It Support Technician

Essential Duties and Responsibilities:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

• Assist with Tier 1 problem resolutions
• Review open trouble tickets, gather additional information, update tickets with current information, and resolve.
• Research and solve unfamiliar technical issues and produce documentation based upon problem resolution to be added to the knowledge base
• Install end user hardware and PC software
• Setup and on-board new users in Azure AD/Microsoft 365.
• Stay current with knowledge of related technologies, designs, methods, and trends
• Participate in on-call schedule and provides after-hours support as needed
• Assist with Engage/tablet support
• Assist in support of HMP remote branches. Travel may be required.
• Other responsibilities and projects as assigned

Preferred Knowledge, Skills, and Qualifications:

• High school diploma or equivalent
• Foundation in software, hardware, and network processes and support
• Experience supporting various OS including Windows 10, 11, and Mac OS
• Outstanding interpersonal skills with a focus on helping others
• Computer Skills - Diagnoses and fixes computer hardware and driver-related problems (ex: malfunctioning hard drives, network cards, power supplies, and video cards and other subsystems/components).
• Entry level IT certifications or equivalent experience preferred.

Access to Protected Health Information (PHI)

• This position will require the employee to handle Protected Health Information (PHI) for duties related to document and report preparation. Policies and procedures will be strictly adhered to make sure PHI is protected as required by the HIPAA Privacy Rule.

Working Conditions

• This position will be in an office environment and field based.

You will be expected to work during normal business hours, which are Monday through Friday, 8:00 a.m. to 5:00 p.m. Please note this job description is not designed to cover and/or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties and responsibilities may change at any time with or without notice.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)