IT Support Technician

Description

The IT Support Technician will provide technical assistance and answers to user’s questions, assisting users by

troubleshooting problems with computer hardware or software.

Major Duties & Responsibilities

• Monitor and respond to all incoming support tickets
• Resolve Tier 1 support tickets as needed by guiding users through diagnostic and troubleshooting
  
  

processes, which may include use of diagnostic tools and software and/or following verbal instructions

• Travel to all Christ Health locations periodically to complete IT-related tasks
• Provide support to IT vendors responsible for maintaining CH systems
• Arranges service by software or hardware vendors to repair or replace defective products
• Assist in acquisition/setup/decommissioning of IT hardware and software
• Assist in the development and distribution of IT-related training materials for end users
• Assist in performing regulatory audits related to IT assets, user permissions, and access
• Maintains knowledge of technology innovations and trends.
• Each employee of Christ Health Center is vital to providing overall quality care to our patients and may
  
  

be included in the patient care team and daily huddle when deemed necessary by the Core Care Team.

• Other duties as assigned by the Operations Manager
  
  

Requirements

Required Skills/abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Ability or organize, direct, priorities, and delegate work appropriately.
• Ability to maintain and troubleshoot End User Compute Systems and peripheral devices.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite and other related productivity software.
• Proficient with or the ability to quickly learn a wide array of computer hardware and software.
  
  

Qualification, Education, Experience

• Bachelors degree is preferred.
• IT-related certifications preferred.
• At least three years of experience in customer technical support highly preferred.
• Must be a United States citizen or legally authorized to work in the United States.
  
  

Attendance Standards

Punctual and dependent for assigned/confirmed shifts

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos; ability to write simple

correspondence and reports; Ability to effectively present information in one-on-one and small group

situations to patients, visitors, and other employees of the organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions,

and decimals; ability to compute rate, ratio and percent.

Reasoning Ability

The ability to apply general rules to specific problems to produce answers that make sense. The ability to

combine pieces of information to form general rules or conclusions (includes finding a relationship among

seemingly unrelated events) and to convey the information to others.

Physical/Mental Demands

• Work requires the ability to lift objects weighing up to 20 pounds
• Work requires ability to carry objects weighing up to 20 pounds.
• Work requires ability to stand +/- 90% of the time.
• Work requires ability to stoop and bend, to reach, and grab with arms and hands; manual
  
  

dexterity and to communicate with others.

• Work requires the ability to hear, understand, and distinguish speech and/or other sounds.
• Work requires proofreading and checking documents for accuracy.
• Work requires ability to use a keyboard and visualize a computer monitor to enter and transform
  
  

words or data. Specific vision abilities required include close vision and the ability to adjust focus

• OSHA personal exposure risk category I & II
• Airborne personal exposure risk category I (Possible exposure of the healthcare worker to patients
  
  

capable of transmitting M. tuberculosis). Universal precautions will be adhered to at all times.

Environmental/Working Conditions

Medical office environment

Cultural Expectations

• Understands Christ Health Center Mission Statement and Values
• Consistently displays Christ Health Center’s Mission daily
• Treats patients, visitors and co-workers with love and respect