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 in-person engagement to provide technical assistance to end users, addressing both hardware and software challenges.

The individual will be responsible for delivering technical support through various channels, including email, phone, and face-to-face interactions. Duties include documenting and managing help desk inquiries, troubleshooting technical problems related to software, hardware, and network connectivity, and configuring desktop and laptop systems. Additional responsibilities involve assisting with software installations, updates, and maintaining an inventory of IT assets.

KEY RESPONSIBILITIES

• Provide assistance for issues related to desktop computers, 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 user access, ensuring proper installation of necessary components.
• Install and configure hardware, software, and peripherals following established protocols.
• Provide technical support for security systems and audio-visual equipment.
• Assist in the design and implementation of local and wide area networks.
• Monitor and manage equipment and supply inventories.
• Document requests for technical assistance and the steps taken to resolve them.
• 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 scenarios.
• Evaluate new product versions and suggest upgrade timelines.
• Install, maintain, and upgrade hardware and software as needed.
• Prepare routine reports and correspondence.
• Manage daily tasks and projects to completion.
• Collaborate effectively with team members across various departments.
• Communicate using multiple methods to achieve position objectives.
• Perform additional duties as required by the role.

MINIMUM QUALIFICATIONS

Education: High School Diploma or equivalent

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

Licensing:

• Microsoft A+ certification or equivalent experience is required.
• Must be at least eighteen (18) years old.
• A valid California Driver's license is necessary.

ADDITIONAL SKILLS AND ABILITIES

• Ability to work independently and efficiently.
• Proven experience in quickly diagnosing and resolving a variety of technical issues.
• Intermediate proficiency in MS Office Suite.
• Basic understanding of network troubleshooting.
• Skills in printer and desktop hardware troubleshooting.
• Strong verbal communication and customer service skills.

WORK STYLES

• Attention to Detail: Thoroughness in completing tasks.
• Analytical Thinking: Ability to analyze information logically.
• Adaptability: Openness to change and variety in the workplace.
• Cooperation: Maintaining a pleasant and cooperative attitude with colleagues.
• Persistence: Demonstrating determination in overcoming obstacles.

PHYSICAL REQUIREMENTS

Employees must be able to meet the physical demands of the role, which may include:

• Mobility and Dexterity: Activities such as stooping, kneeling, reaching, and repetitive motions.
• Lifting and Carrying: Regularly lifting up to 10 pounds and occasionally moving up to 25-50 pounds.
• Vision: Close visual acuity for data analysis and computer work.
• Hearing/Talking: Ability to communicate effectively in person and over the phone.

WORK ENVIRONMENT

The work environment is typically an office setting that is well-lit and temperature-controlled, with a low to moderate noise level. Standard office equipment such as computers and telephones will be used regularly.

OTHER REQUIREMENTS

• Subject to pre-employment drug testing and background checks.
• Regular office hours may vary based on operational needs.