Information Technology Tech I

About the role

The Information Technology Technician I supports and maintains in-house computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware, equipment, operating systems, and software while ensuring optimal workstation performance. The role involves troubleshooting problem areas in a timely and accurate fashion and providing end-user training and assistance. This position may require on-call responsibilities and rotational shift coverage (e.g., early and late shifts) depending on organizational needs. The role supports organizational goals by providing quality customer service, participating in performance improvement efforts, and demonstrating a commitment to teamwork and cooperation.

Responsibilities

• Assists in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance.
• Accurately documents instances of hardware and software failure, repair, installation, and removal.
• Recommends, schedules, and performs PC, hardware, software, and peripheral equipment improvements, upgrades, and repairs.
• Works with end users to identify and deliver required PC service levels.
• Liaises with, and provides limited training and support to, end users and staff on computer operation and other issues.
• Installs, configures, tests, maintains, monitors, and troubleshoots end-user workstation hardware, software, networked peripheral devices, and networking hardware products.
• Installs, configures, tests, maintains, monitors, and troubleshoots associated end-user workstation software and networking software products.
• Performs on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommends and implements corrective hardware solutions, including off-site repair as needed.
• Receives and responds to incoming calls, pages, and/or e-mails regarding PC and/or hardware and software problems.
• Develops and maintains an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment.
• Monitors and tests PC performance and provides PC performance statistics and reports.
• Constructs, installs, and tests customized configurations based on various platforms and operating systems.
• Liaises with third-party support and PC equipment vendors as necessary.
• Actively identifies and pursues growth opportunities within or outside of the current team.
• Understands and practices AtlantiCare’s values.
• Adheres to AtlantiCare and AIT Policies and Procedures.
• Follows and adheres to ITIL processes: Incident Management, Problem Management, and Change Management.
• Performs other duties as assigned.

Requirements

• High School Diploma or equivalent required.
• A+ Certification or equivalent required either upon hire/transfer or within 1 year of hire/transfer.
• Valid Driver’s license required.
• Microsoft Certified Solutions Associate Certificate preferred.
• 1 to 3 years of experience in an IT-related field required.
• Knowledge of commonly-used concepts, practices, and procedures within an IT-related field required.
• Strong analytical and problem-solving skills required.
• Strong verbal and written communication skills required.
• Must be customer service-oriented and perform within AtlantiCare’s values: collaboration and adaptability/initiative.
• Previous experience in the healthcare field preferred.
• Help Desk or Technical Support experience preferred.

Working Conditions

• Requires balancing, climbing, fingering, grasping, hearing, kneeling, reaching, reading, seeing, speaking, standing, and stooping a majority of the time.
• Ability to carry, lift, push, and pull up to 75 lbs. required.
• Occasional driving required.

Performance Expectations

• Works under regular supervision and seeks guidance in unfamiliar situations.
• Interacts with immediate colleagues and may have some contact with customers, suppliers, and partners.
• Performs routine activities in a structured environment and requires assistance in resolving unexpected problems.
• Utilizes basic functions, tools, applications, and processes.
• Demonstrates a rational and organized approach to work.
• Contributes to identifying own development opportunities and learns and applies new skills.
• Follows organizational standards and has sufficient communication skills for effective dialogue with customers and peers.
• Is able to work in a team.
• Actively understands relevant legal, legislative, and policy issues as they relate to the area of responsibility.

Benefits

• Generous Paid Time Off (PTO).
• Medical, Prescription Drug, Dental, and Vision Insurance.
• Retirement Plans with employer contributions.
• Short-Term and Long-Term Disability Coverage.
• Life and Accidental Death & Dismemberment Insurance.
• Tuition Reimbursement to support educational goals.
• Flexible Spending Accounts (FSAs) for healthcare and dependent care.
• Wellness Programs.
• Voluntary Benefits, including Pet Insurance and more.

Benefits offerings may vary based on position and are subject to eligibility requirements.