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IT Technician I in Colorado Springs, CO at SNI Technology

Date Posted: 5/15/2022

Job Snapshot

Job Description

Job Summary: Primary daily responsibilities include: managing technical desktop support incidents and provide functional support and assistance to a professional user base. Follow specific processes and guidelines to ensure that tasks are completed consistently and efficiently. Has excellent technical writing and oral communication skills. Has excellent interpersonal and customer service skills with technical and non-technical customers. The IT Technician I position, and job function is a value-added service requiring commitment to the organization's Core Values.

Essential Duties and Responsibilities
• Provides telephone support for incoming calls to the Service Desk call queue
• Provides remote phone support using remote desktop tools
• Demonstrates knowledge of PC hardware, software, components and basic troubleshooting, Windows networking, DNS, TCP/IP, Active Directory system administration tasks, and mobile devices
• Creates and manages Active Directory logon and email accounts, as well as third party medical staff related accounts.
• Receives and responds to user inquiries, and requests, email, case tracking system professionally and with speed, accuracy and proficiency
• Troubleshoots and resolves problems to satisfy requests.
• Logs all incoming requests in the incident tracking system and document all actions, to include all follow up conversations, troubleshooting steps, and resolution
• Correctly refer unresolved problems to second level support technicians and/or groups when the situation requires.
• Improves knowledge of, and ability to operate, all technical support tools and technologies
• Assists with administration and configuration of mobile devices.
• Participates in the "On Call" rotation to provide afterhours support
• Participates in projects and initiatives as directed by the Service Desk Manager.
• Maintains a current working knowledge of IT trends and technology. Microsoft Windows server OS’s; knowledge of network technology to include hardware, cabling, protocols, and integration of systems into a Microsoft Windows network environment. Technical writing and oral communication skills. Has good interpersonal and customer service skills with technical and non-technical customers is also able to work in a team environment.
• Strong Analytical, troubleshooting and problem-solving skills
• Ability to deal with multiple priorities in a fast-paced environment a must
• Ability to frequently travel inside and outside of the Colorado Springs area.
• Promotes and demonstrates the mission, vision, and Core Values of the organization.
• Develops and maintains good working relationships with all departments, the management team, medical staff, and leadership.
• Embraces cultural diversity amongst ourselves and our community.
• Responsible for the human, financial, and material resources as well as data and information entrusted to us.
• Strives to deliver the best outcomes and highest quality service.
• Employee demonstrates knowledge of and adherence to the Compliance Plan and conflict of interest requirements.
• The employee enhances the effectiveness; efficiency and productivity of the department by contributing to, and participating in, departmental performance improvement goals.
• Other duties as assigned

Supervision Exercised: None

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Spanish bilingual preferred.

Education/Experience:
Education: High school diploma or equivalent experience.

Work Experience: 1 to 3 years IT support experience on a corporate Service Desk, or in another technical support role is required

Computer Skills: Advanced – ability to access the intra/internet to manage timecard, review policies and procedures, and read company communications; use word processing programs; use e-mail to communicate with co-workers, leadership, and other departments; produce very large, complex formal documents that require a table of contents, footnotes, endnotes, bookmarks, and other special elements. use and create a wide range of graphic effects and has full mastery of Macro commands; automate some operations, manage Macro commands, and create MS Excel applications; customize templates and the PowerPoint environment, and to make a presentation interactive by using hyperlinks and action buttons

Certificates and Licenses:
Windows 10 Certification or any other IT related Certifications are desired

Work Environment:
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.
OSHA risk level/work environmental hazards: This position has been categorized as OSHA Level Three.

The noise level in the work environment is usually quiet.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee must occasionally lift and/or move up to 50 pounds. While performing the duties of this job, the employee is frequently required to sit. The employee is occasionally required to stand and walk.