IT Support Tech I

About the role

The Level I IT Field Support Technician provides front-line technical support and field service to Axia Women’s Health care centers across their designated region. This role is responsible for resolving routine technical issues involving desktop hardware, software, and network connectivity.

Responsibilities

• Provide first-level technical support for desktop hardware, software, and peripherals
• Respond to and resolve basic service requests and incidents from end users
• Troubleshoot and repair routine network connectivity and cabling issues
• Install, configure, and maintain desktop operating systems and standard applications (Windows, Microsoft 365, etc.)
• Support printing, scanning, and troubleshoot hardware performance and functionality issues
• Document all work performed, including troubleshooting steps and resolutions, in the IT service management system
• Escalate unresolved or complex issues to the Level II team when appropriate
• Assist with the setup and deployment of new equipment for clinics and offices
• Travel regularly to care centers across Pennsylvania and New Jersey to provide on-site support
• Perform other duties as assigned

Requirements

• Strong customer service orientation with clear communication skills
• Basic troubleshooting and problem-solving abilities
• Able to follow instructions, document steps, and work as part of a team
• Organized and detail-oriented; able to manage multiple tickets or requests
• Comfortable working in clinical environments and supporting non-technical users
• Technical experience with: Microsoft Windows OS and Microsoft 365 Suite, Basic network connectivity and cabling knowledge, Printer and scanner setup and troubleshooting

Skills

• Technical experience with: Microsoft Windows OS and Microsoft 365 Suite
• Basic network connectivity and cabling knowledge
• Printer and scanner setup and troubleshooting
• Familiarity with ITIL principles or IT service desk operations
• CompTIA A+ or equivalent preferred

Qualifications

• Education: Associate’s Degree in Information Technology or related field; equivalent technical training or experience may be considered
• Experience: 1–2 years of technical support or help desk experience preferred
• Exposure to healthcare IT or electronic health record systems (eClinicalWorks, Epic, Athenahealth, etc.)

Benefits

• Full-time benefit eligibility with benefits beginning the first of the month after starting
• Choice of multiple medical insurance plans to best meet your needs
• Additional insurance options including dental, vision, supplemental life insurance, FSA, HSA w/ employer contribution, identity theft, long term care, pet insurance and more
• Axia-paid life insurance, short-term and long-term disability
• Immediate 401(k) contribution option with employer match after one year
• Generous PTO offering with additional time off for volunteering
• Free counseling for colleagues and family members, including parents and parents-in-law
• Access to discounts on Hotels, Theme Parks, Gym Memberships, and more through the Great Works Perks Program