System Support Technician

Anne Arundel Health System • Annapolis, MD

3d • $24 - $35

About The Position

Systems Support Technician 1 provides technical support for end users, handling help desk tickets, troubleshooting issues, and ensuring prompt resolution of technical problems. The role involves a mix of desk-side assistance, system maintenance, and hardware/software configuration to ensure smooth system operations across various end-user environments.

Requirements

• Basic knowledge of computer hardware, operating systems, and common software applications.
• Strong customer service and communication skills.
• Familiarity with ticketing systems and knowledge bases.
• Basic security awareness, including understanding common cybersecurity threats.
• Understanding of safe browsing practices and how to avoid security risks.
• Ability to troubleshoot hardware/software issues effectively and maintain high levels of customer service.
• AA degree or enrollment in college-level courses (B.S. or B.A. preferred).
• Professional experience will be considered in lieu of formal education.
• Minimum of two years of experience in a help desk or technical support role, including working with the above-mentioned hardware and software components.
• Strong technical troubleshooting skills and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to work independently or as part of a team in a fast-paced environment.
• Strong organizational and time management skills, with the ability to manage multiple priorities effectively.
• Medium-duty physical requirements, including the ability to lift up to 50 pounds occasionally, 30 pounds frequently, and 10 pounds constantly to move objects.

Nice To Haves

• CompTIA A+ certification or equivalent technical certifications.
• Preferred: CompTIA A+, CompTIA Net+, or similar certifications.

Responsibilities

• Responds to calls and inquiries from computer system end users, providing technical assistance and troubleshooting a variety of hardware, software, and peripheral issues.
• Offers desk-side support to users, ensuring issues are resolved efficiently and effectively.
• Enters, tracks, and manages all help desk tickets in the problem tracking application, ensuring follow-ups are conducted in a timely manner to ensure successful problem resolution and user satisfaction.
• Configures, installs, maintains, and replaces end-user hardware and software as needed, working with various types of equipment.
• Performs basic repairs on hardware or coordinates repairs through appropriate vendors.
• Assists in asset management, ensuring proper documentation and timely replacement of hardware as necessary.
• Handles system maintenance tasks such as monitoring disk usage, performing system backups, and ensuring smooth operation of computer equipment.
• Provides support for third-party applications, including but not limited to MS Office Suite, Windows OS, remote access, printers, and peripherals.
• Maintains security awareness to identify and mitigate common cybersecurity risks (e.g., phishing, malware).
• Ensures safe internet practices for users, educating them on safe browsing habits.

Benefits

• Medical, Dental, and Vision Insurance
• Retirement Plan (with employer match for employees who work more than 1000 hours in a calendar year)
• Paid Time Off
• Tuition Assistance Benefits
• Employee Referral Bonus Program
• Paid Holidays, Disability, and Life/AD&D for full-time employees
• Wellness Programs
• Employee Assistance Programs and more Benefit offerings based on employment status

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 101-250 employees