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IT Support Technician I

2 months 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 the public hospital division, providing a wide array of primary and specialized healthcare services. The facility is equipped with 327 beds and serves both inpatient and outpatient needs across various locations.

FLSA Status

Exempt

Job Role Summary

The IT Support Technician I is responsible for ensuring the secure and effective functioning 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 crucial for supporting the mission and ongoing success of the organization. The IT Support Technician I collaborates with senior specialists to meet project timelines and deliverables, tests innovative solutions, and assists in root cause analysis and remediation efforts.

Essential Functions and Responsibilities
  • Contributes to the mission of the organization by advocating for and serving the community, particularly vulnerable populations.
  • Engages in the maintenance, monitoring, and resolution of issues related to all endpoint devices.
  • Investigates and addresses endpoint issues, recommending system or process modifications as necessary.
  • Utilizes advanced technological resources to enhance troubleshooting efficiency.
  • Acts as a technical resource for colleagues, assisting in problem resolution.
  • Develops and maintains comprehensive documentation for endpoint support within the IT department.
  • Serves as the primary contact for all requests related to endpoint hardware, software, and network infrastructure changes.
  • Continuously updates knowledge and skills related to customer service, operating systems, hardware, and network infrastructure.
  • Participates in after-hours on-call rotation to ensure continuous operations regarding endpoint architecture.
  • Follows ITIL Framework and applies 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 and collaborates with other departments on new applications and technologies.
  • Provides direct customer service, including on-site support when necessary, and coordinates escalation of significant issues.
  • Monitors service orders in the ticketing system to ensure timely resolution, focusing on quality outcomes.
  • Updates users on the status of reported issues and their resolutions.
  • Maintains thorough documentation of root causes and resolution processes.
  • Educates users on the proper use and maintenance of equipment, adhering to information security practices.
  • Represents the IT department positively within the organization.
Job Requirements
  • 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 in lieu of educational qualifications.
  • Relevant certifications or training in technical areas of responsibility (e.g., A+/Net+, MCSE/MCSA, CNE, PMI/PMP).
  • Valid driver's license that complies with organizational driving policy requirements.