IT SUPPORT DESK TECHNICIAN

Job Description

Job Description

POSITION DESCRIPTION

JOB TITLE : IT Support Desk Technician

DEPARTMENT : Information Technology

REPORTS TO : Support Desk Manager

FLSA STATUS : Nonexempt

CREATED DATE : 12 / 3 / 10

REVISION DATES : 02 / 01 / 2025

POSITION SUMMARY

The IT Support Desk Technician provides technical support to end users over the phone, at the user desk, or using remote access to log onto a user computer. The Technician will refer server issues to one of the CCHS network administrators.

KEY RESPONSIBILITIES

• Provides first-level contact and problem resolution for users with hardware, software, and application problems.
• Resolves user-ticketed problems within scope of expertise using given tools.
• Sets up and configures hardware for use at various buildings, including installing the operating system and Company software, connecting to the network, and configuring for first-time usage.
• Monitors the Organization’s computers on the CCHS network to ensure they are free from viruses, malware, and trackers that could potentially leak private patient information outside the Organization.
• Accesses employees’ computers remotely through ticketing system in order to provide updates and enhancements.
• Manages user passwords through Active Directory. Sets up end users with email accounts and other network resources.
• Interacts with third-party vendors to receive support for various equipment and software
• Supports development and implementation of new computer projects such as training centers, etc.
• Maintains an inventory of all computers and laptops.
• May perform other duties as required.

JOBS THIS POSITION DIRECTLY SUPERVISES

If no supervisory duties, leave blank.

POSITION REQUIREMENTS

Education : Associate’s Degree in related filed.

Experience : Requires a minimum of four years experience building and configuring PCs and laptops and a minimum of two years experience providing remote IT support. Requires the ability to adapt to every changing IT environment. Must have working knowledge of Active Directory and understanding of VOIP, TCP / IP, DHCP, DNS 802.1 technologies. Ability to multi task; great interpersonal skills, calm demeanor, and well organized.

Licenses or Certifications : A , N preferred

Mental Requirements

Level 1 – Requires some concentration and normal attention. Generally, once the job is learned, the tasks can be performed more or less automatically.

Level 2 – Requires high periods of concentration intermittently and normal attention. Generally, even once the job is learned, tasks will require normal attention to deal with recurring variables.

Level 3 – Requires a high level of concentration and high level of attention intermittently. Generally, the approach to tasks may be consistent, but the number of steps required and / or the number of variables involved creates the possibility of errors unless the incumbent pays close attention.

Physical Requirements

Activity

Approximate % of Time

Comments

Sitting

Most of the technician’s work is done from his / her desk at admin through remote access and phone support.

Standing

The technician may stand for long periods of time when sent out to various locations to do onsite work.

Walking

Very little walking is required.

100%

Approximate percentage of time spent lifting, pulling and / or pushing : 30%

Maximum number of pounds required (with or without assistance) : 50 pounds

Types of objects the incumbent is required to lift / pull / push. Desktops, printers, servers and other IT equipment

Machines and Equipment Used :

Machines, Equipment, Tools

Approximate % of Time

Degree of Hand : Eye Coordination Required

100%

Normal

High

Approximate percentage of time incumbent spends in “on-the-job” travel , excluding commuting to regular work location : up to 50%

Working Conditions

The workplace is comfortable and does not present any obvious health risks. Possibility of small cuts when repairing, lifting, and transporting computer equipment.

OTHER REQUIREMENTS

The IT Helpdesk Technician position requires a cool head and a steady finger. Most of the time the Technician will be working on several issues at once such as installing an OS onto a computer, fixing a broken cell phone, remotely accessing an employee’s computer to configure a printer, all while trouble shooting a different employee issue over the phone. The Support Desk is not just phone support, but handles issues from workstations to servers, at which time the network administrators will take over.