IT SERVICE TECHNICIAN I

Posted on: 04-12-2024

Description:

Job Description:

Description

US:NV:Carson City Information Technology

Full Time Day Shift

About Carson Tahoe Health

CTH is a not-for-profit healthcare system with 240 licensed acute care beds, fully accredited by the Center for Improvement in Healthcare Quality (CIHQ). CTH was voted 5th most beautiful hospital in the nation nestled among the foothills of the Sierra Nevada in North Carson City and only a short drive away from world-famous Lake Tahoe & Reno. We serve a population of over 250,000 and feature two hospitals, two urgent cares, an emergent care center, outpatient services and a provider network with 19 regional locations.

Summary

Provides first level customer support and service to all CTHS users for hardware and software issues. Supports customers (remotely and in person) in hardware and software troubleshooting, recommends and implements solutions with 5-10 minute resolutions, or refers issues to higher level support staff. Uses the ticketing system to log and document status of all incoming support requests. This position completes account creations, writes and updates Knowledge Base articles, and assists with computer imaging. This position rounds on the nursing floors for minor issues (5-10 minute resolutions), creating tickets and escalating to higher level support when needed.

Responsibilities

• Utilize a service desk ticketing system, knowledge base, and asset management system to keep detailed records of issues and resolutions.
• Ability to demonstrate their strong understanding of computer systems, networks, and software troubleshooting as they provide solutions to end-user support for clinical and non-clinical hardware and software.
• Communicate effectively to convey technical concepts to non-technical staff.
• Support users on site as well as remote, and can effectively communicate over the phone utilizing remote-control tools.
• Provide support for mobile devices, audio-visual equipment, and printers.
• Constantly improve processes and procedures in the IT service workflow to deliver the best customer service possible.
• Perform preventative maintenance on workstations.
• Add and remove users from computerized systems in accordance with established procedures.
• Notify the Director of Information Technology or other management as directed, of system security gaps, violations, or operational system critical issues.
• Maintain current knowledge and skills in emerging desktop support technologies.
• Builds relationships by following up with users after issues have been resolved to ensure continued resolution.
• Maintain the confidential nature of matters pertaining to health information management records, company records, policies, customer lists and any other company information.
• Maintain thorough knowledge of applicable organizational and departmental policies and procedures.
• Professional, customer service oriented attitude with a strong willingness to learn.
• Ability to work on site.
• Engages vendors and other third-parties when necessary for resolving support issues.
• Performs other related duties as assigned.

Qualifications

• Required
• High school diploma or GED.
• One (1) year of experience in IT service desk support or related role. Education in relevant field may be substituted for months of experience on a 1-to-1 basis.
• Minimum of one (1) year of experience using or supporting Microsoft office tools.
• Minimum of one (1) year in a customer service support role.
• Basic knowledge of computer hardware components.
• Preferred
• Customer Service specific to phone support.
• Entry level Information Technology certifications, such as CompTIA A+.
• Associates degree or higher in Information Technology or related field.
• Working knowledge of basic computer networking.
• Experience with supporting printers.
• Experience with VPNs and other remote connectivity methods.
• Experience with remote access support tools such as Beyond Trust or Team Viewer.

Top 5 Reasons to Live in Carson City, Nevada 

• Live, work and play in one of the most beautiful regions in the world
• Enjoy an array of outdoor activities world class skiing, golf, camping, mountain biking, hiking, water skiing, kayaking, hunting and fishing
• Just next door is Beautiful Lake Tahoe
• We are minutes from Reno known as the 'biggest little city in the world' - Fine dining, nightlife, shopping and home to the University of Nevada Reno.
• Family friendly atmosphere with affordable housing & excellent school system

Our Benefits

• No State Income Tax
• Medical, Dental, Vision, FSA, Telehealth
• Paid Time Off, Mental Health, and Volunteer Days
• 100% Vested 401K & Roth with Company Contribution
• Tuition Reimbursement
• Referral Bonuses
• On Site Education & Certification Programs
• Base Wage Increases for Relevant Advanced Degrees
• Free Calm App Subscription

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Company: Carson Tahoe Health

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