IT Support Technician

Role Overview

• Receive, log, and route user calls for assistance or repair; monitor trouble call/resolution information; follow-up on and report aged calls to ensure timely response.
• Troubleshoot and coordinate resolution to desktop communication problems, networking and remote system connections; troubleshoot software and equipment errors, and coach users in correcting reported problems.
• Inform and train users in equipment and software operation; analyze and make recommendations on response time, training design, user support needs, and customer satisfaction.
• Prepare, maintain and follow technical documentation and procedures; perform preventative maintenance and repair hardware.
• Research, evaluate, test hardware and software products, and systems solutions; install, configure and test hardware and software, prepare reports and proposals for service.
• Carry out security administration by maintaining tables and adding, purging, and migrating users.
• Assist in ensuring data integrity. Maintain confidentiality of all information contained in NVHC systems
• Coordinate equipment deliveries, software licensing compliance, inventory, and asset control.
• Consult with users on re-engineering business processes and the use of technology, products, and services; develop and conduct training in operation and use of hardware and software.
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• Maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Travel to health center locations when necessary
• Follow and suggest updates to department procedures
• Comply with HIPAA, OSHA and other regulatory requirements
• Completion of other assignments made by department leadership

Requirements

• High School diploma or equivalent and two years of experience in hardware/software support or Associate degree in related field
• Networking and server management experience
• Excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization
• Must develop positive working relationship with teammates and customers

Benefits

• Competitive compensation, with annual merit increases
• Company sponsored PPO medical plan and buy-up option, vision, and dental plans
• 403(b) retirement plan with employer match
• Generous time-off policy, and ten (10) paid holidays plus one (1) float holiday
• Company paid life/AD&D and long-term disability policies