IT Support Tech Level 1

Job Title:  IT Support Tech Level 1

Job Type:  Full time Monday through Friday 8:30 am – 5:30 pm

Responsibilities:

Responsible for direct support of health care related end-user systems and applications used by HunterCare Health affiliated businesses.  Acts as entry level support for end-user issues, including computers, printers, scanners, and various production software applications such as Microsoft Office Suite, Apple applications and other Windows applications.  This position will report directly to the It Manager and indirectly to the Director of Technology

Essential Job Functions:

• Use provided support portal ticket management system as directed to properly record, document, and track reported issues.
• Escalate tickets to Support Tech Level 2 as quickly as possible once it has been determined that the issue cannot be resolved in an efficient and timely manner.
• Create trouble tickets internally or externally if needing vendor support.
• Clearly and concisely document in the ticket management system all steps in the support process.
• Interaction with staff will be in person, by phone or online.
• Respond appropriately according to approved policies and procedures for support requests received from customers, staff, or others. Escalate promptly and appropriately any such request that is beyond normal area of responsibility or that requires expedition.
• Maintain company workstations or personal computers, regular maintenance including antivirus software reviews, computer cleaning, regular checkups of status and performance, review of use and recommendation of repair or upgrade or decommissioning as needed.
• Replace toner cartridges and basic troubleshooting of printers and fax units.
• Setup and/or troubleshoot a workstation, network outlet, company specific software and/or Office 365 products, fax or scanner.
• New employee setup / validation.
• Access control user setup and disable from system.
• Employee badge setup / validation.
• Apprise management of any customer need that needs to be addressed to assure customer satisfaction.
• Assist in keeping the work area clean and clear of any debris that could cause a work-related injury.

Knowledge, Skills, and Abilities:

• Preferred skills include but are not limited to: PC, Audio / Visual and Network support experience.
• Exhibit proficiency in Microsoft platforms from Windows 10 to Windows 11, Microsoft Office Suites tools.
• Excellent listening and communication skills, self-motivated with strong organizational and teamwork skills; and strong written and verbal communication skills.
• Understanding of local area networks, office automation software, and related equipment and devices, of computer maintenance requirements and procedures.
• Properly handle documents, emails, or phone calls according to appropriate regulations and guidance, including but not limited to, HIPAA.
• React promptly and appropriately to security-related incidents, regulations, and policies.
• Adhere to all applicable government and security requirements, processes, and regulations.
• Exhibit effective and professional interpersonal skills including written and oral communications.
• Must be customer service driven.

Special Requirements:

• Must be willing and able to perform all job-related travel normally associated with this position.
• Successful completion of HIPAA compliance testing and certification.

Physical Requirements:

• Able to lift / carry up to 50 pounds.
• Ability to bend at the waist, squat.
• Ability to work with hands, see and hear.

Conditions of Employment:

• Contingent upon a favorable background check.
• Contingent on passing a pre-employment drug screen.
• Maintain a valid driver’s license.

Working Environment:

The IT Support Tech Level 1 can expect to work in an office setting either at a desk or moving around depending on the need of the day.  There may be periods of high demand and other times may be less busy.  There may be a need to be offsite to assist customer needs. The above primary duties, responsibilities, and position requirements are not all inclusive.