Information Services Technical Support

Horizon Health • Paris, IL

4d

About The Position

Horizon Health is a Critical Access rural health facility with a 25-inpatient-bed hospital in Paris, Illinois, and outpatient clinics in Paris and surrounding cities. The Information Services Technical Support staff provides first-level technical support to end users across the organization. The role requires knowledge of software, hardware, and networks, along with critical thinking, problem-solving, attention to detail, communication, and teamwork. Support is provided by phone, in person, email, and remote access as needed. The position participates in a rotating on-call schedule.

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.

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 through the ticketing system.
• Troubleshoot routine issues and escalate complex issues according to priority and tier of need.
• Record problems and resolutions in the standardized support center application.
• Support IT team members across their work.
• Handle routine calls to ensure timely resolution.
• Provide technical support by phone, in person, email, and remote access as needed.
• Develop, execute, and follow IT operational policies, standards, and work instructions for end users.
• Provide continuous status updates to support customer satisfaction.
• Develop, manage, and maintain internal and external support documentation.
• Monitor critical infrastructure systems using industry-standard monitoring tools and systems.
• Participate in the staff on-call rotation.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Employee 403(b)
• Health savings account with company match
• Vacation
• Sick leave
• Paid holidays

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed