Information Technology Technician

General Statement Of Responsibilities

The IT Technician will serve as the first point of contact for end-users seeking technical assistance in a robust, mostly Windows-based network. This includes support of all hardware and software through the Local Area Network (LAN) and Wide Area Network (WAN). The day-to-day tasks of the Network Technician vary depending on the needs of the users or systems on a given day.

While the nature of this role is technical, the ideal candidate must have excellent communication skills and be able to provide optimal customer service.

• Serve as the first point of contact for end-users seeking technical assistance via walk-ins, email, phone, or helpdesk ticket submissions.
• Manage Helpdesk tickets in a timely and logical manner following Service Level Agreements (SLA) and leadership of Lead Network Technician & Systems Administrator.
• Configure, upgrade, deploy and optimize all PC’s, Printers, Servers, VoIP Phones, Peripherals, Software, mobile communication devices etc.
• Provide solutions efficiently with the best quality and lower cost possible for the company.
• Responsible for purchasing and maintaining inventory of all IT assets.
• Assist with onboarding of new SIHC staff, including but not limited to user account creation, access control & permissions, training, etc.
• Research new technologies and make recommendations on purchasing and implementing new solutions that will benefit SIHC.
• Accurately document all solutions and submit weekly updates to Systems Administrator and IT Director.
• Writing and editing IT procedures, visual aids, and other documentation in our knowledge base repository.
• Ability to work a flexible schedule to meet the needs of SIHC, including but not limited to rotational location assignment and after-hours work.
• Other related duties as assigned.

Education/

Experience:

A High School Diploma or GED certificate is required. The ideal candidate will have an Associate degree in Computer Science / related field, or a minimum of 2 years’ experience working in a helpdesk environment. Experience in healthcare / HIPAA is preferred.

License/

Certifications:

CompTIA industry certifications, or a minimum of 2 years’ experience in a helpdesk environment required. Additionally, a valid driver’s license will be required at the time of appointment and must be maintained throughout employment. Certifications and/or licenses appropriate to the positions required education and profession must also be valid and maintained. Applicant must be insurable under SIHC vehicle insurance policy at the time of hire and throughout employment.

Character: Must have a reputation for honesty, trustworthiness, and confidentiality. Must be able to work independently exercising good judgment and time-management. Must have excellent organization, interpersonal communication, and problem-solving skills with the ability to explain in a clear and understandable language. Must be a team player, detail oriented, and highly confidential.

Skills: Strong team building, interpersonal, and organizational skills. Ability to establish and maintain effective peer relationships with coworkers within the Department, clinic-wide, and the public. Must be able to express ideas clearly, concisely, address audiences effectively, and exercise balanced judgment in evaluating situations and making decisions. Willing to be part of a team and cooperate in accomplishing department goals and objectives.

Ability to prioritize, meet deadlines, take initiative, be proactive, and function in a rapidly changing environment. Ability to work with people of all social and ethnic backgrounds and to resolve conflicts, negotiate situations, and facilitate consensus.

Physical and Personal Requirements: Normal clinic/office environment. Sit or stand for long periods of time. Reach, bend, climb, stoop, lift up to 25 lbs. repetitive hand movement; use and view PC. Reliable transportation and car insurance as required by the state. Travel as needed.

Compliance: Each employee plays a key role in creating a compliance culture loyees are expected to learn and comply with all SIHC policies and…