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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 healthcare division, providing a comprehensive range of primary and specialized medical services. Our facilities include a 327-bed hospital and various outpatient centers throughout the community.
FLSA Status
Exempt
Position Overview
The IT Support Technician I is responsible for ensuring the secure and efficient operation of endpoint devices, including PCs, laptops, scanners, and printers. This role involves receiving, documenting, imaging, and deploying equipment while actively participating in resolving user incidents and requests. Adherence to established Standard Operating Procedures and policies is essential for the success of this position. The IT Support Technician I will collaborate with the IT Support Technician II to meet project deadlines, explore innovative solutions, and assist in root cause analysis.
Key Responsibilities
- Contributes to the mission of the organization, emphasizing 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 issues, recommending system or process changes as necessary.
- Utilizes the latest technology to enhance troubleshooting efficiency.
- Acts as a technical resource for colleagues, assisting in issue resolution.
- Develops and maintains documentation for endpoint support and related components.
- Serves as the primary contact for requests related to endpoint hardware, software, and network infrastructure changes.
- Maintains up-to-date knowledge and skills in customer service, operating systems, hardware, and network infrastructure.
- Participates in after-hours on-call rotation to ensure continuous operations.
- Applies 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 or hardware.
- Provides direct customer service, coordinating the escalation of issues as needed.
- Monitors service orders in the ticketing system to ensure timely resolution of customer issues.
- Communicates with users regarding the status of issues and resolutions.
- Maintains accurate documentation of issue resolution processes.
- Instructs users on the proper use and maintenance of equipment, adhering to information security practices.
- Represents the IT department positively in all interactions.
- 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.
- Relevant certifications for technical responsibilities (e.g., A+/Net+, MCSE/MCSA, etc.).
- Valid driver's license that meets organizational driving policy requirements.
