IT Support Technician-M-F 8am to 5pm

The Support Technician is responsible for providing on-site tier 2 technical support and maintenance of the organization's computer systems, printers, and associated peripherals. The Support Technician will resolve software and hardware problems by troubleshooting, analyzing symptoms, identifying failures, and diagnosing faults using established processes and procedures to restore service to the customer. The Support Technician will provide excellent customer support in a patient, friendly, and helpful manner.

Essential Duties and Responsibilities:
• Responsible for administering the configuration, installation, troubleshooting, and support of IT-related hardware such as computers, printers, phones, iOS devices, and various associated peripherals.
• Demonstrates the ability to install, configure, and troubleshoot software and applications and escalate to the appropriate teams if outside of the Support team’s purview.
• Supports the Ops Engineering and DevOps teams by providing initial troubleshooting of networking and telephony systems.
• Resolves customer issues through clear communication and consistent follow-up, providing timely updates.
• Performs minor troubleshooting and repair of network and telephony cabling.
• Demonstrates the ability to utilize various technology-related tools used for troubleshooting and knowledge gathering for incidents. (ex. RDP, MECM, Active Directory)
• Demonstrates ability to collaborate with vendors and other technology teams to help resolve issues.
• Assists the Ops Engineering team with tasks associated with project implementations.
• Responsible for the move of technology equipment as requested by the end user or department.
• Provide comprehensive audio/visual support for conference rooms, ensuring seamless and efficient technology operation.
• Utilize the department’s ITSM tool to monitor work and document processes.
• Document and track all hardware assets using established processes and tools to maintain an accurate stockroom inventory.
• Participates in after-hours on-call support.
• Maintains a flexible schedule and is responsive to assignments that align with the department's service requirements.
• Assists the Service Desk by contributing to knowledge bases for documented processes, routine tasks, and incident resolutions.

Essential Skills
• Technically proficient with computer hardware, software, networking, and telephony.
• Demonstrate strong critical thinking and problem-solving skills.
• Provide exceptional customer service while providing IT user support.
• Displays and promotes a positive public relations approach to staff physicians, nurses, patients, their families, and the public.
• Must show the ability to function in a team setting by sharing information and assisting fellow team members and other technology teams.
Other Functions:
• Performs other duties as assigned.
 

Required Qualifications:
• High School Diploma / GED
• 1 or more years of previous helpdesk and/or desktop support experience.

Preferred Qualifications:
• 1 or more of the following certifications: 
CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, HDI Desktop Support Technician, ITIL Foundations.

Salary Range 24.30-36.44/hour