IT Support Technician I

• The IT Support Technician I provides in-person and/or remote technology support services to team members across the organization. In addition to providing break/fix support, the IT Support Technician I also assists with managing IT inventory, supports projects, and writes documentation for common processes.
• This position provides accurate and timely support services for end-user computing devices.
• The IT Support Technician I uses a ticketing system to track and document their work.

Responsibilities:

• Respond to and resolve incidents and requests for assistance with computer systems, and provide a superior customer support experience for all users.
• Install computer hardware and software, including desktops, laptops, printers, scanners, tablets, operating systems, audio-video, phones and applications. This includes installation, repair, and relocation of devices, as required.
• Maintain documentation for each incident and request, and escalate complex problems to the next level of support per documented procedures
• Follow organizational standards for devices and software as approved and directed by leadership. Report any non-standard installations of software or hardware to leadership.
• Work with networking and systems administration staff, as required, to provide proper end-user related network, servers, and applications/systems.
• Contribute to maintaining hardware and software license inventory records. Assists with site walk-through and audits, to ensure accurate equipment and compliance.
• Assist fellow IT Support Technicians to improve teamwork, knowledge, and customer service. Take appropriate direction from supervisor, manager, and senior leadership.

• High School Diploma/GED
• Minimum of two (2) years’ experience supporting the following hardware: desktops, laptops, thin clients, cellular phones, tablets, and related peripherals:
• Minimum of two (2) years’ experience supporting Microsoft Windows 10 and Microsoft Office 365, including Word, PowerPoint, Excel, Outlook and OneDrive.
• Minimum of two (2) years’ experience supporting networking technologies, including LAN, Wi-Fi, and VPN.
• Minimum of two (2) years’ experience working with Active Directory, SCCM, ticket management software such as ServiceNow, and video communication software such as Zoom.
• Minimum of two (2) years’ experience of customer service.

Preferred Experience:

• One (1) year of experience in a healthcare IT position.
• One (1) year of experience supporting Apple Mac desktops, laptops, iPads, and iPhones.

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