Technology Support Technician

NORTHSHORE HEALTH CENTERS•Portage, IN

8d•Onsite

About The Position

The Technology Support Technician provides first-level technical support by installing, maintaining, and troubleshooting computers, software, and other technology, including Lenovo, Fortinet, and Microsoft products. Responsibilities also include managing support tickets, escalating issues as needed, maintaining user accounts and equipment inventory, and supporting IT projects and deployments. The role focuses on minimizing technology-related downtime for clinic staff across all departments.

Requirements

High School Diploma, Transcripts, or Equivalent
Ability to analyze situations and solve problems at strategic and tactical levels
Excellent interpersonal and customer service skills
Ability to comprehend, interpret, and apply the appropriate sections of applicable laws, guidelines, regulations, ordinances, and policies
Ability to acquire a thorough understanding of the organization's hierarchy, jobs, qualifications, compensation practices, and the administrative practices related to those factors
Practiced at organization and planning
Employ Critical thinking and problem solving
Maintains composure and operates with emotional intelligence
Ethical reasoning and decision-making
Strong attention to detail
Receptive and responsive to feedback
Excellent verbal and written communication skills
Time management, prioritization, and sense of urgency
Proficient with Microsoft Office Suite or related software

Nice To Haves

Associate’s Degree in Technology, Computer Engineering, Computer Sciences, or related field
Two years of experience working within a healthcare setting

Responsibilities

Serve as the first point of contact for IT tickets received in person, by phone, or by email.
Ask appropriate questions to identify the nature, scope, and impact of reported issues.
Guide users through the troubleshooting and problem-resolution process.
Install, configure, modify, maintain, and repair computer hardware, peripherals, and software.
Use diagnostic tools, system reports, documentation, and other available resources to identify and resolve technical issues.
Properly escalate unresolved or advanced issues to the appropriate level of support.
Track, categorize, route, and assign tickets to the appropriate resource while accurately documenting troubleshooting steps, communications, resolutions, and follow up activities within ticketing system.
Follow up with users, provide status updates, confirm resolution, and ensure tickets are properly closed.
Provide professional and responsive customer service while setting appropriate expectations with users.
Update and maintain user account information as assigned, while also maintaining accurate inventory records, including equipment assignments, reassignments, deployments, and returns.
Produce help desk activity reports and review recurring issues to identify trends or ongoing malfunctions.
Recommend improvements to help desk procedures, documentation, workflows, and support processes.
Provide guidance, formal, and informal training to users to promote effective use of technology and reduce support needs.
Maintain and expand knowledge of help desk procedures, supported hardware, software, systems, products, and services.
Maintain and support the organization’s phone system, including user extensions, voicemail, call routing, and basic configuration changes.
Troubleshoot phone, voicemail, call-quality, and connectivity issues and escalate unresolved problems to the appropriate vendor or appropriate resource.
Configure and update auto attendants, call queues, hunt groups, office hours, and holiday schedules as assigned.
Add, modify, and remove phone system users, extensions, devices, and permissions.
Coordinate with external vendors as needed to resolve technical issues.
Travel to sites to perform onsite support.
Perform other duties as assigned by the System Administrator and/or Director of Information Technology.