IT Tech II- Poway

Palomar Health - Poway, CA

Full-time - Entry Level

Poway, CA

Hospitals

About the position

The IT Technician II position at Palomar Health Medical Group involves providing technical assistance and support for various computer systems, software, and hardware. The role requires responding to helpdesk tickets, installing and repairing hardware and software, and assisting IT leadership with recommendations and solutions. The technician will also manage user setups, maintain documentation, and support end-users through various communication channels. This position includes moderate troubleshooting of IT issues and requires travel to local satellite offices for on-site support.

Responsibilities

• Provide technical assistance and support for incoming tickets related to computer systems, portable electronic devices, software, and hardware.
• Respond to helpdesk tickets in person, over the phone, email, or via the user portal.
• Install, modify, and repair computer hardware and software.
• Investigate current environment, recommend solutions, escalate as needed, and integrate standard solutions.
• Complete projects such as running reports, maintaining logs, and onboarding new clients.
• Serve as first line triage and level 1 support for end users.
• Work through the ticketing system to prioritize and communicate with end users for their IT support needs.
• Provision, configure, and support computers, tablets, desk phones, and mobile devices.
• Moderate troubleshooting of IT issues and understanding of IT concepts like VoIP, DNS, FTP, and VPN.
• Identify and escalate urgent situations in a timely manner and document accordingly.
• Administer software and maintain IT-related documentation for supported sites.
• Setup new users and support resources of terminated users.
• Travel to local satellite offices to provide on-site support 30-50% of the time.
• Coordinate the shipping and receiving of assets between hardware vendors and PHMG locations.
• Assist with escalations and support needs of Sys Admins and Network Admins.

Requirements

• High school diploma or GED required.
• 4+ years of general IT experience, preferably supporting end users.
• Moderate understanding of MS Office Tools, Office365, SharePoint, Teams, and OneDrive.
• Moderate understanding of proprietary software support.
• Ability to speak and read English at a sufficient level to perform essential functions of the position.

Nice-to-haves

• Experience with different OS versions, including Windows XP, 7, 10, Mac 10.15+, Server 2003-2022.
• Advanced experience with Active Directory.
• Advanced troubleshooting skills.
• ITIL v3 or 4 certification.

Benefits

• Full-time position with potential for overtime.
• On-call rotation for after-hours support.