IT Support Technician

Position Title: Desktop Support Specialist

Department: Information Technology

Reports to: Director of IT

Classification: Non-Exempt

Position Status: Regular, Full Time

Location: In-Person

POSITION SUMMARY

This role necessitates on-site work. The individual will be responsible for delivering desktop support to users, addressing both hardware and software technical issues.

Key Responsibilities:

• Provide assistance for reported issues with desktop systems, laptops, peripherals, and mobile devices.
• Support and maintain Electronic Health Records (EHR) systems.
• Ensure timely resolution of assigned incidents, maintaining communication with users and documenting solutions.
• Set up equipment for employee use, ensuring proper installation of cables, operating systems, and necessary software.
• Install and configure desktop hardware, software, and peripherals following established procedures.
• Provide technical support for security systems, including cameras and access control systems.
• Assist in the design and installation of local and wide area networks.
• Monitor and manage equipment and supply inventories.
• Document requests for technical assistance, detailing steps taken to resolve issues.
• Serve as the primary contact for all computer and system-related inquiries.
• Utilize effective time-management skills to meet deadlines for issue resolution.
• Make independent decisions and manage challenging customer support situations.
• Evaluate new product versions and suggest upgrade schedules.
• Install, maintain, and upgrade hardware and software as needed.
• Read and interpret technical documents and write routine reports.
• Manage daily tasks and projects to completion.
• Collaborate effectively with team members across various departments.
• Communicate through multiple channels to achieve job objectives.
• Perform additional duties as required by the position.

MINIMUM QUALIFICATIONS

Education: High School Diploma or equivalent

Experience: One (1) year of experience in a Desktop Technician role or similar.

Licensing:

• Must possess Microsoft A+ certification or equivalent experience.
• Must be at least eighteen (18) years old.
• Must hold a valid driver's license.

ADDITIONAL KNOWLEDGE, SKILLS, and ABILITIES

• Ability to work independently and efficiently.
• Proven ability to identify and resolve a variety of network, software, and hardware issues.
• Intermediate proficiency in MS Office Suite.
• Basic skills in network troubleshooting.
• Printer and desktop hardware troubleshooting capabilities.
• Strong verbal communication and customer service skills.

WORK STYLES:

• Attention to Detail – Careful and thorough in completing tasks.
• Analytical Thinking – Ability to analyze information and address work-related issues logically.
• Adaptability/Flexibility – Open to change and variety in the workplace.
• Cooperation – Pleasant and cooperative attitude with colleagues.
• Persistence – Determined in overcoming obstacles.

PHYSICAL REQUIREMENTS

Physical demands include mobility, dexterity, and the ability to lift and carry weights up to 50 pounds. Close visual acuity is required for data analysis and computer work.

WORK ENVIRONMENT

The work is performed in an office setting that is well-lit and temperature-controlled, with standard office equipment utilized regularly.

OTHER REQUIREMENTS:

• Subject to pre-employment drug testing and background checks.
• Regular office hours may include occasional evening or weekend work for installations and maintenance.