The IS Technician is responsible for the daily task involved in processing system information and support of all data communication equipment – Including but not limited to:

• Shows good choice of action through common sense, keen troubleshooting skills, knowledge, experience, and the ability to handle the usual as well as the unusual job events with minimal assistance from others.
• Uses good phone skills.
• Resolves user issues in a timely manner (access, connectivity, settings, application issues, etc. with in-house and 3rd party software).
• Assumes full ownership of problem resolution, status, and tracking using the helpdesk ticketing system.
• Basic process: Receive request, ticket creation, problem recognition, prioritization, research, isolation, troubleshooting, resolution or escalation, documentation, follow-up, and ticket closure.
• Maintains, repairs, and/or rebuilds computers, printers, phones, and other computer-related equipment.
• Installs hardware and software upgrades and manages IDs and permissions across the environment.
• Provides one-on-one computer training to employees.
• Performs limited Network Administration duties (Active Directory, some server support, running backups, application support, etc.).
• Monitors inventory.
• Performs data entry as required.
• Consistently demonstrates internal and external quality customer service standards to all that request assistance, responding in a professional manner.

Performs other duties and tasks as assigned.

Position Qualifications:

• 1 years of technical help desk experiences within IT is preferred
• In-depth Active Directory support
• In-depth understanding of Microsoft Applications (MS Office, Edge, Windows 10, Windows Server 2012 to 2019) Understanding of network troubleshooting (TCP/IP and Windows networking configuration)
• Understanding of Internet connectivity (DHCP, DNS, WINS, and Wireless)
• Understanding of PBX and phone system programming would be preferred but not required.

Organizational Relationships

• Supervises: No direct reports
• Contracts/Interacts with: Physicians, all hospital personnel.
• Career Path: IS Systems Admin / Network Engineer / HDIS
  • Suggested Promotion From Help Desk Technician
  • Suggested Promotion To Desktop Services Supervisor