IT Technician

Position: IT Technician I (3783)
# IT Technician I (3783)
Central - Waco, TX 76707## Overview Level Experienced Position  Type Full Time Job Shift Day Education  Level2 Year Degree Category Information  Technology## Description
** primary RESPONSIBILITIES:
*** Serve as the initial point of contact for IT support via phone, ticketing system, and in-person requests
* Troubleshoot and resolve common hardware, software, and access-related issues
* Accurately document incidents, requests, and resolutions in the ticketing system
* Escalate issues to higher-level support when appropriate, providing complete and accurate details
* Provide timely updates and follow-up communication to end users
* Assist with account provisioning, password resets, and basic access management
* Maintain knowledge of standard IT procedures, systems, and supported applications
* Comply with all policies related to data security and patient confidentiality (HIPAA)
** ADDITIONAL RESPONSIBILITIES:
*** Assist other Technical Support team members as directed by the supervisor.
* Participate in projects as a support resource to the Epic & Systems team, as needed.
* Be available for occasional after-hours implementations or support tasks.
* Perform any other duties as assigned by the supervisor.
** physical and mental requirements:
*** visual and auditory accuracy
* shift length - 9 hours
* indoor setting
* frequent use of computer
* extended periods of standing, sitting
* frequent use of telephone
* continuous repetitive grasping and manipulation of both hands
* continuous conversational communication
* frequent walking, bending, reaching, twisting, kneeling, squatting, climbing
* occasional exposure to mechanical and electrical conditions
* occasional carrying, lifting, pushing and pulling of up to 55 lbs.
* occasionally working in noisy and confined areas
* frequent use of personal transportation with US Standard gas reimbursement provided.
* occasional travel
* understand/carry out simple/detailed, oral/written instructions
* memorize and retain instructions
* read and interpret detailed specifications## Qualifications
** IT Technician I
***
* Reports to:

** IT Support Manager
** Education & Expierence:
*** IT support or customer service experience preferred
* 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
*** Strong customer service and communication skills
* Basic knowledge of Windows, Microsoft 365, and common business applications
* Familiarity with computer hardware and mobile devices
* Ability to follow documented procedures and troubleshoot routine issues
* Strong attention to detail and organizational skills
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