IT Helpdesk Technician

Report To : IT Director

FLSA Classification: Full-Time, Non-exempt, Hourly $24.00- $35.36

Essential Functions:

• Provide first-level technical support to end users via phone, email, or in-person communication.
• Diagnose and resolve hardware, software, and network-related issues.
• Install, configure, and update software applications and operating systems.
• Assist in setting up and maintaining user accounts, permissions, and profiles.
• Troubleshoot and resolve issues related to printers, scanners, and other peripheral devices.
• Collaborate with other IT professionals to escalate and resolve complex technical problems.
• Keep accurate records of all helpdesk tickets, interactions, and resolutions.
• Communicate technical information in non-technical terms to end users.
• Provide training and guidance to end users on software and hardware usage.
• Stay updated on emerging technologies and industry best practices.
• Communicate clearly and professionally with PMC staff, including physicians, nurses, and other healthcare professionals.
• Other duties as assigned.

Help Desk, Information Technology & Information Systems, Technical Support, Customer Support/Service, 1st Level Support, Help Desk, Identify Issues, Software Administration, Operating Systems, Software Configuration Management, * Degree, certifications, or equivalent experience in Computer Technology field.

• Overall knowledge of network protocols such as IPX/SPX and TCP/IP
• Familiarity with firewalls, switches, routers, and other network hardware.
• Knowledge of Windows server and other Windows operating systems

Skills and Expectations:

• Kind and professional demeanor.
• Professional and well-groomed appearance at all times.
• Communicate positively and effectively, both written and verbally, with patients, family, and staff.
• Demonstrate effective organizational skills in an evolving environment.
• Work with honesty, compassion and integrity at all times.
• Understand and adhere to the scope of service for the department and this position.
• Understand and adhere to all of PMC’s policies and procedures.
• Understand and adhere to PMC’s Code of Conduct.
• Adhere to the strictest confidentiality and HIPAA regulations.
• Demonstrate a commitment to building and sustaining a diverse, inclusive, and equitable working environment.
• Ability to remain calm and efficient in emergency situations.
• Demonstrate strong problem-solving skills.
• Demonstrate strong emotional intelligence.

Physical Requirements:

• Must be able to remain in a stationary positon 50% of the time.
• Must be able to move and traverse about the facility 50% of the time.
• Frequently transport objects weighing up to 50lbs
• Occasionally position objects weighing up to 100lbs.
• Must be able to communicate and exchange information in a way others will understand.
• Must be able to recognize details such as color and depth within a few feet of the observer.
• Frequently operates computers, machinery, and other healthcare equipment.
• Constantly positions self to complete essential functions.
• May be required to wear N95s or PAPRs throughout the shift