IT Support Tech I - FT

About the role

Serves a crucial role as the initial contact in providing tier 1 technical support and assistance to all hospital staff, working onsite and remote, supporting the ongoing operation of IT systems, and resolving issues efficiently. Performs shift duties, system maintenance tasks, and other computer operation jobs. Works directly with the Service Desk team members to resolve issues within the team prior to escalation if possible.

Responsibilities

• Provides first line response for users requiring assistance with IS equipment and systems and assists users with initial troubleshooting
• Assists with self-service password resets for AD integrated systems, and assists with password resets for other hospital systems
• Inputs, assigns, and tracks work orders and support tickets
• Monitors various systems as necessary to verify interface connectivity, and to check for miscellaneous errors and problems
• Regularly monitors incoming voicemail and email
• Completes daily responsibilities and issue logs
• Communicates to co-workers any pertinent issues and/or problems occurring during the shift
• Performs all the applicable shift duties, system maintenance tasks, and other computer operation jobs as required
• Maintains up-to-date knowledge of operating procedures and standards
• Analyzes issues and acts within scope of knowledge; escalates issues further to the next appropriate person(s) if needed
• Assists as a reliable resource for at least one of IT Support core additional responsibilities, which may include, but are not limited to:
  • access management setup
  • submitting and coordinating data submission to outside agencies
• Coordinates activities with IT Support, Networking, Epic Training, and Programming to ensure good customer service
• Creates documentation for inter-departmental training or for end users as needed
• Trains other IT Support staff or end users as needed
• Assists as needed with other additional responsibilities which may include, but are not limited to:
  • submitting/processing Canon and HP printer maintenance requests
  • ordering supplies
  • maintaining department and support telephone numbers
• Other duties as assigned

Skills and abilities

• Maintains regular, consistent, and punctual attendance at the assigned job location
• Good customer service and organizational skills
• Experience with Microsoft Windows, Microsoft Office Suite, MS Edge
• Ability to identify, research, document, and resolve problems
• Displays knowledge of all computers, peripheral equipment and various software programs applicable to the position
• Typing skills preferred
• Knowledge of PCs, printers, and networking preferred
• Ability to perform in high pressure situations
• Work productively and independently with limited supervision
• Demonstrates documentation skills
• Demonstrates the ability to consistently follow documentation and instructions

Qualifications

• Associate’s degree or equivalent experience preferred
• CompTIA + certificate preferred
• One (1) year of experience as a helpdesk specialist or other related proven computer experience will be considered; related education/experience may be substituted at the discretion of the department leadership

Pay

$23.59 – $35.02 USD per hour (rate for an individual with significant experience in this job)

Schedule

Full time; 80 hours per pay period; varied shift

Physical/Mental/Environmental Requirements

• Able to stand, climb, stoop, bend frequently; positions require considerable physical activity
• May be required to lift up to 75 pounds
• Requires ability to tolerate exposure to conditions which may include toxic chemicals, bio-hazardous materials, dirt, dust, fumes, smoke, heights, high temperatures or confined spaces
• Able to use proper body mechanics to lift supplies and equipment and push carts and dollies weighing up to 500 lbs
• Needs adequate color vision; must wear protective clothing as required
• May be required to travel to various locations
• Ability to communicate effectively through reading, writing, and speaking in person or on telephone