IT Support Technician

At HealthFirst, our relentless dedication to saving lives drives us forward every day. With an impressive track record of approximately 1,000 lives saved annually and a remarkable total of 52,000 lives saved throughout our storied history, we make an undeniable impact. Each life saved is far more than a statistic; it represents the cherished connection between loved ones, family members, and dear friends. We stand resolute in our commitment and determination to make a lasting impact.

JOB OVERVIEW: 

The IT Support Technician will serve as the initial point of contact for all IT-related issues. Responsibilities include gathering comprehensive information about reported problems and conducting advanced troubleshooting routines to resolve them. Any unresolved issues will be meticulously documented, along with completed troubleshooting routines, and then escalated to the appropriate IT specialist for further review and resolution. Duties also entail promptly answering, logging, and tracking IT issues using our helpdesk ticketing system. Additionally, the role involves diagnosing and repairing hardware and software problems primarily related to Windows computers, with some exposure to Mac OS systems.

KEY RESPONSIBILITIES:

• Provide technical support and assistance to end-users via phone, email, chat, or in person experiencing problems with hardware, software, and other computer related issues. Track and report issues, escalate as appropriate, and help implement proactive, long-term solutions.
• Install, configure, and maintain computer systems, software applications, and peripherals, while documenting and tracking all support incidents and requests in a helpdesk ticketing system.
• Maintain user accounts, adds, removes, updates. Process and implement equipment and access in support of personnel moves, adds, and changes. Assist in on-going system audits to evaluate the utility and efficiency of system’s resources and communication components, and the effectiveness in meeting business goals and strategies.
• Make sure that all technology resources are available and in working order. This may include reimaging operating systems, installing software, handling warranty issues, and other related tasks.
• Create, modify, and maintain a current knowledge base.
• Ensure the company’s compliance with software end user licensing agreements. Enforce standards and accountability across all departments regarding software licensing.
• Provide recommendations for tools and technologies.
• Participate in special projects and perform other duties as required.

SPECIFIC KNOWLEDGE & SKILLS:  

• Advanced understanding of Windows 10 operating system and related office suite software, as well as Windows Server Administration (2012/2016) and Linux/Unix fundamentals.
• Knowledge of network wiring and cabling standards, use of network switches and hubs.
• Familiarity with SQL, Power Shell, and Office 365.
• A patient demeanor and excellent communication and customer service skills.

GENERAL SKILLS & COMPETENCIES: 

• Ability to work collaboratively with technical and non-technical team members.
• Works with clients over the phone to investigate issues and provide solutions.
• Ability to multi-task with a strong attention to detail.

MINIMUM WORK EXPERIENCE:

•  3 years working with helpdesk ticketing systems and remote support tools.

PREFERRED EDUCATION:  

• Associate degree in computer science or 3 – 5 years of related training or experience is preferred.

TRAVEL / PHYSICAL DEMANDS:

• May be required to lift and move computer equipment weighing up to 50 pounds.
• May be required to work outside of regular business hours.
• Travel typically less than 10%. Office environment. No special physical demands required.

SKILL: 

Exceptional understanding of the job and ability to apply knowledge and skills to complete a wide range of complex tasks. Complete tasks in creative and effective ways. Complete assignments and facilitate the work activities of others; may coordinate work beyond own area. Apply acquired knowledge of procedures and external regulations.

COMPLEXITY: 

Consistently work on complex and sometimes unique assignments requiring independent action and a high degree of initiative to resolve issues. Make recommendations for new procedures. Analyze complex technical or non-technical problems.

SUPERVISION: 

Work under minimal supervision and may act independently to determine methods and procedures on new assignments. May act as a facilitator or team leader.

PERFORMANCE REQUIREMENTS:  

Typically, to advance to a new job level, TSMs must demonstrate professional behavior and should consistently be at the high-end of meets expectations or consistently exceed expectations. 

HealthFirst is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.