IT Technician - Intermediate

Job Description

The IT Technician is responsible for providing enterprise-level technical support to Valley Health customers/vendors to include installing, configuring, troubleshooting hardware and software.

Support may be provided in person, by phone, by email, or by remote desktop access.

Installing, configuring, and management of hardware to include required peripheral devices.

Installing and configuring software according to specifications.

Proactively involved in maintaining and upgrading hardware and software to ensure optimal workstation performance.

Collaborating with users with targeted questions to quickly understand the root of the problem.

Following standard procedures for proper escalation of unresolved issues to the appropriate internal IT Teams.

Able to prioritize and manage open incidents/requests and take ownership seeing through to resolution, in accordance with established Service Level Agreements (SLAs).

Ensure all incidents/requests resolutions are properly logged and documented in the ticket management system.

Provides prompt and accurate feedback to the customer and follow-up to ensure their IT systems are fully functional following installations/troubleshooting.

Properly and accurately manages asset deployment and decommissioning with accurate documentation maintained within the asset management system.

Provides training/support to users on the use of deployed hardware and software.

Maintains a clean and organized work environment.

Education: High School Diploma or GED required. Post-Secondary Technical Training required.

Experience: 3-5 years multi-platform, multi-application environment experience with several hundred network nodes preferred.

Certification & Licensures: Valid driver's license and clean driving record required. Dell Certification (desktop/laptops) required or obtained within six months of hire/transfer. CompTIA A+, CompTIA Network+, or Comparable Technical Certification required or obtained within six months of hire/transfer. **College degree in computer science or related field may be accepted in lieu of technical certification at the approval of the department Senior Director.

Qualifications: Customer service oriented with excellent communication skills. Ability to learn new technology and skills quickly and apply efficiently. Self-motivated. Working knowledge of Microsoft and Apple operating systems and software integration within these operating systems, preferred. Working knowledge of Microsoft Office, Active Directory, Microsoft Exchange, Anti-Virus software, Infobloc, Patch Manager, AnyConnect, Bomgar, and Ground Control, preferred. Ability to research, diagnose, troubleshoot, and resolve assigned incidents/requests in an efficient and timely manner. Ability to work under pressure and maintain professional composure. Ability to communicate with users regardless of their computer skills. Possess good organizational and time-management skills. Ability to work independently and in a team environment.

FLSA Classification: Non-exempt

Physical Demands: 6 A Customer Service

Benefits: At Valley Health, we believe everyone is a caregiver, and our goal is to create an environment where our caregivers thrive physically, financially, and emotionally. In addition to a competitive salary, our most popular benefits for full-time employees include:

• A Zero-Deductible Health Plan
• Dental and vision insurance
• Generous Paid Time Off
• Tuition Assistance
• Retirement Savings Match
• A Robust Employee Assistance Program to help with many aspects of emotional wellbeing
• Membership to Healthy U: An Incentive-Based Wellness Program

Valley Health also offers a health savings account & flexible spending account for childcare, life insurance, short-term and long-term disability, and professional development. In addition, several perks come with working for the largest employer in the region, such as discounts to on-campus dining, and more.