IT Support Technician

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Coordinates with IT Support Manager regarding system management and operating procedures. This level of technician provides help desk support, service and preventive maintenance activities on PCs, networks, telecom systems and peripherals. Capable of basic desktop support install new hardware/software, swap out desktops, download fixes/service packs, virus detection/resolution, etc.

• Responds to telephone calls, emails and personnel requests for technical support
• Provides support to end users on a variety of issues
• Provides first level technical support and troubleshooting to end users
• Assists users with questions or problems
• Identifies, researches, and resolves technical problems
• Documents, tracks and monitors problems to ensure a timely resolution
• Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected as directed by the IT Support Manager
• Implements policies and procedures regarding how problems are escalated to the next level of technical support
• Assists in the installation, maintenance, and general support of hardware and software systems
• Documents, maintains, upgrades or replaces hardware and software systems, including maintaining inventory of hardware and software systems
• Participates in projects as directed by IT Support Manager
• Participates in and conducts technical training programs, if needed
• Implements the deployment, maintenance, support and upgrades of desktop PCs, PC operating systems and applications, hardware and local/network printers
• Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals
• Travels as necessary to sites to install PCs and other hardware
• Installs, troubleshoots, repairs and maintains telecommunications equipment and cabling systems for data, security video, and phone
• Supports and maintains user account information including rights, security and systems groups
• Coordinates special projects as requested by supervisor to assure timely and successful implantation of hardware, software and customer training
• Communicates with vendors of electronic equipment. Conducts product research and recommends feasible updates/repairs/replacements in accordance with existing market and agency needs
• Attends staff meetings, workshops and seminars to learn Agency policy, rules, regulations and procedures; participates in ongoing in-service training as well as pertinent external training
• Assists in the development and implementation of programmatic goals and objectives
• Assists in compliance with Health Insurance Portability and Accountability Act (HIPAA) regulations
• Maintains core competencies in relation to working with co-occurring disorders through continuing education and implementing skills into all aspects of treatment
• Supports and assists with the facilitation of Care Plans for consumers within the Red Rock Health Team
• Performs other duties as required

• High School Diploma or equivalent
• Two years help desk experience
• Ability to plan, organize and conceptualize training methods and needs for each user and provide computer training to customers
• Ability to work in pressure situations to meet required deadlines; flexibility in work schedule
• Ability to work in an environment where a wide degree of creativity and latitude are expected
• Technical writing skills and ability to train all levels of users
• Must be able to manage and schedule multiple projects on ongoing basis with ability to prioritize and work independently and as a team member
• Knowledge of PC hardware and software, word processing systems, information and data processing systems, database management systems, personal computer networking and communication and basic programming logic and techniques
• Excellent verbal communication skills, including assisting and training non-technical personnel in software and hardware procedures and utilization
• Relevant Associate or Bachelor’s degree or Technical Training program preferred
• Four years…