it technician Kalamazoo, MI
Kalamazoo Family Health Center
Full Time
Kalamazoo, MI
54550 - 37558 USD ANNUAL Today
Job description
JOB TITLE: IT Technician
DEPARTMENT: IT
REPORTS TO: Director of Information Technology
FLSA STATUS: Non Exempt
LOCATION: Paterson, Alcott
POSITION SUMMARY:
The IT Technician is responsible for end user support and technical assistance to customers who are using software, hardware, or other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests, and works under the direction of the Director of IT regarding administration and maintenance of FHC’s computer systems including but not limited to, IT Infrastructure (workstations, server, peripherals and network) and equipment, cybersecurity systems, phone and badge systems, security camera system, intranet, pharmacy system and electronic health record systems.
DUTIES AND RESPONSIBILITIES:
- Respond to tickets via approved communication tool while providing technical assistance for questions and problems from the customer.
- Training other staff members on troubleshooting and diagnosing problems.
- Writing, editing, and revising training manuals for new and updated software and hardware.
- Diagnosing system errors and other issues.
- Following up with customers to ensure full resolution of issues.
- Installing or changing software for new hardware or to fix issues.
- Maintain user PCs and computer network systems, including upgrades and configurations as needed.
- Assist with onboarding of new users as needed.
- Ability to analyze common complaints and problems.
- Other duties as assigned.
COMPETENCIES:
Collaborative
- Displays willingness to make decisions, resolve conflict and delegate work assignments in a timely manner
- Adapts to change, takes responsibility for own actions to advance team goals
- Speaks and writes clearly and persuasively in formal and informal presentations
- Actively participates in meetings and uses listening skills to keep an open mind
- Solicits input from appropriate stakeholders, explains reasoning for decisions and uses strong interpersonal skills to communicate and influence others
- Gives recognition to others for results
Solid Character
- Balances team and individual responsibilities while assessing own strengths and weaknesses
- Exhibits objectivity and openness to others’ views
- Welcomes feedback, builds positive team spirit, supports all team members
- Develops alternative solutions, supports and share expertise with other team members while building positive morale
- Demonstrates knowledge of company policies and treats people with respect
- Works ethically and with integrity, upholds organizational values
- Keeps commitments, shows respect and sensitivity for cultural differences
- Educates others on the value of diversity, promotes a positive work environment where all feel free to contribute
Organizational Support
- Completes administrative task correctly and on time, and develops strategies to achieve organizational goals and values
- Supports affirmative action and respect diversity, understands organization’s strengths and weaknesses, analyzes market and competition, and identifies external threats and opportunities while adapting strategy to changing conditions
- Prioritizes and plans work activities while understanding business implications of decisions
- Demonstrates accuracy and thoroughness within approved budget and displays original thinking and creativity
- Displays knowledge of market and competition that aligns with strategic goals
- Meets challenges with resourcefulness, generates suggestions for improving work, develops innovative approaches and ideas
Leadership
- Displays passion and optimism while exhibiting confidence in self and others
- Inspires respect and trust while motivating others to perform well and influencing actions and opinions of others
- Coordinates projects, develops workable implementation plans, includes staff in planning, decision-making, and process improvement
- Communicates and completes changes and progress of projects on time and on budget while managing project team activities to overcome resistance
- Makes self-available to staff, provides regular performance feedback
- Develops individual team member skills and encourages growth
Safety and Security
- Promotes safety precautions and security measures to ensure the safety of both staff and patients
- Adheres to data security guidelines, including appropriate use of EMR systems and IT resources
TYPICAL WORKING CONDITIONS:
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The noise level in the work environment is usually moderate.
TYPICAL PHYSICAL DEMANDS:
- While performing the duties of this Job, the employee is regularly required to talk or hear.
- The employee is frequently required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.
- Specific vision abilities required by this job include close vision, peripheral vision and ability to adjust focus.
QUALIFICATIONS:
- Complete awareness of computer systems, PC repair, and network management.
- Solid technical skills, excellent analytical and problem-solving skills.
- Ability to take Tier 1 tickets and solve with ease.
- Strong written and verbal communication skills.
- Strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks, stakeholders, budget, and time.
- Interpersonal and organization skills.
EDUCATION/EXPERIENCE/CERTIFICATIONS/LICENSES:
- Bachelor's degree in Computer Science or Information Management Systems is required.
- Familiar with Active Directory, Group Policy, Azure, SQL Server and Exchange 365.
- Experience of one to two years is preferred.
- Experience in support desk and desk side is preferred.
Family Health Center has the right to modify the duties and functions of the job description based on the needs of the organization.
Kalamazoo Family Health Center
www.fhckzoo.com
Kalamazoo, MI
Denise Crawford
$25 to $100 million (USD)
51 to 200 Employees
Nonprofit Organization
Health Care Services & Hospitals
