Information Technology Support Technician

1 month ago

Indianapolis, United States inSync Staffing Full time
Job Title: IT Support Technician
Location: Indianapolis, Indiana
Industry: Healthcare

Job Overview
The IT Support Technician provides exceptional end-user support and internal customer service for hardware and software in a 300-end-user environment. This role requires a proactive approach to resolving technical issues, maintaining systems, and delivering excellent customer experiences.

Responsibilities:
  • Deliver prompt technical assistance through the Help Desk support system, documenting requests received via phone, email, or in-person following standard procedures.
  • Diagnose and resolve hardware and software issues, researching solutions and guiding users with clear actions.
  • Escalate urgent situations to the appropriate team or individual as necessary.
  • Administer Help Desk software, track and route problems, document resolutions, and generate activity reports.
  • Perform updates, installations, and repairs on a wide range of systems, including specialized clinical hardware, laptops, monitors, scanners, and peripherals.
  • Configure end-user equipment for system connectivity, program access, and Internet application servers.
  • Install, configure, and test network and local printers.
  • Provide training to clients on system use.
  • Collaborate with departments, vendors, and IT staff to modify, upgrade, replace, or reconfigure end-user systems.
  • Manage user accounts, including creation, setup, and assignment.
  • Inspect, disassemble, pack, and move computer equipment.
  • Develop and deploy new Windows images and software packages, including updates.
  • Participate in IT projects, including hardware and software testing phases.
  • Track equipment inventory to maintain high accuracy in IT asset management.
Examples of Help Desk Tickets:
  • Software support: Password resets, application installations, and software package builds.
  • Hardware support: Diagnosing hardware issues, battery resets, coordinating Dell support for repairs, replacing components, and printer maintenance.
  • Mobile device support: iPhone/iPad backup and configuration.
Work Environment:
  • Provide in-person support, including visits to work areas, phone calls, and Teams messages.
  • Deliver customer-focused support with a "go above and beyond" mentality, ensuring a patient and understanding approach to users.
  • Address user frustrations calmly and effectively.
Team and Tools:
  • Join a three-person team using the ManageEngine ServiceDesk (Zoho) ticketing system.
  • Work primarily in a Dell hardware and Microsoft environment with Apple mobile products (e.g., iPhones and iPads).
  • Ensure smooth transitions for users during hardware and software upgrades.
Required Skills and Qualifications:
  • Ability to work onsite five days a week with a valid driver's license and insurance.
  • 3+ years of technical support experience in a ticketing system environment.
  • Proficiency in Windows environments and Microsoft 365 Suite.
  • Experience troubleshooting PCs and laptops, including imaging, configuring, and break/fix tasks.
  • Familiarity with Active Directory and group policy management.
  • Knowledge of JAMF for Apple device management.
  • Strong attention to detail and problem-solving skills.
  • Exceptional customer service skills, with a focus on a patient and supportive approach.
  • Physical ability to lift up to 50 lbs. occasionally and perform tasks involving sitting, standing, bending, kneeling, and walking.
Preferred Skills and Certifications:
  • A+, Network+, or M365 certifications.
  • Help Desk Analyst or Field Service Technician certifications.
  • Experience with Dell hardware and MAC systems.
  • Familiarity with healthcare IT environments.
Best-In-Class-Benefits
We are in the people business; treating people right is our ONLY priority. Theoris Services consultants are full-time employees with full benefits, including:
  • Robust Health Insurance
  • 401(k) plan
  • PTO accrual
  • Paid holidays
  • Excellent cash-based referral program

About Theoris:
Our goal is to Fuel Your Career As a Theoris team member, you join a culture based on people-centered values and an environment that fosters both personal and professional growth. We build long-term relationships with our clients and our consultants. With over 30 years of building strong relationships in the industry, we're uniquely positioned to make the right connections. This knowledge is used to find the right job placement. Our recruiting teams are experts dedicated to the information technology and engineering staffing space and are highly respected by our client base.

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