IT SUPPORT TECHNICIAN I or II

The IT Systems Support Technician provides Level 1 technical assistance and support for all corporate staff, systems, peripherals, hardware, and software. This entry level position triages multiple incoming priorities, understands staff service needs, responds to inquiries/requests/issues, provides technical support, and identifies and resolves issues/incidents with a high degree of satisfaction, technical knowledge, and timeliness.  This position responds to queries, stages new equipment, projects, supports the clinic software configuration, and isolates issues to determine root causes and the solutions for the problems.

EXPERIENCE / EDUCATIONAL REQUIREMENTS:

Education:

• Technology background and formal training strongly preferred
• Hardware or Microsoft training or certification suggested but not required

Experience:

• 1 years of experience supporting information technology environments
• Help desk software use a plus
• Knowledge of troubleshooting various hardware and peripherals
• Software and application software support
• Superb attention to detail and the ability to prioritize and deliver in a fast-paced, quickly changing environment
• Ability to collaborate cross-functionally
• Strong interpersonal and communication skills
• Strong sense of ownership and proactivity

ESSENTIAL FUNCTIONS:

The essential functions include, but are not limited to, the following:

•  Proficient with installing and supporting Microsoft Office technologies, Microsoft Office Suite, Microsoft operating systems, desktop applications, and anti-virus management
• Working knowledge and experience with hardware and peripheral troubleshooting/support, service delivery systems, remote user networking (e.g., TCP, IP, etc.), and operating system support
• Provides technical support to clinical and management staff for technical inquiries, issues, incidents, and requests in a timely manner to maintain a positive and productive work environment.
• Assists designated support vendors in troubleshooting Level 1 inquiries/issues and takes full ownership of escalated inquiries/issues from support tickets.
• Tracks service requests and incidents and builds knowledgebase within the help desk software to include the problem-solving process, decisions, actions, and timely resolution.
• Completes project-based tasks on technology products via checklists (e.g., Tablets\device upgrades, workstation replacements, laptop maintenance, network security etc.).
• Supports installation, troubleshooting, applications, operating systems, patches, and hardware platforms.
• Installs and configures computer systems, phone hardware, and software, identifies causes of issues and incidents, diagnoses hardware and software failures, and resolves technical problems.
• Partners with the Network Security team on the prevention, incident response, and mitigation of IT security-related items.
• Develops and maintains relationships with clinic operators, managers, and vendors to communicate updates/priorities (e.g., EHR\PM systems, hardware, and software problems, computer upgrades, network setup and diagnoses, etc.), gather and triage information, apply quick resolution to issues, provide technical expertise, and maintain an environment of mutual respect, trust, and support.
• Sets up equipment in a staging area for local install or shipment and assists in the installation, if necessary, at local and remote locations.