INFORMATION SERVICES TECHNICAL SUPPORT

Horizon Health•Paris, IL

5d•$17 - $26

About The Position

Horizon Health is a Critical Access, Rural Health Facility with 25 inpatient beds in Paris, Illinois, and multiple outpatient clinic settings. The Information Services Technical Support staff provide first-level technical assistance to end users and support the IT team. The role calls for knowledge of software, hardware, and networks, along with critical thinking, problem-solving, attention to detail, and strong communication and people skills. Support is provided by phone, in person, email, and remote access as needed. Staff handle and document tickets, resolve routine issues using documented procedures, escalate complex issues according to priority and tier, keep customers updated, maintain support documentation, and monitor critical infrastructure. The role also requires participation in an on-call staff rotation.

Requirements

Previous experience as a computer technician or in IT support.
Ability to manage, troubleshoot, and resolve multiple issues.
Excellent verbal and written communication skills.
Knowledge of computer software systems, including databases, office applications, and operating systems.
Ability to physically stand, bend, squat, and lift equipment.
Patience and understanding.
Ability to take on-call shifts through a staff rotation.

Nice To Haves

Experience in the healthcare field is desirable.

Responsibilities

Answer and address support calls, walk-up customers, and emails for first-level technical support.
Resolve service calls using documented procedures.
Handle incoming tickets using the ticketing system.
Solve routine issues and escalate complex issues based on priority and tier level of need.
Input problems and resolutions into the standardized company support center application.
Support IT team members on all aspects of work.
Handle routine calls to ensure timely resolution.
Address calls by phone, in person, and through email.
Provide technical support by phone or remote access as needed.
Develop, execute, and follow IT operational policies, standards, and work instructions for end users.
Ensure customer satisfaction through continuous status updates.
Develop, manage, and maintain internal and external support documentation.
Monitor critical infrastructure systems through industry-standard monitoring tools and systems.