Company Overview
Benson Hospital and Northern Cochise Community Hospital are dedicated healthcare providers committed to delivering exceptional medical services with compassion. As a not-for-profit critical access hospital, we serve the San Pedro Valley community and surrounding areas, emphasizing teamwork, professionalism, and patient-centered care.
POSITION SUMMARY
The Information Technology Service Support Technician is a tier 1 position in the Service Support team. This position is responsible for assistance in maintaining IT resources including desktops and related peripherals, network infrastructure, copiers/printers, telecommunications and basic applications. This includes troubleshooting/repair, maintenance, configuration, and end user support/training.
This position supports operations across two hospital campuses requiring travel and related coverage duties as needed.
ESSENTIAL FUNCTIONS
1. Manages phone calls into the department and triages them appropriately. This includes service-related questions, vendor inquiries etc.
2. Basic end user assistance and troubleshooting with all standard Windows/Office type applications.
3. Deployment of new/replacement desktops and associated peripherals.
4. Desktop and peripheral hardware and software troubleshooting/repair.
5. Supports Enterprise Applications desktop peripherals (scanners, credit card machines etc.) and associated software.
6. Assists in deployment of new/replacement printers.
7. Printer troubleshooting/repair. Works with vendors to remediate any covered service issues.
8. Assists in deployment of new/replacement phones.
9. Assists in phone/FAX troubleshooting & repair.
10. Manage phone backup/restore functions.
11. Assists in deployment of new/replacement TV and other audio/video related systems.
12. Assists in TV & A/V systems maintenance, troubleshooting & repair.
13. Assists in Inventory Asset Management for desktops and related peripherals, printers, phones, TV and A/V systems.
14. Basic Network troubleshooting/repair (cable replacement, network wiring installation Cat5/6 and fiber, assists in general network connectivity troubleshooting).
15. Basic identity access management (reset passwords, disable accounts, end user MFA troubleshooting etc.).
16. Requests equipment through Service Support Lead. Receives equipment.
17. Assists Department on any project implementations, as required.
18. Participate in disaster recovery testing.
19. Assist in implementing and maintaining HIPAA compliance.
20. Travel between both hospital campuses, as needed, to support required work resolution and staff coverage for the Department.
21. Perform other duties as assigned by the IT Executive Director or Service Support Lead.
22. Complies with the hospital Corporate Compliance Program.
KNOWLEDGE AND ABILITIES
1. Ability to carry out assigned tasks with the need for limited supervision.
2. Principles, practices, and techniques in the installation, maintenance and troubleshooting of desktops, peripherals, network infrastructure, printers and other related hardware and software issues.
3. Knowledge in operating systems and common applications (web browsers, Microsoft Office, Adobe etc.)
4. Basic knowledge in network infrastructure to troubleshoot and solve common network/internet related issues. Troubleshoot and diagnose severity of network problems and make repairs with little or no assistance.
5. Knowledge in VOIP phones and related digital telecom infrastructure.
6. General familiarity with desktop printers. Ability to resolve common issues both hardware and software related.
7. General familiarity with A/V systems like smart TVs, digital display systems/kiosks, audio/paging and related systems.
8. Make decisions and resolve problems. Seek out information and data to evaluate, prioritize and formulate best solution or practice.
9. Communicate clearly and concisely, both orally and in writing.
10. Establish and maintain effective working relationships; work independently and demonstrate initiative.
EDUCATION AND EXPERIENCE REQUIREMENTS
- Two years of experience in a technology role that provided a background in general Windows desktop/laptop hardware and software troubleshooting, diagnosis and repairs.
- Experience in network infrastructure including implementation, configuration, and maintenance.
- Experience with user management technologies like Active Directory, LDAP, SSO etc.
- A+ Core, MCSA Windows 11 or equivalent certifications a plus.
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- Tuition reimbursement
- Vision insurance
Application Question(s):
- This position requires regular travel from Benson to Willcox. Please indicate your understanding.
Experience:
- IT support: 1 year (Preferred)
License/Certification:
- Driver License (Preferred)
Work Location: In person
