IT Technician I

Job Summary Primary daily responsibilities include phone support for a fast‑paced IT Helpdesk. The employee will provide technical desktop support and functional support to a large medical professional user base. This role requires adherence to established processes and guidelines to ensure consistent, efficient task completion. The position demands strong analytical, troubleshooting, and problem‑solving skills, excellent interpersonal and customer service abilities, and the capacity to manage multiple tasks in a high‑volume environment. Essential Duties and Responsibilities Provide telephone support for incoming calls to the IT Helpdesk call queue. Monitor the IT Helpdesk OMB and ticket queue for user inquiries and respond promptly with accuracy and proficiency per IT Department SLA’s. Use remote desktop tools to provide IT support and problem resolution. Greet walk‑in users with courtesy and professionalism to address all IT needs. Demonstrate basic knowledge and troubleshooting skills for PC hardware & peripherals, PC software, networking (DNS, DHCP, TCP/IP), Active Directory, and mobile devices. Create and manage Active Directory logons and email accounts, and external medical staff and vendor accounts as needed. Log all tasks and user requests in the IT ticketing system; document troubleshooting steps, communications, and resolution details. Utilize available resources (knowledge bases, web documents, coworkers) to troubleshoot more complicated issues. Escalate to next‑level support or transfer to other Peak Vista departments as situations dictate. Use technical writing skills to document new procedures and update knowledge base articles. Participate in the “On Call” rotation to provide after‑hours support. Participate in projects and initiatives as directed by IT leadership. Maintain current working knowledge of IT trends and technology. Develop additional skills (e.g., VM restart/rebuild, disk imaging) and enforce HIPAA privacy and security standards. Promote and demonstrate the mission, vision, and Core Values of Peak Vista. Develop and maintain good relationships with all departments, management, medical staff, and leadership. Embrace cultural diversity within the organization and community. Safeguard human, financial, material resources, and entrusted data and information. Contribute to departmental performance improvement goals. Other duties as assigned. Qualifications Successful candidates will be able to perform all essential duties satisfactorily and demonstrate: Knowledge of and adherence to the compliance plan and conflict‑of‑interest requirements. Strong analytical and problem‑solving skills. Excellent customer‑service and interpersonal skills. Good technical writing skills for documentation. Ability to work independently and as part of a team. Education & Experience Education: High School Diploma or GED required. Bachelor’s degree in computer science or a related field preferred. Experience: Minimum 1 year of IT support experience or a CompTIA certification required. Computer Skills Advanced knowledge of Windows operating systems, Active Directory, Microsoft Office Suite, Internet browsers, and basic understanding of network protocols (TCP/IP, DNS, DHCP). Certificates and Licenses Preferred certifications include Windows 10, CompTIA A+, Network+, Security+, or other relevant IT certifications. Work Environment Typical call‑center environment with occasional lifting of up to 50 pounds and frequent standing, walking, and sitting. EEO Statement Peak Vista Community Health Centers is a drug‑ and alcohol‑free workplace and an Equal Opportunity Employer. Successful candidates must pass a pre‑employment background check. The organization participates in E‑Verify. Bilingual Spanish is a plus but not required. #J-18808-Ljbffr