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About the Role
Deliver in-person and virtual technical support for IT endpoints, operating systems, and software. Answer incoming calls, create tickets, and resolve issues efficiently while maintaining high user satisfaction and adhering to cybersecurity policies.
Responsibilities
- Deliver in-person and virtual technical support for IT endpoints, operating systems, and software within Scope of Work.
- Answer incoming calls during scheduled phone shifts, creating ticket records and achieving first-call resolution wherever possible.
- Authenticate callers per internal verification guidelines before accessing or changing sensitive information.
- Triage incoming incidents by urgency and impact, gathering additional information from users when needed.
- Acknowledge, update and resolve tickets within timeframes defined by the Service Level Agreement (SLA), following the escalation policy for issues outside scope.
- Conduct rounds of critical areas on a rotating schedule, proactively engaging unit staff to identify unreported issues or inefficiencies.
- Perform proactive work, such as identifying recurring issues, aging equipment, and configuration gaps.
- Participate in departmental projects, including equipment deployments, refreshes and software rollouts.
- Participate in the on-call schedule, providing after-hours emergency technical support and documenting all on-call work in the ticketing system.
- Provide accurate, complete and thorough documentation for all incidents, and contribute to knowledge base articles.
- Contribute to high user satisfaction through courteous, professional and responsive customer service.
- Adhere to and enforce organizational cybersecurity policies per Scope of Work.
- Safeguard protected health information (PHI) in accordance with HIPAA privacy and security requirements.
- Collaborate with and support fellow technicians as a team member.
- Uphold Samaritan's HEART Values in all interactions with users, colleagues and leadership.
- Perform other duties as assigned in support of departmental and organizational objectives.
Requirements
- CompTIA A+ certification OR Associates in Information Technology (or a related field).
- Minimum of 1 year prior IT support experience.
- Working knowledge of Windows, PC hardware, peripherals and common business software required.
- Familiarity with enterprise IT tools, such as Active Directory, Microsoft 365, endpoint management systems and ticketing systems, strongly preferred.
- Strong communication, organization, and customer service skills.
- Ability to work independently and manage time effectively.
- Ability to work a scheduled rotation between phone and deskside support.
- Availability for paid after-hours on-call work (rotated weekly).
- Occasional lifting of up to 50 lbs.
Location
- Samaritan Medical Center
Work Type
- 8 Hours Day Shift
- 80 Position Hours
Experience Level
- Minimum of 1 year prior IT support experience
Education Level
- CompTIA A+ certification
- Associates in Information Technology (or a related field)
Salary/Compensations
- 21.46 - 27.90
About the Company
- Care for our community, and your career.
Equal Opportunity
- Samaritan is an Affirmative Action/Equal Opportunity Employer. Women, Minorities, Disabled, and Veterans are encouraged to apply.