IT Support Technician

J  o  b    D  e  s  c  r  i  p  t  i  o  n

          Joy                         Care                      Competence                    Respect

Position Summary

Under general supervision, the IT Support Technician provides front line support to customers.  The IT Support Technician resolves issues while referring more complex problems to Support Engineers and/or leadership.  This role is responsible for PC desktop/laptop configuration and maintenance, mobile devices, printers, peripheral devices, and application support including Windows operating systems, software, and other applications.

High School Diploma or equivalent is required.

Associates degree in Computer Science or related field is preferred.

1-2 years of experience in software, hardware, operating systems, installation procedures, and applications is preferred.

A+ Certification is preferred.

Knowledge of all applicable requirements, regulations, and laws.

Problem-solving skills and troubleshooting abilities.  Skill in effective use of applicable technology/systems.

Ability to build strong customer relationships with demonstrated customer service skills.  Strong interpersonal skills.

Ability to grasp concepts quickly.

Outstanding written and verbal communication skills.  Ability to draft technical documentation or communication.

Seeks to acquire knowledge in the area of specialty; possesses basic networking knowledge.

Ability to work within tight timeframes, meet deadlines, and handle multiple priorities.

Responds to and takes ownership of inquiries from customers and helps resolve basic to intermediate hardware or software problems. Performs software, hardware, and other peripheral configuration, installation, repair, and maintenance for end users. Assists in the support of virtual desktops, software, and related equipment as well as with Ancillary and Facilities software and hardware.

Provides front-line technical support; answers support queries via phone, e-mail, in person, and through other methods as appropriate.  Handles confidential and non-routine information and explain policies and procedures when necessary. Follows up and resolves issues or concerns and advise management, as necessary.

Logs all reported issues in the ticketing system. Provides accurate records for each call in an incident management tracking tool and regularly reviews ticketing system for calls in queue.  Generate and oversee helpdesk end user documentation for frequently asked questions and procedures.

Understands and has a working knowledge of all Information Technology Services (ITS) policies, product lines, and services to better inform decision making and communicating with clients.

Identifies and escalates critical issues to appropriate IT product line or colleague.

Utilizes knowledge of operations of commonly used HSHS software, hardware, and other equipment.

Stays updated on healthcare technology changes or problems; reviews available help resources.

Follows policies and procedures regarding response times and documentation, adheres to Service Level Agreements (SLAs).

Implements basic security compliance tasks and initiatives under the guidance of the Security Compliance team.

Possess the information, skill, and understanding of the work to be performed.  Actively participates in continuing education opportunities and maintains certifications, licensure as appropriate.

Abides by all safety requirements including demonstrating proper hand hygiene and wearing of Personal Protective Equipment (PPE), if applicable. 

Complies with all standards, policies and procedures including dress code, attendance and punctuality.  Attends required in-services and meetings and completes all mandatory competencies by deadline. Commits to keeping all patient, student or colleague information confidential and maintains ongoing communication and collaboration with team members. 

The purpose of this job description is to provide a summary of the major responsibilities performed by colleagues in this position. Colleagues may be requested to perform tasks other than those specifically presented in this job description.  Variances in job duties performed may exist between facilities, and colleagues may perform other related duties as assigned to meet the needs of the organization.

PHYSICAL, MENTAL AND ENVIRONMENTAL REQUIREMENTS

Physical, Mental and Environmental Requirements Category:

Support Services

Standing

X

Walking

X

Sitting

X

Lifting

X

50 lbs.

Carrying

X

50 lbs.

Pushing

X

50 lbs.

Pulling

X

50 lbs.

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Use of Hands/Dexterity

X

Talking

X

Hearing

X

Eye/Hand/Foot Coordination

X

Extreme Cold

X

Positions in this category may experience any of

these conditions in his/her work environment.

Extreme Heat

X

Positions in this category may experience any of

these conditions in his/her work environment.

Humid

X

Positions in this category may experience any of

these conditions in his/her work environment.

Wet

X

Positions in this category may experience any of

these conditions in his/her work environment.

Noise

X

Positions in this category may experience any of

these conditions in his/her work environment.

Hazards

X

Positions in this category may experience any of

these conditions in his/her work environment.

Temperature Change

X

Positions in this category may experience any of

these conditions in his/her work environment.

Atmospheric Conditions

X

Positions in this category may experience any of

these conditions in his/her work environment.

Vibration

X

Positions in this category may experience any of

these conditions in his/her work environment.

Other

Positions in this category may experience any of

these conditions in his/her work environment.