IT Service Technician

The IT Service Technician is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

Essential Duties and Responsibilities:

• Maintains at the network level: WAN and LAN connectivity, routers, firewalls, and security.

• Maintains hosted and cloud solutions for customers using technologies that meet their requirements.

• Maintains disaster recovery solutions.

• Provides IT support relating to issues with the internal systems and network infrastructure.

• Supports Microsoft and Apple related technologies: Windows Server, Exchange, SQL, SharePoint, Laptops, Tablets, etc.

• Supports remote access solution: VPN, Terminal Services, etc.

• Maintains the remote monitoring and management system, to include updating agent scripts, responding to alerts, monitoring dashboard, and periodically reviewing systems.

• Documents maintenance for all computer systems and network infrastructure.

• Documents internal processes and procedures related to duties and responsibilities.

• Communicates with customers as required, including, but not limited to keeping them informed of incident progress, and notifying them of impending changes and outages.

• Participates in and complete all required trainings and in-services.

• Performs other duties as assigned.

Minimum Qualifications:

• High School Diploma WITH three (3) years related experience; OR and equivalent combination of education and/or experience.

• Must have knowledge of Internet and Microsoft Office software (MS Word, MS Excel, MS PowerPoint, MS Outlook).

• Must have excellent written and oral communication skills, including exceptional customer service.

• Must be able to establish and maintain effective working relationships with doctors, clinical staff, other co-workers and the public.

• Must be able to work individually as well as within a team.

• Must be able to follow both verbal and written instructions.

• Must be able to work a flexible schedule.

• Must be able to respond with patience and understanding during stressful conditions related to patient health and emergent situations.

• Must be able to multi-task and prioritize.

• Must demonstrate extreme attention to detail.

• Must possess strong organization skills.

• Must be able to problem solve and use reasoning.

• Must be able to meet predefined quality standards.

• Must maintain and project a professional attitude and appearance at all time.

• Must be able to understand how IT relates to the business strategy and goals of key stakeholders within the organization.

• Must be able to diagnose and resolve technical issues.

• Must be able to understand various support tools and techniques, and how technology is used to provide IT services.

• Must have typing skills sufficient enough to ensure quick and accurate entry of service request details.

• All staff are expected to have a strong desire to provide excellent customer service; to comply with the rules and regulations of those organizations to which we are accountable; to have high ethical and professional standards of conduct; and to have an attitude of wanting to continuously improve their own professional performance.

Preferred Qualifications:

• Working knowledge of the healthcare field and medical specialty, as well as medical terminology.

• Bachelors Degree from an accredited college or university in a related field of study.

• One (1) year working with Microsoft Azure.

Driving/Travel:

The employee must have reliable transportation. Travel for this position will be required up to 80%. While the primary workplace may be closest to the employees home, work assignments could be in any of the Companys locations.