Job Description
Job Overview
The IT Systems Technician is responsible for delivering technical support through in-person, phone, and electronic communication channels. This role handles incidents and service requests using standardized processes, ensuring timely resolution in line with service level agreements (SLAs). Duties include troubleshooting and supporting desktops, laptops, network administration, various business applications, and specialized healthcare software.
The ideal candidate is eager to learn, demonstrates strong customer service skills, and can work effectively both independently and within a team. Prior healthcare IT experience is a plus but not required.
Key Responsibilities
- Serve as the main point of contact for technical issues and service requests.
- Provide support for hardware, software, and network-related incidents, ensuring prompt updates to end-users.
- Assist with specialized applications, including:
- Client tracking systems
- Dental software
- Pharmacy software
- Glucose meter integration tools
- Review and prioritize incident tickets, schedule tasks, and maintain SLA compliance.
- Create and update end-user and administrative documentation.
- Monitor system performance proactively and optimize resources to prevent downtime.
- Troubleshoot remotely and on-site for enterprise software, hardware, and basic network infrastructure.
- Configure, image, and deploy new systems, installing authorized software and applying updates/patches.
- Manage Active Directory accounts, permissions, and security groups.
- Install, configure, and troubleshoot printers, copiers, fax machines, and related software.
- Perform file and folder security management per established policies.
- Collaborate with vendors for support, licensing, and training.
- Maintain internal knowledge bases and contribute to process improvements.
- Participate in an on-call rotation and be available for emergency support as needed.
Knowledge, Skills, and Abilities
- Proficiency with Microsoft operating systems (Windows 7, 10, 11) and Office suites.
- Knowledge of PC hardware, peripherals, and printing devices.
- Experience with imaging technologies and deployment processes.
- Understanding of IP networking and connectivity.
- Experience with Active Directory administration tools.
- Strong problem-solving and troubleshooting abilities.
- Mobile device configuration and troubleshooting skills.
- Excellent customer service and communication skills, adaptable for technical and non-technical audiences.
- Strong time management and organizational skills.
- Ability to read and apply technical documentation effectively.
- High level of initiative, integrity, and accountability.
Minimum Requirements
- Bachelor’s degree in Information Technology or related field; OR
- Associate degree or high school diploma/equivalent with relevant college coursework and current technology certification (e.g., A+, Net+).
- Minimum of three (3) years’ experience in a customer-facing support role within an enterprise environment.
- Valid driver’s license.
- Excellent written and verbal communication skills in English.
- Ability to travel to various sites and work a flexible schedule, including evenings, weekends, and holidays.