Location Based Technician (Level II or I)

St. Jude Children's Research Hospital•Memphis, TN

About The Position

The Location Based Technician provides comprehensive hardware, software, and network support for local computing environments. This role partners closely with technology teams, clients, and vendors to assess needs, recommend solutions, and implement effective technology services. Responsibilities include deploying and maintaining systems, supporting local network infrastructure, and ensuring reliable performance of computing resources. The technician actively supports projects aligned with departmental and institutional priorities, while collaborating with stakeholders to deliver responsive, client-focused solutions. This role requires staying current on emerging technologies, vendor offerings, and industry trends, and applying this knowledge to enhance service delivery. A strong understanding of organizational policies and procedures is essential, along with a commitment to compliance in all aspects of the role.

Requirements

High School Diploma or GED required.
2+ years of significant experience providing support around IT systems (e.g. operating systems; setup and configuration of computers, printers in a networked environment, and mobile devices; maintenance of hardware components and computer peripherals).
Experience supporting business teams around IT needs.
Experience providing support around IT systems (e.g. operating systems; setup and configuration of computers and printers in a networked environment; maintenance of hardware components and computer peripherals) preferred.
Certification in A+, Network, Windows, or Apple preferred.
Addresses problems in a structured, logical approach.
Asks for guidance and tries out new ideas when changes in approach are required.
Adapts quickly and positively; learns from mistakes.
Questions, clarifies, and provides explanations as needed.
Checks documents and reports for clarity and accuracy.
Seeks and provides information within and outside team in a timely manner.
Manages own time well to plan work and meet daily task needs.
Executes routine tasks under guidance and/ / or supervision.
Shows attention to detail, produces quality work on time.
Leverages strong knowledge of IT support and maintenance concepts and processes to address complex support needs.
Promptly acknowledges and responds to customer issues.
Solves routine customer problems as per processes, and seeks guidance, if needed for quick resolution.
Analyzes root causes of reported issues in a structured manner, and seeks clarification and support as needed.
Can solve problems quickly by identifying the right remedial steps with limited guidance.
Can handle routine escalations.
Organizes own work to prioritize non-routine tasks to meet customer requirements.
Handles unexpected changes in customer priorities effectively.
Takes ownership of customer problems and related communication.
Plans around multiple tasks and priorities well within own work.
Is able to cope with unexpected changes in routine and delivers planned outcomes on time.
Escalates issues/problems and seeks support in a timely manner.
Applies basic knowledge of IT support and maintenance concepts and processes, incident request life cycles, metrics, and resolution principles in delivery of routine IT support.
Is able to analyze and diagnose routine problems, under supervision.
Addresses problems with guidance where feasible, and escalates effectively.
Prioritizes routine tasks under guidance and/ / or supervision.
Responds to clearly stated service expectations of his/her clients.
Ensures customer needs are met promptly.
Is open to any type of change or new idea presented.
Shows eagerness to learn from different avenues.
Addresses needs/ problems in a logical manner, using defined approaches.
Has clear, concise communication in both verbal and written communication.
Listens to requests, confirms understanding of routine needs, and provides accurate answers.
Shares information within team as directed.

Nice To Haves

Prefer experience with Windows, Apple, and Linux.
Prefer experience with Windows, Apple, and Linux.

Responsibilities

Meet or exceed a high level of customer satisfaction through application of customer service focused soft skills and adherence to established SLAs.
Manage basic to moderate technical issues and incidents involving various software, networking and hardware environments.
Respond to basic customer/end-user queries within timelines.
Service customers in all aspects through to problem resolution, keeping customers informed and updated throughout life of incident.
Maintain support procedures and documentation.
Understand customer’s impact, prioritize and communicate effectively between various stakeholders.
Stay abreast of the latest changes, trends and technological advancements in the industry.
Perform other duties as assigned to meet the goals and objectives of the department and institution.
Maintains regular and predictable attendance.
Provide basic mobile, desktop, and network support (including administering and maintaining end user accounts, password resets/unlocks, and email setup and support).
Install and configure appropriate software and functions according to specifications and requirements.
Perform troubleshooting to diagnose and resolve problems.
Create, document, and escalate issues and problems according to set standards.
Proactively develop deep knowledge of technical concepts, processes, and procedures.