Helpdesk Support Technician Tier 1

The IT Technician’s role is to support and maintain in-house technology equipment and IT assets. This includes installing, configuring, diagnosing, repairing, and upgrading all corporate hardware, software, and other equipment while ensuring its optimal performance. The person will also troubleshoot problem areas promptly and accurately and provide end-user training and assistance.

Strategy & Planning:

• Assist in developing long-term strategies and capacity planning for meeting future hardware and corporate technology needs.
• Aid in the deployment and maintenance of business continuity and disaster recovery plans, maintain current knowledge of plan executables, and respond to crises in accordance with business continuity and disaster recovery plans.
• Write technical specifications for the purchase of end-user hardware, software, and related peripherals.

Acquisition & Deployment:

• Conduct research on, and make recommendations for end-user hardware, software, and peripheral products in support of procurement and development efforts.

Operational Management:

• Receive and respond to all incoming Helpdesk-related requests regarding end-user hardware and/or software problems.
• Deploy end user hardware, software, and peripheral products in support of development efforts
• Document instances of hardware and software failure, repair, installation, patching, and removal.
• Consult with, and provide training and support to, end users on equipment operation, software application usage, and other issues.
• Consult with third-party support and equipment vendors.
• Install, configure, test, maintain, monitor, and troubleshoot end-user hardware, peripheral devices, printing/scanning devices, presentation equipment, telephones, and other technology equipment.
• Install, configure, test, maintain, monitor, and troubleshoot associated with end-user desktop software and remote access networking software products.
• Perform on-site and remote analysis, diagnosis, and resolution of complex hardware problems for a variety of end users and recommend and implement corrective solutions.
• Develop and maintain an inventory of all CPUs, monitors, keyboards, hard drives, memory sticks, modems, printers, scanners, telephones, and other peripheral equipment.
• Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations.
• Recommend, schedule, and perform hardware and peripheral equipment improvements, upgrades, and repairs.
• When necessary, assist in using, maintaining, and repairing medical equipment.
• Attend and participate in monthly department, All Staff, and other required meetings.
• Be familiar with and adhere to all clinical, administrative, and general policies and procedures as outlined in the CORNERSTONE Policy and Procedure Manual and Employee Handbook.
• Maintain confidentiality of all aspects of CORNERSTONE, including, but not limited to, patient confidentiality, financials, and employee relations.
• Performs other related duties as assigned.
• Prepare, process, and follow through on IT department purchase requisitions to ensure timely procurement of hardware, software, and related technology resources.

• College diploma or university degree in the field of computer science and/or 2 years of equivalent work experience.
• Certifications in CompTIA A+, Network +, Microsoft Certified Desktop Support Technician (MCDST), or other applicable Certifications
• Excellent technical knowledge of corporate hardware, software, networking, and other peripherals, including Adobe, Cisco, Dell, Hewlett Packard,
• Extensive equipment support experience with PC Desktops, Thin Clients, Printers, Copiers, and other network-capable devices.
• Working technical knowledge of current network protocols, desktop operating systems, and standards, including TCP/IP, DNS, Windows OS, and Virtual Environments.
• Working technical knowledge of corporate applications, including Internet browsers, Microsoft Office 365 Suite, Microsoft Visio, Adobe Acrobat Professional, and Antivirus
• Working technical knowledge of Microsoft Messaging technologies, including Microsoft Teams, Outlook with Exchange email and calendar services.
• Basic knowledge of telecom hardware, PBX, T1s, Analog Trunks, voice, and data wiring.
• Travel Demands: While performing the duties of this job, the employee is expected to travel to other organizational facilities in response to requests, projects, installs, routine inspections, and emergencies. IT Department employees will also be expected to transport IT equipment, supplies, and hardware using their vehicles.
• Be available and willing to participate in an on-call rotation, providing technical support during regular business hours, after hours, weekends, and holidays as required to ensure continuity of IT operations and timely response to critical issues.

Pulled from the full job description

• Health insurance
• Retirement plan
• Paid time off
• Flexible spending account
• Paid holidays, Competitive salaries I Health Benefits I Retirement plan I Paid Time Off I Sick Time I Flexible Spending I Dependent Care I Paid Holidays