IT Support Technician I

Description

Position Summary

The IT Support Technician I provides first-line technical support to North Star Health employees. This position is responsible for assisting users with common hardware, software, printing, phone, and basic connectivity issues. The technician works closely with the IT Support Specialist to resolve incidents, fulfill service requests, and ensure a high level of customer service throughout the organization.

This entry-level role serves as a foundation for growth within the Information Technology department and provides hands-on experience supporting clinical and business systems, workstations, mobile devices, telecommunication systems, and Microsoft 365 technologies.

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Essential Duties and Responsibilities

End User Support

• Serve as the first point of contact for basic IT support requests.
• Respond to service tickets, phone calls, emails, and walk-up support requests.
• Assist users with password resets and account-related issues.
• Troubleshoot workstation, laptop, printer, scanner, and peripheral issues.
• Install and configure computer hardware and accessories.
• Provide basic support for Microsoft 365 applications including Outlook, Teams, Word, Excel, and OneDrive.
• Assist users with basic mobile device setup and troubleshooting.
• Document issues and resolutions within the ticketing system.

Deskside and Remote Support

• Travel between organization locations to provide onsite support when needed.
• Set up and deploy new desktops, laptops, monitors, printers, and phones.
• Assist with workstation moves, additions, and changes.
• Help maintain conference room technology and meeting equipment.

Hardware and Inventory Management

• Receive, inventory, and prepare computer equipment for deployment.
• Track IT assets in the inventory management system.
• Assist with equipment replacement and recycling programs.
• Maintain stock levels of commonly used peripherals and supplies.

User Onboarding and Offboarding

• Assist with preparing equipment for new employees.
• Support user account setup activities as directed.
• Collect and process equipment during employee terminations.
• Ensure assigned hardware is accurately tracked.

Escalation and Team Collaboration

• Escalate complex issues to the IT Support Specialist or other IT staff as appropriate.
• Work collaboratively with system administrators, application specialists, and vendors.
• Communicate clearly and professionally with users regarding issue status and resolution timelines.
• Participate in departmental meetings and training activities.

Security and Compliance

• Follow all IT security, HIPAA, and organizational policies.
• Report suspected security incidents or suspicious activity immediately.
• Support secure handling of devices containing Protected Health Information (PHI).
• Maintain confidentiality of patient and organizational information.

Requirements

Minimum Qualifications

Education

• High School Diploma or equivalent required.
• Associate degree in Information Technology, Computer Science, or related field preferred.

Experience

• Previous customer service experience preferred.
• Previous technical support experience preferred but not required.
• Internship, educational lab, or volunteer technology experience may be substituted for professional experience.

Certifications (Preferred)

• CompTIA A+
• Microsoft Fundamentals certifications
• Equivalent entry-level technical certifications

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Knowledge, Skills, and Abilities

• Strong customer service orientation.
• Ability to communicate effectively with technical and non-technical users.
• Basic understanding of: 
• Windows workstations
• Microsoft 365
• Printers and scanners
• Mobile devices
• Computer hardware components
• Basic networking concepts
• Ability to follow written procedures and documentation.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple tasks in a fast-paced healthcare environment.
• Willingness to learn new technologies and procedures.

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Working Conditions

• Work performed in office, clinical, and remote healthcare environments.
• Travel between organizational locations may be required.
• Occasional lifting of computer equipment up to 40 pounds.
• Frequent sitting, standing, walking, and computer usage.
• May participate in after-hours deployment or upgrade activities as needed.