IT User Support Technician I

Central Health•Austin, TX

About The Position

The User Support Technician I is responsible for providing user support for workstation, application, peripheral, hardware, and service issues through telephone and email communication, as well as in person. This role will capture and satisfy user service requests, incidents, and problems as the initial triage for the Joint Tech team. Additionally, as the first point of contact between customers and Joint Tech, the User Support Technician I will use excellent technical and customer service skills, professionalism, and initiative to resolve issues and questions with quality and efficiency. This role requires traveling to sites to provide direct support of workstations, applications, peripherals, hardware, service, and EMR/EPM issues.

Requirements

Ability to exercise patience and professionalism during stressful situations
Willing to learn and accept challenges and new responsibilities
Strong analytical and problem-solving abilities
Ability to perform software demonstrations and demonstrate basic hardware and software functionality to end users
Excellent verbal and written communication expertise
Adaptable and responds willingly to change
Ability to build and maintain strong work relationships with customers, leadership, peers, and team members
Ability to communicate technical information to individuals with various levels of technical knowledge
High School Diploma
1 year of desktop support experience

Nice To Haves

Associate’s Degree in Information Technology-related field
Cisco CCNA Certification
Comptia A+ Certification
Comptia NET+ Certification
Comptia Security+ Certification
If candidate does not have any of these certifications, it will be a requirement to obtain at least one within the first 12 months after hire.

Responsibilities

Serve as primary point of contact for users contacting User Support via phone or email
Identify, research, and resolve Tier I and Tier II support tickets using User Support tools and processes
Escalate issues when necessary within departmental guidelines and processes for resolution
Install, configure, and maintain computer equipment, peripherals, and software for the user community
Provide end-user training and assistance where required
Maintain and support client operating systems and end-user software using remote administration tools
Support users and telecommunications including, but not limited to, staging, building, programming, and deploying phones
Support hardware deployment, receiving, staging, imaging, and deploying workstations, printers, scanners, and other peripheral devices.
Troubleshoot and resolve hardware and software problems on workstations and portable devices.
Update end-user accounts, including applying/updating permissions and access rights in accordance with Joint Tech processes regarding privacy, security, and regulatory compliance
Orient customers to use hardware and software in accordance with departmental processes
Disable account access as part of the off-boarding process
Provide on-call after hours support on rotational schedule.
Develop and document resolutions to common Help Desk issues and workflows and make recommendations for process improvement
Ability to troubleshoot high-level and/or complex technical issues related to PC hardware and ancillary hardware, Windows operating systems, Microsoft Office products, remote support tools, Active Directory, and encryption products
Strong customer service skills
Perform basic network troubleshooting
Lead and work on assignments requiring independent action and a high degree of initiative to resolve issues
Travel to other offices/sites/clinics to provide support as needed
Build, install, and maintain all IT office hardware, including laptops, monitors, docking station, printers, scanners and additional hardware.
Log all support issues accurately and in a timely fashion using departmental support tools and processes
Provide excellent customer service, including taking ownership of site-wide IT related issues.
Ensure all actions, job performance, personal conduct, and communications represent Joint Tech in a highly professional manner at all times
Strong attention to detail and accuracy
Adept at reading, writing, and interpreting technical documentation and procedure manuals.
Perform other duties as assigned
Work overtime when needed (up to 4 hours/week)