected; overtime may occasionally be required
• Regular attendance required
• Duties may occasionally require work outside normal business hours
• Occasional travel required to support technology initiatives, satellite offices, and field service activities

Essential Physical and Mental Demands

The employee must be able to perform essential duties with or without accommodation.

Physical demands:

• Mobility and physical activity including standing, walking, sitting for extended periods, bending, reaching, and occasional lifting and carrying up to 30 pounds
• Frequent use of computers, telephones, mobile devices, and other technology equipment
• Fine motor skills for typing, equipment setup, and technology support activities
• Ability to safely work with common office and technology equipment

Mental demands:

• Collect, analyze, and interpret technical and operational information to reach logical conclusions
• Work cooperatively with employees, clients, vendors, leadership, and the public
• Prioritize competing demands and perform effectively in time-sensitive situations
• Maintain professionalism and composure under stress while responding to technology incidents

Salary: USD 20–25 per hour