IT Support Technician I

3 weeks ago

Marquand, Missouri, United States Health & Hospital Corporation of Marion County Full time
Division: Health & Hospital Corporation of Marion County

Sub-Division: Hospital

Schedule: Full Time

Shift: Days

The Health & Hospital Corporation of Marion County operates as a public health institution, providing a comprehensive array of primary and specialized medical services. Our facilities include a 327-bed hospital and multiple outpatient centers, serving the diverse needs of the community.

FLSA Status

Exempt

Job Role Overview

The IT Support Technician I is responsible for ensuring the secure and effective operation of endpoint devices, including PCs, laptops, scanners, and printers. This role involves receiving, documenting, imaging, and deploying devices while actively engaging in the resolution of user incidents and requests. Adherence to established Standard Operating Procedures and policies is essential to support the mission and ongoing success of the organization. The IT Support Technician I collaborates with senior support staff to meet project deadlines, test innovative solutions, and assist in troubleshooting efforts.

Key Responsibilities
  • Actively supports the mission of the organization, focusing on advocacy, care, education, and service, particularly for vulnerable populations.
  • Engages in the maintenance, monitoring, and resolution of issues related to all endpoint devices.
  • Investigates and resolves endpoint-related issues, recommending system or process improvements as necessary.
  • Utilizes advanced technological resources to enhance troubleshooting efficiency.
  • Serves as a technical resource for colleagues, aiding in issue resolution.
  • Develops and maintains comprehensive documentation for endpoint support within the IT department.
  • Acts as the primary technical contact for all requests related to endpoint hardware, software, and network infrastructure changes.
  • Maintains up-to-date knowledge of customer service practices, operating systems, hardware, and network infrastructure.
  • Participates in after-hours on-call rotation to ensure continuous operations regarding endpoint services.
  • Implements ITIL best practices for endpoint support, including work routines, troubleshooting methods, and incident prioritization.
  • Ensures compliance with documented 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, including on-site support when necessary, and coordinates issue escalation as needed.
  • Monitors service orders in the ticketing system to ensure timely resolution of customer issues.
  • Updates users on the status of reported problems and their resolutions.
  • Keeps accurate records of issue resolutions and root causes.
  • Instructs users on the proper use and maintenance of equipment, adhering to information security practices.
  • Acts as an ambassador for the IT department.
Qualifications
  • 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 considered.
  • Relevant certifications or training in technical areas (e.g., A+/Net+, MCSE/MCSA, CNE, PMI/PMP, etc.) are preferred.
  • A valid driver's license that complies with organizational driving policy is required.
Recognized for excellence in healthcare, the Health & Hospital Corporation of Marion County is committed to providing exceptional services and innovative healthcare solutions to the community.

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