IT SERVICE TECHNICIAN I

US:NV:Carson City Information Technology

Per Diem Swing Shift

Summary

Provides first level customer service to all CTHS users for hardware and software issues. Supports customers (remotely and in person) in hardware and software troubleshooting, recommends and implements low to moderately complex resolutions, or refers issues to higher level support staff. Uses the ticketing system to log and document status of all incoming support requests, with detailed accounts of all steps taken throughout the troubleshooting process. This position rounds on the nursing floors for minor issues, creating tickets and escalating to higher level support when needed. The Service Technician I is a primarily on-site role.

Qualifications

Required:

• One (1) year of experience in IT service desk support or related role. Education in relevant field may be substituted for months of experience on a 1-to-1 basis.
• One (1) year of experience using or supporting Microsoft office tools.
• One (1) year in a customer service support role.
• Basic knowledge of computer hardware components.
• Experience supporting Mac OS, iOS devices, Android devices.

Preferred:

• Customer Service specific to phone support.
• Entry level Information Technology certification, such as CompTIA A+.
• Associates degree or higher in Information Technology or related field.
• Working knowledge of basic computer networking.
• Experience with supporting printers.
• Experience with VPNs and other remote connectivity methods.
• Experience with remote access support toold such as Beyond Trust.

Essential Functions

• Utilize a service desk ticketing system, Knowledge Base, and asset management system to keep detailed records of issues and resolutions.
• Ability to demonstrate their strong understanding of computer systems, networks, and software troubleshooting as they provide solutions to end-user support for clinical and non-clinical hardware and software.
• Communicate effectively to convey technical concepts to non-technical staff.
• Support users on site as well as remote, and can effectively communicate over the phone utilizing remote-control tools.
• Provide support for mobile devices, audio-visual equipment, and printers.
• Constantly improve processes and procedures in the IT service workflow to deliver the best customer service possible.
• Perform preventative maintenance on workstations.
• Add and remove users from computerized systems in accordance with established procedures.
• Notify the Director of Information Technology or other management as directed, of system security gaps, violations, or operational system critical issues.
• Maintain current knowledge and skills in emerging desktop support technologies.
• This position completes account creations and separations, writes and updates Knowledge Base articles, and assists with computer imaging.
• Mentor and train IT Service Technician team members on operational procedures.
• Lead the IT New Hire Training course, which instructs new employees on how to perform IT related tasks as part of their daily duties; i.e. how to log onto a computer workstation, the dos and don't of access patient health information (PHI), email etiquette, phishing alertness, how to use our workform management systems, etc.
• Responsible for properly decomissioning IT hardware that contains or uses PHI.
• As business needs arise, assist Field Technicians with duties as assigned.
• Works with IT Asset Coordinator to maintain stock of tools, computers, and other equipment.
• Builds relationships by following up with users after issues have been resolved to ensure continued resolution.
• Maintain the confidential nature of matters pertaining to health information management records, company records, policies, customer lists and any other company information.
• Maintain thorough knowledge of applicable organizational and departmental policies and procedures.
• Professional, customer service oriented attitude with a strong willingness to learn.
• Ability to work on site.
• Engages vendors and other third-parties when necessary for resolving support issues. Refers more complex issues to the IT Service Technician II for any escalation needs.
• Performs other related duties as assigned.