Information Technology (IT) Technician

Description:

Role Overview

The IT Support Technician is a key member of our technology team, responsible for installing, maintaining, and troubleshooting computer systems, software, and networks across the organization. This role requires strong technical aptitude, sound judgment, and a service-first mindset to deliver reliable, high-quality support to our staff.

When someone calls 9-1-1, the technology has to work. We make sure it does.

At INDIGITAL, public safety isn't a product line — it's a mission. We are a purpose-built Next Generation 9-1-1 software and services company, and every single person on our team, from engineers to support specialists to market managers, is focused on one thing: keeping North America’s emergency communications infrastructure reliable, modern, and ready when lives are on the line.

That mission shows up in how we build, how we support, and how we show up for our customers every day. We own our technology platform — we control our own quality, drive our own innovation, and stay ahead of evolving NG911 standards. Our deployments span 25 states at every scale, from individual PSAPs to full statewide ESInet and NGCS solutions serving millions of residents — and we put in-state, experienced resources on the ground for every single one.

When you join INDIGITAL, you join a driven and accountable team where your contributions are visible, your growth is real, and your work has a direct impact on the infrastructure behind every emergency call made.

9-1-1 is not what we do. It's our Calling. Come build it with us.

Core Responsibilities

Technical Support (Help Desk) Serve as the first point of contact for employee technical issues — resolving software, hardware, login, and connectivity problems in a timely and professional manner. Document all issues and resolutions thoroughly.
System & Hardware Management Install, configure, upgrade, and repair a range of hardware (PCs, printers, peripherals) and software, including operating systems (Windows, macOS, Linux) and business applications.
Networking & Connectivity Troubleshoot LAN/WAN issues, configure network equipment (routers, switches), and manage internet connectivity to ensure continuous, reliable operations.
Security & Data Protection Maintain system security by managing antivirus software, applying security patches, and performing routine data backups to protect organizational data and infrastructure.
Safety & Physical Security Systems Assist with the maintenance, monitoring, and management of building safety and security systems, including fire alarms and camera systems.
User & System Setup Configure new workstations, manage user accounts, and provide technology orientation for new and existing staff. Maintain accurate records for credentialing processes in support of auditability and compliance.
System Maintenance Perform routine checks and updates to ensure all systems and infrastructure operate efficiently and securely.
Inventory & Asset Management Support workflows and maintenance of the organization's IT inventory and supply chain management systems, ensuring accurate tracking of equipment and assets.
Vendor Coordination Engage and manage vendor relationships in support of all IT functions, including warranty services, on-site visits, and ongoing communication to ensure timely issue resolution.

Professional Responsibilities

Rapidly diagnose root causes of technical issues and implement effective, lasting resolutions.
Maintain clear, professional communication with technical teams and end-users regarding system status, incidents, and planned changes.
Share relevant technical and procedural information with employees and designated user groups accurately and in a timely manner.
Occasional travel to other company locations may be required for on-site support, infrastructure deployment, or training.
Requirements:

Required Knowledge, Skills & Abilities

Technical

Strong diagnostic and problem-solving skills for complex technical issues
Solid understanding of Windows, macOS, and Linux operating systems; hardware components; networking protocols; and business software
Proficiency with productivity platforms (Google Workspace, Microsoft 365) and identity/device management tools (e.g., Microsoft Intune, Entra ID/Active Directory)
Ability to quickly learn and adapt to new technologies, systems, and workflows

Professional

Excellent verbal and written communication skills, with the ability to translate technical concepts for non-technical users
Strong organizational skills, attention to detail, and a commitment to accuracy
Effective time management and ability to prioritize competing demands in a fast-paced environment
High degree of accountability, ownership, and dedication to consistent, quality customer service
Ability to work independently and collaboratively across all levels of the organization

Education, Experience & Certifications

Associate degree in Information Technology, Computer Science, or a related field preferred
CompTIA A+ or equivalent certification highly valued
2+ years prior experience in a help desk or IT support role preferred

Additional Requirements

Willingness to work a flexible schedule as needed to meet departmental objectives; must remain accessible via communication device and coordinate coverage when unavailable
Occasional meetings or planning discussions may be scheduled outside of regular business hours
Valid driver's license required
Must maintain a professional appearance and clean workspace, including appropriate attire and safety equipment when required
INdigital is a 100% certified drug and substance-free workplace

To successfully perform the functions of this role, the selected candidate must demonstrate the willingness and ability to carry out each essential responsibility with a satisfactory level of proficiency. The details above are representative and do not constitute an exhaustive list of all required knowledge, skills, and abilities.

Benefits & Compensation Highlights

We offer competitive compensation commensurate with experience.
Unlimited PTO — flexible time off for vacation, personal, and sick needs, effective after 30 days of employment
Comprehensive Health Benefits — medical (HDHP), dental, vision, and HSA, effective the first of the month following 30 days of employment
Life & Disability Insurance — group life, voluntary supplemental life, and company paid short-term disability and voluntary long-term disability coverage
401(k) with Strong Company Match — 100% match up to 5% of salary, plus a 3% Safe Harbor contribution and 2% discretionary profit share, after one year of service
Technology Allowance — monthly stipend for internet and phone

Equal Employment Opportunity

INdigital and its affiliate companies consider applicants solely on the basis of qualifications, without regard to race, color, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability, or any other legally protected status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Employment is contingent on eligibility to legally work in the United States.