Technology Support Technician

Summary/Objective

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.

Essential Functions

• 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.
  

*These essential functions are a summary of the primary duties and responsibilities of the position and are not intended to be a comprehensive listing of all duties and responsibilities. The position will include other duties as assigned, and duties are subject to change at management's discretion.

Competencies

• Planning and strategic foresight

• Responsible Decision Making

• Integrity and accountability

• Innovation and creativity

• Adaptive and flexible

• Leadership, teamwork, and conflict resolution

• Professionalism and work ethic

• Empathy

Work Environment

Work is performed in an office environment. Involves frequent personal and telephone contact with patients, physicians, and other healthcare personnel. Work may be stressful at times. Interaction with others is constant and interruptive.

Travel

Travel outside of Northshore locations will be rare for this position. Travel within Northshore locations will be frequent for this position.

Required Role Qualifications

• High School Diploma, Transcripts, or Equivalent
  

Preferred Role Qualifications

• Associate’s Degree in Technology, Computer Engineering, Computer Sciences, or related field

• Two years of experience working within a healthcare setting

Required Skills

• 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