IT Technician

Reports to:

Information Technology Diretor FLSA Classification:
Full-time, Hourly, Non-Exempt:
Salary range $26.62 to $36.18 / hour. Essential Functions

Provide Tier 1 technical support to end users via phone, email, remote support tools, or in-person communication.

Diagnose and resolve desktop, laptop, thin client, hardware, software, printing, and basic network connectivity issues.

Install, configure, deploy, replace, and maintain computers, monitors, printers, scanners, peripherals, and approved software applications.

Assist with user accounts, passwords, permissions, profiles, Microsoft 365, Active Directory, shared resources, and multi-factor authentication within assigned authority.

Provide first-level technical support for healthcare applications, including MEDITECH Expanse, Athenahealth, and other clinical and business applications used by PMC.

Support VMware Horizon/VDI endpoint connectivity and user-access troubleshooting and escape advanced issues as appropriate.

Troubleshoot basic wired and wireless network connectivity and escape server, firewall, storage, switching, or other infrastructure issues to appropriate IT staff.

Support hospital telephone, fax, paging, audiovisual, conferencing, and other communication technologies as assigned.

Monitor and respond to IT service tickets; accurately document troubleshooting, resolution, and escalation activities.

Escalate complex incidents to Tier 2, Network/System Administration, Clinical Informatics, IT leadership, or vendors as appropriate.

Assist with hardware and software inventory, asset tracking, equipment lifecycle management, and workstation replacement projects.

Assist with technology deployments, upgrades, maintenance activities, system testing, and organizational IT projects.

Follow PMC cybersecurity policies and promptly report suspected malware, phishing, unauthorized access, or other security incidents.

Maintain confidentiality and comply with HIPAA, organizational privacy and security policies, and applicable healthcare regulatory requirements.

Create and maintain technical documentation and knowledge-base articles.

Provide professional, timely, and courteous technical support to clinical, administrative, and operational staff.

Participate in after-hours maintenance, upgrades, implementations, or emergency support when required.

Other duties as assigned.

Associate degree in Information Technology, Computer Science, Information Systems, or related field preferred. Relevant technical training, certifications, or equivalent experience may substitute for formal education.

One to three years of IT support, desktop support, helpdesk, or related technical experience preferred; healthcare IT experience strongly preferred.

Working knowledge of Windows operating systems, Microsoft 365, Active Directory, computer hardware, printers and peripherals, basic TCP/IP networking, wireless connectivity, and remote support tools.

Experience supporting MEDITECH Expanse and/or Athenahealth is preferred.

CompTIA A+, Network+, Microsoft fundamentals/endpoint certifications, or comparable technical certifications preferred.

Kind and professional demeanor.

Professional and well-groomed appearance at all times.

Communicate positively and effectively, both written and verbally, with patients, family, and staff.

Demonstrate effective organizational skills in an evolving environment.

Work with honesty, compassion and integrity at all times.

Understand and adhere to the scope of service for the department and this position.

Understand and adhere to all of PMC’s policies and procedures.

Understand and adhere to PMC’s Code of Conduct.

Adhere to the strictest confidentiality and HIPAA regulations.

Demonstrate a commitment to…