IT SUPPORT TECHNICIAN

Nevada Health Centers I•Carson City, NV

13h

About The Position

Under general supervision, the IT support technician provides technical assistance, training, and support in the use of IT hardware and software, and performs other related duties as required. There are three levels (I, II, and III) within the IT Support Technician class. Each is distinguished by its assigned role, skill and experience level and the amount of training and supervision required for successful performance. The IT Support Technician I is a trainee level. Incumbents are expected to work closely with IT Support Technician II and other IT staff as appropriate to complete responsibilities with supervision. The IT Support Technician II level requires incumbents to be competent in most, if not all, responsibilities. IT Support Technician II incumbents are expected to work independently, requiring little supervision. Advancement to the IT Support Technician II requires either competitive selection through the open recruitment process or successful demonstration of skills at the IT Support Technician I level for at least one or more years. The IT Support Technician III level requires incumbents to either 1) lead an IT staff; or 2) possess and use master-level technical and analytical skills to complete responsibilities on a regular and on-going basis. Advancement from the IT Support Technician II to the IT Support Technician III requires competitive selection through the open recruitment process or successful demonstration of skills at the IT Support Technician II level for at least one or more years

Requirements

High School diploma or equivalent and two years of experience in hardware/software support
Associate degree in related field

Nice To Haves

Networking and server management experience
Bachelor degree in related field

Responsibilities

Receive, log, and route user calls for assistance or repair; monitor trouble call/resolution information; follow-up on and report aged calls to ensure timely response.
Troubleshoot and coordinate resolution to desktop communication problems, networking and remote system connections; troubleshoot software and equipment errors, and coach users in correcting reported problems.
Inform and train users in equipment and software operation; analyze and make recommendations on response time, training design, user support needs, and customer satisfaction.
Prepare, maintain and follow technical documentation and procedures; perform preventative maintenance and repair hardware.
Research, evaluate, test hardware and software products, and systems solutions; install, configure and test hardware and software, prepare reports and proposals for service.
Carry out security administration by maintaining tables and adding, purging, and migrating users.
Assist in ensuring data integrity.
Maintain confidentiality of all information contained in NVHC systems
Coordinate equipment deliveries, software licensing compliance, inventory, and asset control.
Consult with users on re-engineering business processes and the use of technology, products, and services; develop and conduct training in operation and use of hardware and software.
Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
Maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
Travel to health center locations when necessary
Maintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
Must develop positive working relationship with teammates and customers
Follow and suggest updates to department procedures
Comply with HIPAA, OSHA and other regulatory requirements
Completion of other assignments made by department leadership