IT Desktop Support Technician

The IT Support Specialist contributes to the overall IT success of Cabinet Peaks Medical Center, and our healthcare customers. This individual provides technology support to users that utilize several applications and systems including EHR, RIS, PACS, Dictation, Microsoft Office, operating systems etc. They will also support a variety of equipment comprising desktops, laptops, printers, scanners, phones, network devices, etc. The Support technician will provide technology support onsite, remotely, over the phone and via email. Analyzing computer systems and making proactive recommendations to improve processes and workflow is not only welcomed but also encouraged in this role.

Major Job Duties & Responsibilities

Collaborate with operational leadership and other partners to assess and deliver on functional needs of the business in relation to hardware and software standards.

Visit remote locations to check in with the managers and all other users to find new and resolve active technology issues

Assist with installation, relocation, configuration, troubleshooting and ongoing usability of phones, desktop computers, peripheral equipment and software.

Evaluate existing systems to analyze, design, recommend and implement system updates and/or changes.

Monitor and maintain computer rooms, while keeping a working knowledge of the configuration and purpose of the equipment in each room

Collaborate with technology vendors (application, network, telecom, etc.) to escalate issues and create service requests in a ticketing system. Communicate and deliver resolution to end users.

Provide end user support with application functionality and escalate issues as needed.

Provide desktop and laptop maintenance including operating system refresh, hardware upgrades and replace component parts.

Enter, monitor and complete all entries in the Helpdesk tracking system, which includes stating the issue(s), listing all troubleshooting steps, providing a resolution and marking the records as complete.

Interact with leadership in organizational teams to resolve user issues and further develop understanding of systems, applications and workflows

Maintain a strong working knowledge of all the equipment and systems supported by the IT department by keeping current with all documentation.

Utilize industry best practices to maintain appropriate level of network and computer systems security as established and compliant with HIPAA regulations. Identify and work with IT technology staff to rectify any noted deficiencies.

Perform system preventative maintenance and assist with setting up and maintaining acceptable cable management practices.

Create, change, and disable user accounts and user permissions per request with appropriate approvals.

Educate staff and physicians on computer technologies, security and best practices.

• Exceptional customer service skills
• Operational experience with Microsoft 365 administration, users, mailboxes etc.
• Knowledge of technology solutions, including desktops, laptops, printers, file servers, print servers, networking.
• Solid understanding of computer systems characteristics, features, and integration capabilities.
• Ability to work with multiple technologies and ability to quickly learn and use new technologies.
• Technical experience with network cabling, switches.
• Strong knowledge of Microsoft Windows operating systems, computer installation and connectivity.
• Demonstrated ability to apply technology solutions to business problems.
• Demonstrated aptitude for learning new technologies and new program development.
• Must be extremely organized, highly motivated self-starter with excellent attention to detail.
• Exceptional multi-tasking skills.
• Ability to react to change productively and manage priorities
• Excellent written and oral communication skills.
• Strong interpersonal and tactical skills.
• Ability to articulate ideas to both technical and non-technical addressees.
• Great analytical, evaluative, and problem-solving abilities.
• Exceptional customer service orientation and keen attention to detail., * Two years experience in Business/Enterprise support services, with a demonstrated ability to solve the most complex desktop support issues
• Solid experience in Microsoft Windows and Apple macOS operating systems
• Experience in computer networking configuration and architecture.
• Advanced skills in Microsoft Office applications, specifically Word, Excel, and Outlook.
• Understanding of the Adobe Suite of products.
• Knowledge of backup and recovery software applications.

Pulled from the full job description

• 403(b) matching
• 403(b)
• AD&D insurance
• Health insurance
• Vision insurance
• Dental insurance
• Disability insurance, Full-time benefits package includes medical, dental, vision, long-term disability (LTD), and life & accidental death and dismemberment (AD&D) insurance for you and your eligible family members, plus a 403(b) retirement plan with employer match.

Cabinet Peaks Medical Center is committed to providing a safe, efficient, and productive work environment for all employees. To help ensure a safe and healthful working environment, each applicant to whom an offer of employment has been made will be required as a condition of employment to undergo a substance test. Additional pre-employment items may be required. Please contact Human Resources for details.