IT Technician

About the role

Reports to: Information Technology Diretor FLSA Classification: Full-time, Hourly, Non-Exempt: Salary range $26.62 to $36.18 / hour. Essential Functions Provide Tier 1 technical support to end users via phone, email, remote support tools, or in-person communication. Diagnose and resolve desktop, laptop, thin client, hardware, software, printing, and basic network connectivity issues. Install, configure, deploy, replace, and maintain computers, monitors, printers, scanners, peripherals, and approved software applications. Assist with user accounts, passwords, permissions, profiles, Microsoft 365, Active Directory, shared resources, and multi-factor authentication within assigned authority. Provide first-level technical support for healthcare applications, including MEDITECH Expanse, Athenahealth, and other clinical and business applications used by PMC. Support VMware Horizon/VDI endpoint connectivity and user-access troubleshooting and escalate advanced issues as appropriate. Troubleshoot basic wired and wireless network connectivity and escalate server, firewall, storage, switching, or other infrastructure issues to appropriate IT staff. Support hospital telephone, fax, paging, audiovisual, conferencing, and other communication technologies as assigned. Monitor and respond to IT service tickets; accurately document troubleshooting, resolution, and escalation activities. Escalate complex incidents to Tier 2, Network/System Administration, Clinical Informatics, IT leadership, or vendors as appropriate. Assist with hardware and software inventory, asset tracking, equipment lifecycle management, and workstation replacement projects. Assist with technology deployments, upgrades, maintenance activities, system testing, and organizational IT projects. Follow PMC cybersecurity policies and promptly report suspected malware, phishing, unauthorized access, or other security incidents. Maintain confidentiality and comply with HIPAA, organizational privacy and security policies, and applicable healthcare regulatory requirements. Create and maintain technical documentation and knowledge-base articles. Provide professional, timely, and courteous technical support to clinical, administrative, and operational staff. Participate in after-hours maintenance, upgrades, implementations, or emergency support when required. Other duties as assigned. Education and Experience Associate degree in Information Technology, Computer Science, Information Systems, or related field preferred. Relevant technical training, certifications, or equivalent experience may substitute for formal education. One to three years of IT support, desktop support, helpdesk, or related technical experience preferred; healthcare IT experience strongly preferred. Working knowledge of Windows operating systems, Microsoft 365, Active Directory, computer hardware, printers and peripherals, basic TCP/IP networking, wireless connectivity, and remote support tools. Experience supporting MEDITECH Expanse and/or Athenahealth is preferred. CompTIA A+, Network+, Microsoft fundamentals/endpoint certifications, or comparable technical certifications preferred. 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 The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing this job, the employee: Must be able to remain in a stationary position 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. ​​​​​​​ Pioneers Medical Center is committed to diversity inclusion, equal treatment, and opportunity in all aspects of recruitment, selection, and employment without regard to race, color, religion, national origin, ethnicity, age, sex, marital status, physical or mental disability, gender identity, sexual orientation, veteran or military status, or any other category protected under the law. As an equal opportunity employer, Pioneers Medical Center will not limit or segregate employees in any way which would tend to deprive them of employment opportunities/promotions, or affect the status of their employment because of race, creed, color, sex, sexual orientation, gender identity, gender expression, marital status, national origin, age, disability, ancestry, or veteran status. ​​​​