Job Summary:
The IT Support Technician is responsible for overseeing all helpdesk operations, new employee setup, and entry level network and server related issues. As the first line of defense, the IT Support Technician places high priority on quick response and resolution to work impacting IT issues hitting SLA requirements. The IT Support Technician will support the Manager of IT in implementing creative and innovative solutions to complex problems, fostering a user-friendly IT environment.

Responsibilities:

• Receive and respond to incoming tickets or e-mails regarding desktop and system questions, resolving problems in a timely and professional manner.
• In person or via remote connection diagnosis, and troubleshooting of complex desktop problems for end-users, and recommend and implement corrective solutions.
• Provide end-user support for Citrix, Microsoft Office, Adobe, Windows and in use EMR/Ambulatory systems.
• Ensure that desktops, laptops, monitors, network printers and network connections are setup and functioning properly.
• Enforce and subscribe to all standard operating procedures for acceptable use, HIPAA, and monitoring IT operations including ticketing procedures.
• Ensure compliance with all regulatory requirements and adherence to all procedures.
• Follow prescribed procedures for commissioning, decommissioning, and tracking equipment through inventory records.
• Maintain inventory of critical equipment for immediate emergency/replacement deployment minimizing impact to the user following standard operating procedure.
• Provide technical support on IT-related projects as requested; provide documentation of project activities, execute system testing, and provide client follow up where system changes are implemented.
• Assist in providing in-person or remote technology training for new employees.
• All other duties as assigned.

Requirements:

• Bachelor's degree in related IT fields and 2 years' experience in a related IT field.
• Technical knowledge of computing environment and operating systems.
• Knowledge of Microsoft Office and Adobe products.
• Analytical and problem-solving abilities, with keen attention to detail.
• Hands-on hardware troubleshooting experience. Ability to operate tools, components, and peripheral accessories.
• Knowledge of and adherence to standard operating procedures.
• Knowledge of and compliance with regulatory requirements such as HIPAA.
• Ability to research PC issues and products as required, utilizing various resources.
• Strong written and oral communication skills with the ability to present ideas in user-friendly language.
• Must be self-motivated and self-directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment using effective time management skills.
• Experience working in a team-oriented, collaborative environment.
• Professional and effective interpersonal skills and relationship-building skills.