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IT Support Technician

3 months ago

Warwick, United States Rhode Island Medical Imaging Full time

**SUMMARY**:
**_ This position is located at our corporate office in Warwick, RI. Full-time; on-site. Monday
- Friday 8:30 AM- 5:00 PM._**

The IT Support Technician is responsible for the end-user computing environment, including laptops, computers, and peripherals and how hardware communicated with operating systems and user programs. This position contributes to the overall operation of the organization and customer deployments by maintaining corporate wide networked resources including hardware and software deployment and installation. The IT Support Technician engages in troubleshooting and problem resolution for hardware, software, networking, and user accounts using diagnostic and help request tracking tools, as well as in-person, hands-on help at the desktop level.

**PRINCIPLE DUTIES AND RESPONSIBILITIES**:

- Sets up, installs, and maintains new laptops, computers, clinical workstations, peripherals, and software to allow end users to execute their jobs.
- Interacts professionally with internal and external end users from all levels of customers to help them better interact with technology and troubleshoot issue related to the same.
- Triages issues for and with end users, and where possible resolves issues. Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
- Addresses end user request in area of responsibility and as assigned. Documents all related activity in service desk incident and request system.
- Creates and maintains internal and external-facing documentation related to installation, troubleshoot and issue resolution in shared knowledgebase.
- Involved with inventory auditing procedures to assists to maintain an accurate account of licenses, hardware, and software.
- As needed, installs server and workstation-based software.
- Assists with day-to-day tasks and projects/upgrades as needed to help meet organizational and customer goals.
- Creates and maintains images for laptops, computers and workstations, updates as need to add, update, and remove systems.
- Provides basic telecommunications support.
- Facilitates the process to properly wipe company data from retired storage and ensures that equipment is properly disposed of according to security policy.
- Collaborate with other staff to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes.
- Conduct research on hardware, software, and systems products to justify recommendations and to support purchasing efforts.
- Act as an escalation point for advanced or difficult incidents and requests; provide basic clinical software support to address issue when possible.
- Act as the point of contact with vendors and suppliers, providing information and support to resolve issues and facilitate collaborative relationships.
- Escalate incidents with accurate documentation to management, suitable technician, or vendor, when required.
- Install antivirus software and ensure virus definitions are up to date.
- Install operating systems and hardware patched to ensure highest level of security.

**BASIC KNOWLEDGE**:

- Minimum of one year experience installing, troubleshooting and maintaining computer hardware and software in a multi-protocol WAN environment preferred.
- Proven written and oral communication skills.
- Familiarity with, but not limited to, Microsoft Office suite products, Active Directory, DNS, DHCP, Anti-virus software, and image cloning software.
- Interpersonal skills to interact with all levels of internal and external users and vendors.
- Ability to communicate ideas in both technical and user-friendly language.
- Highly self-motivated and directed, with keen attention to detail.
- Proven analytical and creative problem-solving abilities.
- Able to prioritize and execute tasks.
- Strong customer service orientation.
- Ability to work in a team-oriented, collaborative environment.

**EDUCATION/ CERTIFICATIONS**:
Associate degree in computer science or equivalent. A+ and Microsoft certifications preferred.

**PHYSICAL DEMANDS**:
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. This description is not intended to be a complete statement of the position, but rather to act as a guide to the general work to be performed. The requirements are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The individual's competencies and customer requirements impact the actual role performed. Walks and stands intermittently throughout the day. Must be able to lift up to 50 pounds.

**Join an award-winning organization With 16 private, state-of-the-art medical diagnostic imaging facilities, join the team that has been providing Rhode Island with imaging excellence for over 80 years The Amer