primary RESPONSIBILITIES:
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Serve as the initial point of contact for IT support via phone, ticketing system, and in-person requests
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Troubleshoot and resolve common hardware, software, and access-related issues
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Accurately document incidents, requests, and resolutions in the ticketing system
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Escalate issues to higher-level support when appropriate, providing complete and accurate details
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Provide timely updates and follow-up communication to end users
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Assist with account provisioning, password resets, and basic access management
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Maintain knowledge of standard IT procedures, systems, and supported applications
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Comply with all policies related to data security and patient confidentiality (HIPAA)
ADDITIONAL RESPONSIBILITIES:
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Assist other Technical Support team members as directed by the supervisor.
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Participate in projects as a support resource to the Epic & Systems team, as needed.
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Be available for occasional after-hours implementations or support tasks.
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Perform any other duties as assigned by the supervisor.
physical and mental requirements:
- visual and auditory accuracy
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shift length - 9 hours
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indoor setting
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frequent use of computer
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extended periods of standing, sitting
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frequent use of telephone
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continuous repetitive grasping and manipulation of both hands
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continuous conversational communication
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frequent walking, bending, reaching, twisting, kneeling, squatting, climbing
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occasional exposure to mechanical and electrical conditions
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occasional carrying, lifting, pushing and pulling of up to 55 lbs.
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occasionally working in noisy and confined areas
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frequent use of personal transportation with US Standard gas reimbursement provided.
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occasional travel
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understand/carry out simple/detailed, oral/written instructions
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memorize and retain instructions
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read and interpret detailed specifications
IT Technician I
REPORTS TO: IT Support Manager
EDUCATION & EXPIERENCE:
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IT support or customer service experience preferred
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Associate degree in Information Technology or related field preferred, but not required
SUMMARY:
The IT Technician I serves as the first point of contact for all IT support requests. This role is responsible for providing timely, customer-focused technical support to staff, resolving common issues, and ensuring accurate triage and escalation of more complex problems. This position plays a critical role in maintaining day-to-day IT operations across the organization.
SKILLS & QUALIFICATIONS
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Strong customer service and communication skills
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Basic knowledge of Windows, Microsoft 365, and common business applications
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Familiarity with computer hardware and mobile devices
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Ability to follow documented procedures and troubleshoot routine issues
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Strong attention to detail and organizational skills
