Technology Support Technician

NORTHSHORE HEALTH CENTERS -
Portage, IN

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Job Details

6 days ago

Qualifications

Professional ethics
High school diploma or GED
Productivity software

Full Job Description

Summary/Objective

The Technology Support Technician provides first-level technical support by installing, maintaining, and troubleshooting computers, software, and other technology, including Lenovo, Fortinet, and Microsoft products. Responsibilities also include managing support tickets, escalating issues as needed, maintaining user accounts and equipment inventory, and supporting IT projects and deployments. The role focuses on minimizing technology-related downtime for clinic staff across all departments.

Essential Functions

Serve as the first point of contact for IT tickets received in person, by phone, or by email.

Ask appropriate questions to identify the nature, scope, and impact of reported issues.

Guide users through the troubleshooting and problem-resolution process.

Install, configure, modify, maintain, and repair computer hardware, peripherals, and software.

Use diagnostic tools, system reports, documentation, and other available resources to identify and resolve technical issues.

Properly escalate unresolved or advanced issues to the appropriate level of support.

Track, categorize, route, and assign tickets to the appropriate resource while accurately documenting troubleshooting steps, communications, resolutions, and follow up activities within ticketing system.

Follow up with users, provide status updates, confirm resolution, and ensure tickets are properly closed.

Provide professional and responsive customer service while setting appropriate expectations with users.

Update and maintain user account information as assigned, while also maintaining accurate inventory records, including equipment assignments, reassignments, deployments, and returns.

Produce help desk activity reports and review recurring issues to identify trends or ongoing malfunctions.

Recommend improvements to help desk procedures, documentation, workflows, and support processes.

Provide guidance, formal, and informal training to users to promote effective use of technology and reduce support needs

Maintain and expand knowledge of help desk procedures, supported hardware, software, systems, products, and services.

Maintain and support the organization’s phone system, including user extensions, voicemail, call routing, and basic configuration changes.

Troubleshoot phone, voicemail, call-quality, and connectivity issues and escalate unresolved problems to the appropriate vendor or appropriate resource.

Configure and update auto attendants, call queues, hunt groups, office hours, and holiday schedules as assigned.

Add, modify, and remove phone system users, extensions, devices, and permissions.

Coordinate with external vendors as needed to resolve technical issues

Travel to sites to perform onsite support.

Perform other duties as assigned by the System Administrator and/or Director of Information Technology.

These essential functions are a summary of the primary duties and responsibilities of the position and are not intended to be a comprehensive listing of all duties and responsibilities. The position will include other duties as assigned, and duties are subject to change at management's discretion.

Competencies

Planning and strategic foresight

Responsible Decision Making

Integrity and accountability

Innovation and creativity

Adaptive and flexible

Leadership, teamwork, and conflict resolution

Professionalism and work ethic

Empathy

Work Environment

Work is performed in an office environment. Involves frequent personal and telephone contact with patients, physicians, and other healthcare personnel. Work may be stressful at times. Interaction with others is constant and interruptive.

Travel

Travel outside of Northshore locations will be rare for this position. Travel within Northshore locations will be frequent for this position.

Required Role Qualifications

High School Diploma, Transcripts, or Equivalent

Preferred Role Qualifications

Associate’s Degree in Technology, Computer Engineering, Computer Sciences, or related field

Two years of experience working within a healthcare setting

Required Skills

Ability to analyze situations and solve problems at strategic and tactical levels

Excellent interpersonal and customer service skills

Ability to comprehend, interpret, and apply the appropriate sections of applicable laws, guidelines, regulations, ordinances, and policies

Ability to acquire a thorough understanding of the organization's hierarchy, jobs, qualifications, compensation practices, and the administrative practices related to those factors

Practiced at organization and planning

Employ Critical thinking and problem solving

Maintains composure and operates with emotional intelligence

Ethical reasoning and decision-making

Strong attention to detail

Receptive and responsive to feedback

Excellent verbal and written communication skills

Time management, prioritization, and sense of urgency

Proficient with Microsoft Office Suite or related software

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