Address
Form of work
SalaryPurpose:
The technician’s role is to provide support to end-users and to assist with providing technical support to setup and user support. This person will interact with users daily to support end-user technology, including, but not limited to: software, hardware, networking, audio/video, security, and telephone systems. The Technician Support will also provide basic end-user technology training and the support the IT infrastructure team in implementing other infrastructure-related projects.
Responsibilities:
- Day-to-day operation, maintenance and problem resolution for computer systems, equipment, and software
- Work with end users to identify and resolve issues
- Install, configure, test, maintain, monitor, and troubleshoot end user hardware (desktop, laptop, and thin client), telephones and networked peripheral devices
- Install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software
- Perform on-site and remote analysis, diagnosis, and resolution
- Provide excellent, congenial customer service with a positive attitude
- Help desk management, escalations, and ticket management
- Maintenance of asset management system for all end-user computing devices
- Maintain our Office365 environment, including Teams, SharePoint, and Azure AD
- Troubleshooting networking and IT peripherals
- Instruction of end users on basic use of approved hardware/software
- Escalation of issues to, and work together with, third-party vendors and hardware manufacturers
- Maintain consistent, quality documentation
- Periodic off-hours work may be required during maintenance/outage windows
- Other duties as assigned
Required Qualifications:
- Associates degree/Technical Institute training in Computer Science, IT or related field
- 2 years’ experience in a Desktop Support role
- Excellent troubleshooting skills across environment
- Strong verbal and written communication skills
- Strong analytical skills with attention to detail
- Ability to provide positive, congenial customer service
Required Experience:
- Microsoft desktop operating systems including Windows 7/8/10
- Microsoft Office products (Outlook, Word, Excel, PowerPoint) and Office 365
- PC/Printer setup in a network environment
- LAN troubleshooting (TCP/IP, Wireless, DNS, DHCP)
Preferred Experience:
- Active Directory
- Imaging and software deployment
- Microsoft Project and Visio
- Apple iOS (MacBook, iPad, iPhone)
- Android OS
- A+ and N+ certifications are a plus
- Pharmacy or Healthcare knowledge
- Previous telephone system support knowledge
- Windows Server 2016+ knowledge
- Networking knowledge
- IT security knowledge
- Office 365 experience
Work Environment
This job operates in a professional office environment and teleworking from the employee’s home address listed in their employment file. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. When telecommuting employees must have reliable internet access in order to access required systems and software associated with the position's responsibilities. The amount of time the employee is expected to work per day or pay period will not change as a result of participation in the teleworking program. Employees are responsible for the set-up of their home office environment, including physical set-up, internet connection, phone line, electricity, good lighting, comfortable temperature, furniture, etc. Employee’s teleworking space should be separate and distinct from their “home space” and allow for privacy. RareMed-PSC expects employees teleworking to be as efficient and professional as if they were in the office. The amount of time spent in office or teleworking is contingent upon the needs/priorities of RareMed-PSC and will vary based on those needs/priorities.
Physical Demands
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function of the job.
Signed and accepted by below employee:
Employee:
Employee Name: _________________________
Employee Signature: ______________________
Date: ________________
