PURPOSE STATEMENT:

The IT Systems Technician is responsible for providing fast and useful technical assistance on not only computer systems but also other devices and applications that are necessary for our employees to perform their job duties. IT Systems Technicians will answer queries on basic technical issues and offer advice to solve them. IT Systems Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

ESSENTIAL FUNCTIONS:

1. Serve as the first point of contact for customers seeking technical assistance in-person, over the phone, email or by support ticket.

2. Configure, modify, and deploy workstations for new employees including physical configuration of hardware.

3. Perform in-person and remote troubleshooting through diagnostic techniques and pertinent questions.

4. Determine the best solution based on the issue and details provided by customers.

5. Walk the customer through the problem-solving process.

6. Direct unresolved issues to the next level of support personnel.

7. Provide accurate information on IT products or services.

8. Record events and problems and their resolution in support tickets and documents.

9. Follow-up and update customer status and information.

10. Pass on any feedback or suggestions by customers to the appropriate internal team.

11. Maintain skills by attending related training and performing research.

12. Identify and suggest possible improvements on procedures.

13. Maintain inventory of all hardware issued by IT including documentation.

14. Other IT support or IT administrative tasks as needed.

15. Evening and weekend off hour activities as required.

OTHER FUNCTIONS:

1. Performs other duties as assigned.

STANDARD EXPECTATIONS:

· Complies with organizational policies, procedures, performance improvement initiatives and maintains organizational and industry policies regarding confidentiality.

· Communicate clearly and effectively to person(s) receiving services and their family members, guests and other members of the health care team.

· Develops constructive and cooperative working relationships with others and maintains them over time.

· Encourages and builds mutual trust, respect and cooperation among team members.

EDUCATION/EXPERIENCE/SKILL REQUIREMENTS:

· Associate degree in Information Technology or equivalent work experience.

· Knowledge of TCP/IP, DNS, WINS, and DHCP

· Knowledge of Microsoft operating systems and MS Active Directory

· Knowledge of network cabling standard and network room build outs.

· Tech savvy with working knowledge of office automation products, databases and remote access applications.

· Good understanding of computer systems, mobile devices and other tech products.

· Exceptional judgment and strategic planning / thinking skills / interpersonal skills.

· Ability to escalate and involve other resources as required to deliver/ support SLA’s, business requirements.

· Highly organized and resourceful, must have the ability to create and maintain systems to leverage knowledge and available information.

· Ability to regularly demonstrate respect and tolerance for others with less knowledge and/or skills.

· Possess the ability to satisfy the customer as well as fix the problem.

· Exceptional ability to work as a team player.

· Ability to troubleshoot complex IT issues.

· Ability to train, explain and impart knowledge to others.

· Ability to work professionally with sensitive, proprietary data & information while maintaining confidentiality.

· Capable of working within established policies, procedures and practices prescribed by the organization.

· English sufficient to provide and receive instructions/directions.

PHYSICAL/MENTAL REQUIREMENTS:

· Must be able to perform essential functions listed on the job description, with or without reasonable accommodation.

· Must be able to support after hours, weekend and holiday work as required to perform system maintenance functions.

· Must be able to sit and stand, intermittent 8 to 10 hours a day.

· Maintains regular and predictable attendance.

· Must be able to use standard office equipment, including the telephone and computer keyboard.

· Continuously works under pressure of near 100% accuracy while meeting inflexible deadlines.

· Continuously utilizes manual/bi-manual dexterity, near vision, speech, and hearing.

· Frequently stands, walks, sits and utilizes eye/hand coordination and color definition.

· Occasionally reaches above shoulder, regularly required to lift and/or carry up to 50 lbs.

· Must be willing to travel as required for job duties.