IT Technician I (3783)

WACO FAMILY MEDICINE•Waco, TX

5d•Onsite

About The Position

The IT Technician I serves as the first point of contact for all IT support requests. This role is responsible for providing timely, customer-focused technical support to staff, resolving common issues, and ensuring accurate triage and escalation of more complex problems. This position plays a critical role in maintaining day-to-day IT operations across the organization.

Requirements

Strong customer service and communication skills
Basic knowledge of Windows, Microsoft 365, and common business applications
Familiarity with computer hardware and mobile devices
Ability to follow documented procedures and troubleshoot routine issues
Strong attention to detail and organizational skills
Visual and auditory accuracy
Understand/carry out simple/detailed, oral/written instructions
Memorize and retain instructions
Read and interpret detailed specifications

Nice To Haves

IT support or customer service experience preferred
Associate degree in Information Technology or related field preferred, but not required

Responsibilities

Serve as the initial point of contact for IT support via phone, ticketing system, and in-person requests
Troubleshoot and resolve common hardware, software, and access-related issues
Accurately document incidents, requests, and resolutions in the ticketing system
Escalate issues to higher-level support when appropriate, providing complete and accurate details
Provide timely updates and follow-up communication to end users
Assist with account provisioning, password resets, and basic access management
Maintain knowledge of standard IT procedures, systems, and supported applications
Comply with all policies related to data security and patient confidentiality (HIPAA)
Assist other Technical Support team members as directed by the supervisor.
Participate in projects as a support resource to the Epic & Systems team, as needed.
Be available for occasional after-hours implementations or support tasks.
Perform any other duties as assigned by the supervisor.