The IT technician provides onsite and remote support and maintenance of the Institute for Family Health’s computing environment and this includes: installing, diagnosing, repairing, maintaining, and upgrading all hardware, business software and equipment to ensure optimal computing performance. The IT technician responds to issues or problems in a timely manner, and provides business user assistance documenting the process from inception to completion and within established service level agreements.
RESPONSIBILITIES:
Onsite and remote support of computer hardware, operating systems, networks, and applications at various Institute locations
Provide a positive, high level customer service experience to the Institute’s business community. Respond quickly and completely to user or IT infrastructure issues
Install and configure computer desktops, laptops, printers, mobile devices and applications
In-depth technical skills of Microsoft Windows 11 and the Microsoft Office suite
Extensive experience troubleshooting and resolving computer and network issues both remotely and onsite
Participate in the implementation and testing of new hardware and applications
Experience with an IT ticketing system and processing Incidents and Requests through their lifecycle and according to established service level agreements
Creates documentation for publication on the IT Knowledgebase
Maintains IT assets as part of an asset management program
Excellent problem-solving skills
Follows and enforces company policies; calls attention to actions that may violate policies and procedures
Team player, well organized, self-motivated, and committed to achieving goals.
Availability to occasionally work after hours or on weekends in support of company or IT projects
Excellent customer service skills with both internal and external customers
Provide assistance on the Helpdesk occasionally
Desire to continually learn new technologies and products
Demonstrate good attendance and remain punctual
Other duties as assigned
Qualifications
SKILLS:
Extensive experience troubleshooting and resolving computer and network issues both remotely and onsite
Ability to use, troubleshoot and repair office applications, such as Microsoft Word, Outlook, Excel, and web-based applications independently
Knowledge of IT Operations and best practices in a business environment
Advanced ability to identify and troubleshoot network issues such as connectivity, performance, name resolution, or cabling
Ability to both create and follow documentation to resolve technical issues
Must be capable of keeping work areas neat, well organized, and accessible
Ability to track issues assigned, document resolution, and follow up with users is required
Ability to manage time well and stay accountable with assigned action items
QUALIFICATIONS:
A.S. or B.S. in technical field or a relevant combination of education and technical experience required
CompTIA A+ ( Extensive experience may be considered in lieu of certification) required
2+ years of experience working in a professional environment required
Valid driver’s license and car required
CompTIA Network+ preferred
Certification in related subject matter preferred
Bi-lingual Spanish preferred
Seniority level
Entry level
Employment type
Full-time
Job function
Information Technology
Industries
Hospitals and Health Care
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