IT Support Technician

JOB PURPOSE:

The purpose of this position is to perform work at the full performance level to configure, install and maintain end user computing hardware, operating systems, and standard application software. This position requires an individual knowledgeable in information security; networking technology standards; and peripheral devices such as printers, scanners and mobile devices.

ESSENTIAL FUNCTIONS INCLUDE BUT NOT LIMITED TO:

• Configure, install, troubleshoot, and maintain end user computing hardware/software in a networked environment.
• Configure, install, troubleshoot, and maintain peripheral devices such as printers, scanners, mobile devices including cell phones and tablets.
• Identify network, hardware, and software problems utilizing diagnostic and troubleshooting skills.
• Install, configure, and update operating systems and workstation applications.
• Assist in developing, applying, and maintaining changes to achieve optimum performance to meet customer expectations for reliability and stability.
• Provide end user support. Resolve issues pertaining to workstation operation.
• Ensure all scheduled support activities and project deadlines are met while maintaining a high level of user satisfaction and confidence.
• Communicate frequently both verbally and in writing with end users and other customers.
• May serve as the escalation point for technical and customer related issues.
• Assist in maintaining hardware and software inventories.
• May ensure adequate coverage is maintained by coordinating scheduled and unscheduled leave and maintaining a backup coverage plan.
• May coordinate meetings with team members to address issues and provide technical assistance.
• May ensure all technical issues entered into the ticket system have full and proper documentation and are closed to a successful resolution.
• Creating technical reports to assist with the compilation of operations and maintenance knowledge base and materials.
• Additional responsibilities as assigned within scope of practice.

BEHAVIORAL STANDARDS

• The individual must support the mission, vision, and goals of Avem Health Partners and serve as a role model within the company.
• Exhibit positive customer service behavior in every day work interactions.
• Demonstrate a courteous and respectful attitude to internal workforce and external customers.
• Communicate accurately and appropriately.
• Handle difficult situations in a discreet and professional manner.
• Hold self-accountable for professional practice.
• Participate in performance improvement activities utilizing principles to support and improve departmental goals.
• Demonstrate knowledge of unit goals and is active in committees and projects to achieve these goals.
• Keep current with literature regarding changing practices, interventions and best practices.
• Assume responsibility for seeking out educational and professional opportunities for personal learning needs and growth as well as meeting mandatory education requirements.
• Act as a preceptor as requested.
• Demonstrate excellent work attendance and actively participate in a variety of meetings and training sessions as required.
• Adhere to the Avem Health Partners Code of Conduct and Standards of Behavior. Complies with established policies and procedures and all health and safety requirements.

EDUCATION/QUALIFICATIONS:

• Associates degree or two to five years related experience or training.
• Outstanding customer service, interpersonal and written/verbal communication skills.
• A solid understanding of desktop software, hardware, and peripheral troubleshooting.
• Demonstrated end user computing hardware installation and configuration skills.
• A solid understanding of Windows operating systems as well as Microsoft Active Directory.
• A solid understanding of TCP\IP networking.
• Experience with basic printer/copier setup and troubleshooting.
• Ability to talk users over the phone through simple maintenance tasks and/or resolve the users issues/questions.
• Attention to detail skills.
• Experience with the following preferred: Microsoft Office 365, Video conferencing technologies and other productivity software.

CERTIFICATION/LICENSURE:

• Valid drivers license
• Valid A or Network certification preferred

PHYSICAL REQUIREMENTS:

• To perform this job successfully, an individual must be able to perform each essential job duties satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Such accommodations must be requested by the employee/applicant to be considered.
• This job requires visual abilities, auditory abilities, must be intact to perform duties.