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Job Title: IT Support Technician

Department: Information Technology (IT)

Reports To: IT Director

FLSA Status: Non-Exempt

Hours: 40/weeks

Shift: Days

Job Type: Full-time

The IT Support Technician provides first-level support for hardware, software, printing, networking, telephony, and other peripheral devices. Assists with asset management from receipt to decommissioning, as well as configuring and deploying computers and other electronic devices or systems throughout the organization. Manages IT Support tickets via phone, email, and through our ticket system. This position is deemed safety-sensitive and will adhere to all policies associated with this designation. The duties listed below are intended only as illustrations of the various types of work performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to this job.

• Troubleshoot technical issues
• Oversee the daily performance of computer systems
• Assists with Asset Management and device lifecycle tasks
• Assist in the development of training materials and procedures
• Assist the IT Department with end-user technical support & training
• Maintain confidentiality by protecting sensitive, proprietary, or confidential information. Adhere to HIPAA privacy and security requirements
• Protects patients and employees by adhering infection-control policies and protocols
• Must wear Personal Protective Equipment (PPE) as required to maintain Infection Control Standards as set by the facility
• Performs other related duties as assigned

• Knowledge of modern Windows computers and their hardware & software components
• Knowledge of software installation/uninstallation processes
• Knowledge of hardware (including peripherals) installation & removal processes
• Basic knowledge of telecommunications systems
• Ability to communicate technical concepts to technical and non-technical audiences
• A service-minded work ethic with a drive to meet needs and a positive, upbeat attitude when encountering ambiguity and change
• Ability to interact effectively with people who have widely differing backgrounds
• Excellent oral and written communication skills in English
• Excellent interpersonal and conflict resolution skills
• Excellent organizational skills and attention to detail
• Excellent time management skills with the ability to manage multiple projects at a time
• Strong analytical and problem-solving skills
• Ability to prioritize tasks
• Ability to act with integrity, professionalism, and confidentiality
• Proficiency with or the ability to quickly learn the organization's medical equipment and other technologies
• Proficiency with or the ability to quickly learn other software as applicable
• Proficiency in faxing, emailing, and Google Workspace (or similar)
• Must be able to hear and understand spoken information, alarms, needs, and issues quickly and accurately, particularly during emergencies

• Must have a High School Diploma or GED equivalent
• A minimum of 1-2 years of experience in diagnosing computer hardware and software issues
• Familiarity with the Windows Desktop environment and Standard PC peripherals
• Preferred, but not required: Familiarity with the design, configuration, and maintenance of modern switched computer networks

• Regular and predictable attendance
• Regularly required to sit, bend, stoop, and stretch
• Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment
• Requires a normal range of hearing and eyesight to record, prepare, and communicate appropriate reports
• Frequently able to lift/carry up to 50-100 pounds
• This job's specific vision abilities include seeing and reading small print and colored wiring
• Prolonged periods sitting at a desk and working on a computer
• Must be able to access and navigate throughout the department within the organization's facilities
• Manual dexterity of hands and fingers to manipulate complex and delicate equipment with precision and accuracy. This includes frequent computer use and typing, accessing necessary information, emailing, and other similar tasks

• FCMC operates 24 hours a day, every day of the year. The operational needs of departments may require you to be available to work all shifts, including weekends and holidays, to meet the needs of patients.
• Potential exposure to blood, body tissue, fluids, contagious diseases, and hazardous waste.
• Occasional exposure to bodily injury, loud/unpleasant noise, unpleasant odor, and emotional or physical stress.
• May be required to work day or night in a confined environment or in varying temperatures.
• May work in close proximity to moving mechanical parts and are occasionally exposed to electrical shock.
• May be required to travel to other facilities to obtain training/certification as necessary.