IT Support Technician

IT Support Technician

The IT Support Technician serves as the first point of contact for incidents and user requests and is responsible for initial diagnosis, resolution, and escalation based on documented processes and procedures. Support hours vary and range from 7am-5pm, Monday through Friday with a weekly on-call rotation M-F after-hours and on weekends. This position is required to be available on-site in the Durham, NC area.

Essential Duties and Responsibilities

• Provides technical support to all AvanceCare and FastMed personnel
• Triage, Resolve, Document and close or escalate all support desk tickets
• Identifies and escalates situations requiring urgent attention
• Image, configure and set up new user laptops and desktops
• Properly maintain IT asset inventory
• Troubleshoot client laptops, desktops, printers, and basic network connectivity problems
• Administers and manages all software and hardware to support daily operations
• Creates all new Avance Care employee accounts for Active Directory, Exchange Mailboxes, Distribution lists and other back-office systems
• Actively participates in project and team initiatives as needed
• Communicates standards for appropriate use of technology to personnel
• Provides excellence in customer service
• Understand, supports, and contributes to the organization’s mission, goals, and values
• Occasional travel is required to locations for troubleshooting, assisting staff with their issues, and project related tasks

Additional Knowledge, Skills and Abilities:

• Strong analytical and problem-solving abilities
• Effective communication skills: reading, writing, and verbal
• Able to work with a minimum of supervision
• Able to handle problems in a calm and responsive manner.
• Strong customer services skills
• Citrix, Active Directory, and basic networking topology
• Familiarity with Cyber Security best practice and HIPAA compliance.
• Knowledge of health care industry

Expectation of Employee

• Adheres to AvanceCare and FastMed Policy and Procedures
• Maintains corporate and patient confidentiality through adherence to HIPAA, HITECH and other data privacy and security laws, regulations and guidelines.
• Works as a team player
• Uses strong attention to detail
• Maintains a positive, respectful attitude, high team spirit and morale
• Demonstrates flexible and efficient time management and ability to prioritize workload
• Consistently reports to work on time for schedule shift, prepared to perform duties of position

Americans with Disabilities Specifications

Physical Demands:

The physical demands and work environment characteristics described here are representative of those that must be met by a team member to successfully perform the essential functions.

While working the essential functions of this job, the employee is occasionally required to stand, walk, sit, lift, carry use hand to handle or feel objects, tools or controls, reach with hands and arms, climb stairs, balance, stoop, knee, crouch or crawl, talk, hear and lift and/or move up to 40 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

The duties of this job require the availability of working every week day for a minimum of eight hours. As well as periodic on-call responsibilities. While performing the essential functions of the job the employee may be in office or work remotely dependent upon the company and/or department’s policies. This position will require the staff member to travel to multiple AvanceCare and FastMed locations as the need arises along with the possession of a valid driver’s license and reliable transportation.