Information Technology Support Technician

The Lead Information Technology Support Technician supports the effective, efficient, and secure operations of all Information Technology systems within Charles Drew Health Center, Inc. The Lead Technician serves as the primary help desk and secondary systems administrator for all Charles Drew Health Center, Inc. activities.

Duties and Responsibilities

• Customer Services and Training
  • Provide staff, patients, guests, and contractors with top quality, consistently available computer service, support, and training.
  • Respond to the support requests over the telephone, email, ticketing system, in person, and via remote control software.
  • Document all support requests and IT System changes into the IT Service Desk system.
  • Communicate problems both verbally and in writing to staff and management and make recommendation for change.
  • Assist in the diagnosis, documentation and resolution of software related errors. Follow up post-resolution with end userse to ensure their problems have been resolved.
• Ongoing Administration and Maintenance
  • Act as a senior-level escalation point person onsite
  • Receive assets, maintain inventory and perform regular audits.
  • Provide support for and assist in the implementation of large-scale projects.
  • Participate in an on-call support rotation alongside other local technicians.
  • Work with local facilities and third-party vendors to support IT and infrastructure system
  • Assist with onboarding & off-boarding practices for employees
  • Provide support and maintain security of IT systems including virus definitions, operating system patches, application patches, access control lists, and physical device security in accordance to business needs and industry best-practices regarding privacy, security, and regulatory compliance.
  • Setup and maintain user accounts, email addresses, and access to network resources.
  • Coordinate and support needs for IT resources for training sessions, online meetings, and video chat as necessary when requested by department leaders.
  • Deploy endpoint devices as necessary and make requests to procure new equipment when appropriate.
  • Build and maintain operating system images using Windows Deployment Server.
  • Ensure staff has sufficient supplies to perform daily job duties such as charged batteries for mobile devices, AC adapters, digital phones, and printers.
• Additional Job Duties
  • Research and assist with the preparation of technical and administrative reports or documents which include ROI analysis, implementation plans, training documents, audit reports, PDSA reports, risk assessments, and other reports or documents as needed.
  • Act as a liaison between hardware and software suppliers and management for informational updates and problem resolution.

• Associates Degree (preferably in Computer Science) and/or at least 2 years of equivalent work experience in all phases of computer operations required.
• Experience using the OSI Model for troubleshooting preferred
• Experience using Operating System Deployment using Microsoft MDT or WDS preferred
• Experience administering Active Directory and Group Policies preferred
• Experience with Help Desk or Desktop support preferred
• Experience with Microsoft Exchange preferred
• Hours of Work:  Expect to work 40 hour a week minimum.
• Travel:  Local travel required.
• Exposure:  The exposure characteristics described here are representative of those an employee encounters while performing the essential functions of this position.  For example, while performing the essential functions of this job, the employee is rarely exposed to fumes or airborne particles and toxic or caustic chemicals.  Additionally, the employee may occasionally be exposed to bloodborne and other hazardous chemicals.  Finally, the noise level in the work environment is rarely loud.  In all cases personal protective equipment will be provided to the employee in combination with adequate ventilation and other engineering controls to minimize the risk of exposure or other hazardous occurrence.
• Physical: Reasonable accommodation may be made to enable individuals with special challenges to perform these essential functions.