IT SUPPORT TECHNICIAN I

CHARACTERISTICS OF WORK:


The IT Support Technician provides Level 1 technical assistance and support for multi-location 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, managed multiple 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

• 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 with local and remote staff
• Strong interpersonal and communication skills
• Strong sense of ownership and proactivity needed to help market the position and the support given.

• 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 that target local as well as remote locations.
• 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 while considering innovative options to improve operations 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.

• Ability to diagnose and resolve basic and moderately complex technical and computer systems issues, hardware, software, networking, server, and operator problems
• Ability to multi-task, meet deadlines and function in a fast-paced, high-volume environment while maintaining a high level of customer service
• Ability to work with users at all levels of skills and abilities
• Ability to develop and maintain positive business relationships and foster an environment of mutual respect, understanding, trust, and support
• Ability to analyze and organize information and to create effective and accurate documentation and reports
• Ability to anticipate and respond to the needs of stakeholders (e.g., internal, and external customers, etc.) in a timely manner