IT Technician Tier 1

ABOUT US

Our focus is to provide our patients with the best healthcare experience through innovation, professionalism, and compassionate care. Our physicians and staff share our passion for patient‑centric care and are knowledgeable, skilled, and empathetic to our patients’ needs. We continuously look for ways to improve our patient’s experience through data analytics, patient surveys, and feedback. Our commitment to patient care is also investing in our employees through ongoing continuing education and training.

The IT Tech Tier I is responsible for providing first‑level technical support to end users across the organization. This role involves troubleshooting hardware and software issues, assisting with system access, and ensuring timely resolution of IT‑related problems. The IT Tech Tier I works closely with the IT team to maintain system functionality and deliver excellent customer service to internal staff.

• Respond to help desk tickets and provide technical support for hardware, software, and network issues.
• Troubleshoot and resolve issues related to desktops, laptops, printers, and mobile devices.
• Assist with user account setup, password resets, and access permissions.
• Install, configure, and update software applications and operating systems.
• Document support activities and resolutions in the ticketing system.
• Escalate complex issues to Tier II or Tier III support as needed.
• Maintain inventory of IT equipment and assist with asset tracking.
• Support onboarding and offboarding processes for employees.
• Provide basic training and guidance to users on IT systems and tools.
• Ensure compliance with IT policies and data security protocols.

• Associate’s degree in Information Technology or related field preferred.
• 1+ year of experience in IT support or help desk role.
• Basic understanding of Windows OS, Microsoft Office, and common IT systems.
• Strong troubleshooting and problem‑solving skills.
• Excellent customer service and communication abilities.
• Ability to work independently and manage multiple tasks.
• Familiarity with ticketing systems and remote support tools.
• Willingness to learn and adapt to new technologies.

• Patient Experience – Understanding and anticipate the patient’s needs. Proactively strives to exceed our patient’s expectations and provide education and communication.
• Proactive – Keep others informed. Ask for help when needed, brings any challenges or concerns to leadership.
• Analytical mind – capable of out‑of‑the‑box thinking to solve problems.
• Professionalism – Displaying cautious, helpful and ethical behavior. Maintaining composure even under difficult and challenging circumstances.
• Excellent Communication Skills – written & verbal. Focus on becoming an active listening to better understand the needs of co‑workers and patients.
• Drive for Results – Strives for improving the patient experience by committing to continuous improvement and doing above and beyond for optimal outcomes.
• Focus on Efficiency – Utilizes technology, innovation, and process improvements to continuously improve efficiency and effectiveness.
• Teamwork – Participates as a team member and establishes strong working relationships with teammates and across the organization.
• Celebrates Change – Receptive to new ideas and responds to changes with flexibility and optimism.
• Forward‑thinking attitude – Consider how your actions and behavior influence or affect others, and how will this impact your future growth in the company.
• Continues Learning and Improvement – Acknowledges own strengths and development needs and works to strengthen capabilities.

• Help foster a positive workplace environment that encourages accountability, collaboration and transparency.
• Self‑awareness; understanding your learning style and personality traits. Focus on your strengths rather than your weaknesses.
• Pride in one’s work by asking questions when needed, providing feedback and completed job tasks in a timely manner.
• Aligning job responsibilities and projects with the company’s goal and mission.
• Pro‑active measures in daily work that anticipates problems and develops solutions.
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