What are the responsibilities and job description for the IT Technician I position at WACO FAMILY MEDICINE?
primary RESPONSIBILITIES:
- Serve as the initial point of contact for IT support via phone, ticketing system, and in-person requests
- Troubleshoot and resolve common hardware, software, and access-related issues
- Accurately document incidents, requests, and resolutions in the ticketing system
- Escalate issues to higher-level support when appropriate, providing complete and accurate details
- Provide timely updates and follow-up communication to end users
- Assist with account provisioning, password resets, and basic access management
- Maintain knowledge of standard IT procedures, systems, and supported applications
- Comply with all policies related to data security and patient confidentiality (HIPAA)
ADDITIONAL RESPONSIBILITIES:
- Assist other Technical Support team members as directed by the supervisor.
- Participate in projects as a support resource to the Epic & Systems team, as needed.
- Be available for occasional after-hours implementations or support tasks.
- Perform any other duties as assigned by the supervisor.
physical and mental requirements:
- visual and auditory accuracy
- shift length - 9 hours
- indoor setting
- frequent use of computer
- extended periods of standing, sitting
- frequent use of telephone
- continuous repetitive grasping and manipulation of both hands
- continuous conversational communication
- frequent walking, bending, reaching, twisting, kneeling, squatting, climbing
- occasional exposure to mechanical and electrical conditions
- occasional carrying, lifting, pushing and pulling of up to 55 lbs.
- occasionally working in noisy and confined areas
- frequent use of personal transportation with US Standard gas reimbursement provided.
- occasional travel
- understand/carry out simple/detailed, oral/written instructions
- memorize and retain instructions
- read and interpret detailed specifications
IT Technician I
REPORTS TO: IT Support Manager
EDUCATION & EXPIERENCE:
- IT support or customer service experience preferred
- Associate degree in Information Technology or related field preferred, but not required
SUMMARY:
The IT Technician I serves as the first point of contact for all IT support requests. This role is responsible for providing timely, customer-focused technical support to staff, resolving common issues, and ensuring accurate triage and escalation of more complex problems. This position plays a critical role in maintaining day-to-day IT operations across the organization.
SKILLS & QUALIFICATIONS
- Strong customer service and communication skills
- Basic knowledge of Windows, Microsoft 365, and common business applications
- Familiarity with computer hardware and mobile devices
- Ability to follow documented procedures and troubleshoot routine issues
- Strong attention to detail and organizational skills