IT Support Technician

IT Support TechnicianThe IT Support Technician serves as the first point of contact for incidents and user requests and is responsible for initial diagnosis, resolution, and escalation based on documented processes and procedures. Support hours vary and range from 7am-5pm, Monday through Friday with a weekly on-call rotation M-F after-hours and on weekends. This position is required to be available on-site in the Durham, NC area.Essential Duties and ResponsibilitiesProvides technical support to all AvanceCare and FastMed personnelTriage, resolve, document and close or escalate all support desk ticketsIdentifies and escalates situations requiring urgent attentionImage, configure and set up new user laptops and desktopsProperly maintain IT asset inventoryTroubleshoot client laptops, desktops, printers, and basic network connectivity problemsAdministers and manages all software and hardware to support daily operationsCreates all new Avance Care employee accounts for Active Directory, Exchange Mailboxes, Distribution lists and other back-office systemsActively participates in project and team initiatives as neededCommunicates standards for appropriate use of technology to personnelProvides excellence in customer serviceUnderstand, support, and contribute to the organization’s mission, goals, and valuesOccasional travel is required to locations for troubleshooting, assisting staff with their issues, and project related tasksAdditional Knowledge, Skills and Abilities:Strong analytical and problem-solving abilitiesEffective communication skills: reading, writing, and verbalAble to work with a minimum of supervisionAble to handle problems in a calm and responsive manner.Strong customer services skillsCitrix, Active Directory, and basic networking topologyFamiliarity with Cyber Security best practice and HIPAA compliance.Knowledge of health care industryExpectation of EmployeeAdheres to AvanceCare and FastMed Policy and ProceduresMaintains corporate and patient confidentiality through adherence to HIPAA, HITECH and other data privacy and security laws, regulations and guidelines.Works as a team playerUses strong attention to detailMaintains a positive, respectful attitude, high team spirit and moraleDemonstrates flexible and efficient time management and ability to prioritize workloadConsistently reports to work on time for schedule shift, prepared to perform duties of positionAmericans with Disabilities SpecificationsPhysical Demands:The physical demands and work environment characteristics described here are representative of those that must be met by a team member to successfully perform the essential functions.While working the essential functions of this job, the employee is occasionally required to stand, walk, sit, lift, carry use hand to handle or feel objects, tools or controls, reach with hands and arms, climb stairs, balance, stoop, knee, crouch or crawl, talk, hear and lift and/or move up to 40 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.Work Environment:The duties of this job require the availability of working every weekday for a minimum of eight hours. As well as periodic on-call responsibilities. While performing the essential functions of the job the employee may be in office or work remotely dependent upon the company and/or department’s policies. This position will require the staff member to travel to multiple AvanceCare and FastMed locations as the need arises along with the possession of a valid driver’s license and reliable transportation.