IT Helpdesk Technician

Report To : IT Director


FLSA Classification: Full-Time, Non-exempt, Hourly $24.00- $35.36

Essential Functions:

- Provide first-level technical support to end users via phone, email, or in-person communication.
- Diagnose and resolve hardware, software, and network-related issues.
- Install, configure, and update software applications and operating systems.
- Assist in setting up and maintaining user accounts, permissions, and profiles.
- Troubleshoot and resolve issues related to printers, scanners, and other peripheral devices.
- Collaborate with other IT professionals to escalate and resolve complex technical problems.
- Keep accurate records of all helpdesk tickets, interactions, and resolutions.
- Communicate technical information in non-technical terms to end users.
- Provide training and guidance to end users on software and hardware usage.
- Stay updated on emerging technologies and industry best practices.
- Communicate clearly and professionally with PMC staff, including physicians, nurses, and other healthcare professionals.
- Other duties as assigned.

Education and Experience:

- Degree, certifications, or equivalent experience in Computer Technology field.
- Overall knowledge of network protocols such as IPX/SPX and TCP/IP
- Familiarity with firewalls, switches, routers, and other network hardware.
- Knowledge of Windows server and other Windows operating systems

Skills and Expectations:

- Kind and professional demeanor.
- Professional and well-groomed appearance at all times.
- Communicate positively and effectively, both written and verbally, with patients, family, and staff.
- Demonstrate effective organizational skills in an evolving environment.
- Work with honesty, compassion and integrity at all times.
- Understand and adhere to the scope of service for the department and this position.
- Understand and adhere to all of PMC's policies and procedures.
- Understand and adhere to PMC's Code of Conduct.
- Adhere to the strictest confidentiality and HIPAA regulations.
- Demonstrate a commitment to building and sustaining a diverse, inclusive, and equitable working environment.
- Ability to remain calm and efficient in emergency situations.
- Demonstrate strong problem-solving skills.
- Demonstrate strong emotional intelligence.

Physical Requirements:

- Must be able to remain in a stationary positon 50% of the time.
- Must be able to move and traverse about the facility 50% of the time.
- Frequently transport objects weighing up to 50lbs
- Occasionally position objects weighing up to 100lbs.
- Must be able to communicate and exchange information in a way others will understand.
- Must be able to recognize details such as color and depth within a few feet of the observer.
- Frequently operates computers, machinery, and other healthcare equipment.
- Constantly positions self to complete essential functions.
- May be required to wear N95s or PAPRs throughout the shift

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.