IT Support Technician I

Rockville Internal Medicine Group (RIMG) is a well-established, large multi-specialty practice with locations in Olney and Rockville, MD. We are seeking an exceptional full-time IT Support Technician I to start immediately.

Reporting to the IT/Facilities Manager, the IT Support Technician I is responsible for providing first-level technical support and assistance to medical center staff. This role involves handling incoming IT support requests, troubleshooting basic technical issues, and escalating more complex problems to higher-level support staff. The IT Support Technician I ensures the smooth operation of IT services, which is critical to supporting patient care and administrative functions.

*All New Hires are required to be COVID 19 vaccinated

Work Hours: Monday to Friday 7:45am to 4:15pm

Key Responsibilities:

1. Technical Support:

• Respond promptly to IT support requests via phone, email, or helpdesk ticketing system.
• Provide first-level support for desktops, laptops, printers, peripherals, and desk phones
• Assist users with basic software and hardware troubleshooting.
• Assist in implementing security measures to protect sensitive patient and staff information.

2. Issue Resolution:

• Diagnose and resolve basic technical issues related to operating systems, applications, and network connectivity.
• Escalate unresolved issues to higher-level support or specialized IT staff.
• Document all support interactions and resolutions in the helpdesk ticketing system.

3. User Assistance:

• Guide users through troubleshooting steps to resolve common technical problems.
• Provide instructions and training on using standard software applications and IT resources.
• Assist in setting up and configuring new user accounts and equipment.

4. System Maintenance:

• Ensure all IT equipment is functioning correctly and report any hardware failures.
• Assist in deploying new hardware and software as directed.
• Ensure proper storage and handling of IT assets.
• Assist in managing IT inventory, including tracking the allocation and return of equipment.

Qualifications:

• Education: High school diploma or equivalent. An Associate’s degree in Information Technology or a related field is preferred.
• Experience: Previous experience in a help desk or customer service role, preferably in a healthcare setting.
• Certifications: CompTIA A+, Network+, Security+ certifications are preferred.
• Technical Skills:
  • Moderate understanding of Microsoft Windows operating systems.
  • Familiarity with common software applications such as Microsoft Office and Google Workspace.
  • Basic knowledge of networking principles (TCP/IP, DNS, DHCP, VPN).

Soft Skills:

• Strong communication and interpersonal skills.
• Excellent problem-solving abilities.
• Ability to work independently and manage time effectively.
• Patient and empathetic approach to user support.

Physical Demands:

• While performing the duties of this job, the employee is regularly required to:
  • Talk and hear, stand, walk, sit, use hands to handle, or feel and reach with hands and arms
  • Occasionally stoop, kneel, and crouch
• Must be able to lift and/or move up to 50 pounds.