IT Technician Advanced

Job Description

The IT Technician is responsible for providing enterprise-level technical support to Valley Health customers/vendors to include installing, configuring, troubleshooting hardware and software. Support may be provided in person, by phone, by email, or by remote desktop access.

• Installing, configuring, and management of hardware to include required peripheral devices.
• Installing and configuring software according to specifications.
• Proactively involved in maintaining and upgrading hardware and software to ensure optimal workstation performance.
• Collaborating with users with targeted questions to quickly understand the root of the problem.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal IT Teams.
• Able to prioritize and manage open incidents/requests and take ownership seeing through to resolution, in accordance with established Service Level Agreements (SLAs).
• Ensure all incidents/requests resolutions are properly logged and documented in the ticket management system.
• Provides prompt and accurate feedback to the customer and follow-up to ensure their IT systems are fully functional following installations/troubleshooting.
• Properly and accurately manages asset deployment and decommissioning with accurate documentation maintained within the asset management system.
• Provides training/support to users on the use of deployed hardware and software.
• Maintains a clean and organized work environment.

Department
INFORMATION SYSTEMS - 108231
Worker Sub Type
Regular
Work Shift
First Shift (United States of America)

• High School Diploma or GED required
• Post-Secondary Technical Training required

3-5 years multi-platform, multi-application environment experience with several hundred network nodes preferred.

• Valid driver’s license and clean driving record required.
• Dell Certification (desktop/laptops) required or obtained within six months of hire/transfer.
• CompTIA A+, CompTIA Network+, or Comparable Technical Certification required or obtained within six months of hire/transfer.
• Microsoft Certification, preferred.
• College degree in computer science or related field may be accepted in lieu of technical certification at the approval of the department Senior Director.

• Customer service oriented with excellent communication skills.
• Ability to learn new technology and skills quickly and apply efficiently.
• Self-motivated.
• Working knowledge of Microsoft and Apple operating systems and software integration within these operating systems, preferred.
• Working knowledge of Microsoft Office, Active Directory, Microsoft Exchange, Anti-Virus software, Infobloc, Patch Manager, Any Connect, Bomgar, and Ground Control, preferred.
• Ability to research, diagnose, troubleshoot, and resolve assigned incidents/requests in an efficient and timely manner.
• Ability to work under pressure and maintain professional composure.
• Ability to communicate with users regardless of their computer skills.
• Possess good organizational and time-management skills.
• Ability to work independently and in a team environment.

Non-exempt

6 A Customer Service

• A Zero-Deductible Health Plan
• Dental and vision insurance
• Generous Paid Time Off
• Tuition Assistance
• Retirement Savings Match
• A Robust Employee Assistance Program to help with many aspects of emotional wellbeing
• Membership to Healthy U:
  An Incentive-Based Wellness Program

Valley Health also offers a health savings account & flexible spending account for childcare, life insurance, short-term and long-term disability, and professional development. In addition, several perks come with working for the largest employer in the region, such as discounts to on-campus dining, and more. To see the full scale of what we offer, visit