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IT Support Technician I
2 months ago
Sub-Division: Hospital
Schedule: Full Time
Shift: Days
The Health & Hospital Corporation of Marion County operates as the public hospital division, providing a comprehensive array of primary and specialized healthcare services. Our facilities include a 327-bed hospital and multiple outpatient centers, ensuring access to quality care for the community.
FLSA Status
Exempt
Job Role Summary
The IT Support Technician I is responsible for maintaining the secure and efficient operation of endpoint devices, including PCs, laptops, scanners, and printers. This role involves receiving, documenting, imaging, and deploying devices while actively participating in resolving user incidents and requests. Adherence to established Standard Operating Procedures and policies is crucial for the success of the organization. The IT Support Technician I will assist in meeting project deadlines and deliverables, test innovative solutions, and contribute to root cause analysis and remediation efforts.
Essential Functions and Responsibilities
- Actively supports the mission of the organization, emphasizing care for the vulnerable populations.
- Engages in the maintenance, monitoring, and resolution of issues related to all endpoint devices.
- Investigates and resolves endpoint issues, recommending system or process changes as necessary.
- Utilizes the latest technology to enhance troubleshooting efficiency.
- Serves as a technical resource for colleagues, aiding in issue resolution.
- Develops and maintains documentation for endpoint support and related components.
- Acts as the primary technical contact for all requests related to endpoint hardware and software changes.
- Continuously updates knowledge and skills relevant to customer service, operating systems, and network infrastructure.
- Participates in after-hours on-call rotation to ensure 24/7 operations for endpoint services.
- Follows ITIL Framework best practices for endpoint support, including troubleshooting methods and incident prioritization.
- Ensures compliance with departmental Service Level Agreements (SLA) and Operational Level Agreements (OLA).
- Communicates professionally with other departments to assist in the planning and implementation of new applications and technologies.
- Provides direct customer service, coordinating escalations as necessary.
- Monitors service orders to ensure timely resolution of customer issues, focusing on quality.
- Updates users on the status of reported problems and their resolutions.
- Maintains thorough documentation of issues and their resolutions.
- Instructs users on the proper use and maintenance of equipment, adhering to information security practices.
- Acts as an ambassador for the IT department.
- Associate's degree in Computer Science or a related field, or three years of relevant experience in a healthcare or large institutional data processing environment may be accepted in lieu of educational requirements.
- Relevant certifications or training in technical areas (e.g., A+/Net+, MCSE/MCSA, etc.) are preferred.
- A valid driver's license that complies with organizational driving policy requirements.
