IT SUPPORT TECHNICIAN - IN OFFICE

Position Description

Under general supervision, the IT support technician provides technical assistance, training, and support in the use of IT hardware and software, and performs other related duties as required. There are three levels (I, II, and III) within the IT Support Technician class. Each is distinguished by its assigned role, skill and experience level and the amount of training and supervision required for successful performance. The IT Support Technician I is a trainee level. Incumbents are expected to work closely with IT Support Technician II and other IT staff as appropriate to complete responsibilities with supervision. The IT Support Technician II level requires incumbents to be competent in most, if not all, responsibilities. IT Support Technician II incumbents are expected to work independently, requiring little supervision. Advancement to the IT Support Technician II requires either competitive selection through the open recruitment process or successful demonstration of skills at the IT Support Technician I level for at least one or more years. The IT Support Technician III level requires incumbents to either 1) lead an IT staff; or 2) possess and use master-level technical and analytical skills to complete responsibilities on a regular and on-going basis. Advancement from the IT Support Technician II to the IT Support Technician III requires competitive selection through the open recruitment process or successful demonstration of skills at the IT Support Technician II level for at least one or more years

Nevada Health Centers is an employer of choice and offers comprehensive benefits, including but not limited to:

• • Competitive compensation, with annual merit increases
  • Company sponsored PPO medical plan and buy-up option, vision, and dental plans
  • 403(b) retirement plan with employer match
  • Generous time-off policy, and ten (10) paid holidays plus one (1) float holiday
  • Company paid life/AD&D and long-term disability policies

Desired Education or Certifications Criteria

• High School diploma and equivalent and two years of experience in hardware/software support
• At least two years experience in help desk

Responsibilities / Functional Job Description General Duties

• Receive, log, and route user calls for assistance or repair; monitor trouble call/resolution information; follow-up on and report aged calls to ensure timely response.
• Troubleshoot and coordinate resolution to desktop communication problems, networking and remote system connections; troubleshoot software and equipment errors, and coach users in correcting reported problems.
• Inform and train users in equipment and software operation; analyze and make recommendations on response time, training design, user support needs, and customer satisfaction.
• Prepare, maintain and follow technical documentation and procedures; perform preventative maintenance and repair hardware.
• Research, evaluate, test hardware and software products, and systems solutions; install, configure and test hardware and software, prepare reports and proposals for service.
• Carry out security administration by maintaining tables and adding, purging, and migrating users.
• Assist in ensuring data integrity.
• Maintain confidentiality of all information contained in NVHC systems
• Coordinate equipment deliveries, software licensing compliance, inventory, and asset control.
• Consult with users on re-engineering business processes and the use of technology, products, and services; develop and conduct training in operation and use of hardware and software.
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• Maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Travel to health center locations when necessary
• Maintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
• Must develop positive working relationship with teammates and customers
• Follow and suggest updates to department procedures
• Comply with HIPAA, OSHA and other regulatory requirements
• Completion of other assignments made by department leadership

Desired Knowledge, Skills & Abilities Networking and server management experience
Bachelor degree in related field

NVHC’s Equal Employment Opportunity Statement:
Nevada Health Centers will provide equal opportunity employment to all employees and applicants for employment. No person shall be discriminated against in employment because of race, color, gender, age, national origin, ancestry, religion, physical or intellectual disability marital status, parental status, sexual orientation or any other category protected by law.

Americans with Disabilities Act (ADA) Statement:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions . While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employees occasionally required to stand; walk; stoop, kneel, or crouch. The employee must regularly lift and/or move up to 20 pounds.