DESKTOP SUPPORT TECHNICIAN at Samaritan Health Services, Samaritan Medical Center
DESKTOP SUPPORT TECHNICIAN at Samaritan Health Services in Samaritan Medical Center. Full-time. $21.46 to $27.9 an hour. Apply with swipeandhired.
Department:
01.8621 SMC INFORMATION SERVICE Pay Range:
21.46 - 27.90 Care for our community, and your career.
Job Description
- Deliver in-person and virtual technical support for IT endpoints, operating systems, and software within Scope of Work.
- Answer incoming calls during scheduled phone shifts, creating ticket records and achieving first-call resolution wherever possible.
- Authenticate callers per internal verification guidelines before accessing or changing sensitive information.
- Triage incoming incidents by urgency and impact, gathering additional information from users when needed.
- Acknowledge, update and resolve tickets within timeframes defined by the Service Level Agreement (SLA), following the escalation policy for issues outside scope.
- Conduct rounds of critical areas on a rotating schedule, proactively engaging unit staff to identify unreported issues or inefficiencies.
- Perform proactive work, such as identifying recurring issues, aging equipment, and configuration gaps.
- Participate in departmental projects, including equipment deployments, refreshes and software rollouts.
- Participate in the on-call schedule, providing after-hours emergency technical support and documenting all on-call work in the ticketing system.
- Provide accurate, complete and thorough documentation for all incidents, and contribute to knowledge base articles.
- Contribute to high user satisfaction through courteous, professional and responsive customer service.
- Adhere to and enforce organizational cybersecurity policies per Scope of Work.
- Safeguard protected health information (PHI) in accordance with HIPAA privacy and security requirements.
- Collaborate with and support fellow technicians as a team member.
- Uphold Samaritan's HEART Values in all interactions with users, colleagues and leadership.
- Perform other duties as assigned in support of departmental and organizational objectives.
Job Requirements
- CompTIA A+ certification OR Associates in Information Technology (or a related field).
- Minimum of 1 year prior IT support experience.
- Working knowledge of Windows, PC hardware, peripherals and common business software required.
- Familiarity with enterprise IT tools, such as Active Directory, Microsoft 365, endpoint management systems and ticketing systems, strongly preferred.
- Strong communication, organization, and customer service skills.
- Ability to work independently and manage time effectively.
- Ability to work a scheduled rotation between phone and deskside support.
- Availability for paid after-hours on-call work (rotated weekly).
- Occasional lifting of up to 50 lbs.
Work Shift:
FLSA7DAY- 8 Hours Day Shift (United States of America) Position Hours:
80
Samaritan is an Affirmative Action/Equal Opportunity Employer. Women, Minorities, Disabled, and Veterans are encouraged to apply.