primary RESPONSIBILITIES:

• Serve as the initial point of contact for IT support via phone, ticketing system, and in-person requests
• Troubleshoot and resolve common hardware, software, and access-related issues
• Accurately document incidents, requests, and resolutions in the ticketing system
• Escalate issues to higher-level support when appropriate, providing complete and accurate details
• Provide timely updates and follow-up communication to end users
• Assist with account provisioning, password resets, and basic access management
• Maintain knowledge of standard IT procedures, systems, and supported applications
• Comply with all policies related to data security and patient confidentiality (HIPAA)

ADDITIONAL RESPONSIBILITIES:

• Assist other Technical Support team members as directed by the supervisor.
• Participate in projects as a support resource to the Epic & Systems team, as needed.
• Be available for occasional after-hours implementations or support tasks.
• Perform any other duties as assigned by the supervisor.

physical and mental requirements:

• visual and auditory accuracy
• shift length - 9 hours
• indoor setting
• frequent use of computer
• extended periods of standing, sitting
• frequent use of telephone
• continuous repetitive grasping and manipulation of both hands
• continuous conversational communication
• frequent walking, bending, reaching, twisting, kneeling, squatting, climbing
• occasional exposure to mechanical and electrical conditions
• occasional carrying, lifting, pushing and pulling of up to 55 lbs.
• occasionally working in noisy and confined areas
• frequent use of personal transportation with US Standard gas reimbursement provided.
• occasional travel
• understand/carry out simple/detailed, oral/written instructions
• memorize and retain instructions
• read and interpret detailed specifications

Qualifications

IT Technician I

Reports to: IT Support Manager

Education & Expierence:

• IT support or customer service experience preferred
• Associate degree in Information Technology or related field preferred, but not required

SUMMARY:

The IT Technician I serves as the first point of contact for all IT support requests. This role is responsible for providing timely, customer-focused technical support to staff, resolving common issues, and ensuring accurate triage and escalation of more complex problems. This position plays a critical role in maintaining day-to-day IT operations across the organization.

SKILLS & QUALIFICATIONS

• Strong customer service and communication skills
• Basic knowledge of Windows, Microsoft 365, and common business applications
• Familiarity with computer hardware and mobile devices
• Ability to follow documented procedures and troubleshoot routine issues
• Strong attention to detail and organizational skills