• Job Title: IT Technician

Job Description

Exempt: Yes
Status: Full-Time
Reports To: Director of Operations
Summary
Provide escalation support and maintenance for client IT services on tablets, computers, mobile devices, printers, and any other end-user hardware and software. Execute client device installation, repair, and upgrades to ensure optimal performance and provide in-person or remote support in a timely and accurate fashion while adhering to all IT Service Management processes and procedures.
Essential Duties and Responsibilities
include the following. Other duties may be assigned, as necessary.

• Assists in developing long-term strategies and support capacity planning to meet future client IT needs
• Identifies and captures user requirements
• Conducts research on, evaluates, and recommends client devices, software, and related products for purchase
• Installs, upgrades, configures, maintains, and troubleshoots end-user hardware and software to ensure required desktop service levels
• Ensures accurate tracking of hardware through Asset Management procedures
• Performs onsite and remote analysis, diagnosis, and resolution of complex PC, tablet, and mobile device problems for end-users, recommending and implementing corrective solutions, as needed.
• Provides escalated level 2 Service Desk support for end-user software issues.
• Supports Problem Management activities within technical area of expertise
• Supports accurate Incident and Request Management information capture, prioritization, and ensure completion within SLA timeframes
• Supports new-hire orientation and onboarding requirements
• Collaborates with system and network administrators to ensure efficient operation of the company’s client services environment
• If necessary, liaise with third-party support and equipment vendors
• Adheres to all IT Service Management policies and process areas (Incident, Problem, Request, Change, Knowledge, and Asset Management)
• Contributes to continual service improvement in all aspects of IT support function
• Consistently represents the company in a professional manner.
• Maintains effective working relationship and cooperate with all personnel in the Company.
• Adheres to the Company’s compliance requirements as stated in the policy and procedure manual and all other related policies.
• Performs other duties and responsibilities as assigned.

Qualification Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Associate degree in IT or Bachelor’s preferred
• Minimum 1-year experience in EMR and/or EHR software experience
• Prior help desk experience
• Initiative to learn and understand process/workflow
• Excellent troubleshooting skills
• Excellent customer service skills
• Excellent phone etiquette
• Must possess the ability to multi-task and frequently change direction

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, climb stairs, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.

The employee frequently lifts and/or moves up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job generally operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. While performing the duties of this position, the employee may travel by automobile and be exposed to changing weather conditions.
Comments
This description is intended to describe the essential job functions, the general supplemental functions, and the essential requirements for the performance of this job. It is not an exhaustive list of all duties, responsibilities, and requirements of a person so classified. Other functions may be assigned, and management retains the right to add or change the duties at any time.

Employee Signature Date

Employee Name (please print)

Job Type: Full-time

Pay: $35,000.00 - $45,000.00 per year

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Nash, TX 75569: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 3 years (Preferred)
• Windows: 3 years (Preferred)

Work Location: In person

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