IT Support Technician Associate

Gundersen Health System • Lowell, MA

1d • $21 • Hybrid

About The Position

Emplify Health is hiring an IT Support Technician Associate to our team! The IT Support Technician provides both over-the-phone and remote first level support for IT systems, hardware, mobile devices, and software across the organization. This role involves diagnosing and resolving technical issues and delivering excellent customer service to our end users. The technician collaborates with internal teams and external vendors to ensure seamless IT operations.

Requirements

• Associate degree required or equivalent years of experience and education
• Valid Driver's License (DL)
• Strong customer service and multi-tasking experience
• Ability to work well in a fast paced working environment

Nice To Haves

• Prior IT Support/Helpdesk work experience preferred

Responsibilities

• Deliver empathetic, clear, and timely communication to end-users
• Assist end-users with basic troubleshooting steps and educate them on best practices for IT security and software usage
• Utilize downtime between phone calls to assist end users on self-service queue
• Provide remote support for hardware, software, and network related issues
• Handle user authentication issues, password resets, and access permissions
• Maintain accurate documentation of incidents, solutions
• Utilize documentation and procedures to solve technical problems
• Report issues to IT teams and departments to resolve issues efficiently
• Other duties as assigned

Benefits

• Competitive Benefits: We offer a comprehensive package including medical, dental, pet insurance, and a generous retirement contribution.
• Work-Life Balance: We prioritize your well-being with a 24/7 Employee Assistance Program, generous PTO, and paid holidays.
• Professional Development: Invest in your future with our Tuition Invest Program (up to $3,000 per year), access to hundreds of internal courses, and our Career Development Center.
• Diversity, Equity & Inclusion: We foster a welcoming environment with an inclusive celebration program, Unconscious Bias Training, and Patient Care resources.
• Additional Perks: Enjoy an 18% discount on your Verizon data plan and a 20% discount on Gundersen services not covered by insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees