The Technology Support Technician is a team member of the Information Technology department, participating in the day-to-day operations of the office. The Technology Support Tech, performs general maintenance tasks, troubleshoots and repairs hardware and peripheral equipment located throughout the organization. This individual must be capable of making decisions regarding the urgency and or seriousness of calls and serve as a liaison between the technical staff of the department and the department's wide variety of customers. Depending on operations, business or project needs, the Technology Support Tech may be asked to perform duties outside what is defined in the job description on a temporary basis.
Education:
High School Diploma or GED
Experience:
Three years of related experience. Requires working knowledge of specialized practices, equipment, and procedures.
Licenses and Certifications:
Driver's License
Qualifications:
High school diploma required and 3 years of related experience. 2 years with degree.
2+ years of experience in the medical environment considered a plus.
Neat, pleasant demeanor, confident personality.
Organized, accurate, good knowledge of English grammar and spelling.
Ability to create technical procedural documentation.
Windows hardware (Desktop) or voice hardware (Telecom) and software troubleshooting experience.
Ability to multi-task in a fast-paced environment.
Prior experience in problem resolution position and or customer service required.
Microsoft Configuration Manager Experience (Desktop) or Cisco Call Manager PBX (Telecom) experience is a plus.
Ability to recognize, analyze, and effectively solve problems in a timely organized manner using industry best practices and procedures.
Statement Of Employment Philosophy
Being a part of Tanner Health System is more than a job, it is a promise we make to treat every patient with exceptional service every time they walk through our doors. Service excellence is the foundation of our organizational culture and the expectations we all set for each other, our patients, physicians and our community. All employees agree to abide by a set of service standards. These standards are the promise we make to provide the best care possible, and represent our beliefs, values and who we strive to become. We each commit to making Tanner Health System a great place for our employees to work, for patients to receive care and for physicians to practice medicine.
Functions
Area of Responsibilities
Deployment: Assist with the purchasing process of required hardware or software as requested. Image and maintain a stock of hardware for deployment by technicians as and when needed. Installs and configures devices, peripherals, and software within established standards and guidelines.
Support: Identify issues with hardware, peripherals, software, etc. and assist with remediation. Assist teammates and serve as escalation point for level 1 and other level 2 technicians. Upgrade hardware in the environment to current versioning levels to maintain compliance. Assist with the maintaining of adequate spare parts inventory of systems and subsystems, and component parts used in repair work. The Technology Support Tech II will follow all Security protocols and participate in Security events as assigned. They may also be asked to participate in cross-functional teams in resolution of an Incident. Complete scheduled rounding in inpatient nursing and other areas to ensure proper hardware operation and to identify potential issues before they are reported.
Documentation: Assist in documenting hardware and other related installation and maintenance processes.
SLA: Update and close trouble tickets in accordance with set system SLA timeframes. Maintain expected closure and breach rates as set by department expectation. Consistently maintain performance level within top 50% of team metrics.
Competencies: Meets all competencies in assigned competency checklist(s).
Employee performs within the prescribed limits of Tanner Health System's Ethics and Compliance program. Is responsible to detect, observe, and report compliance variances to their immediate supervisor, the Compliance Officer, or the Hotline.
Required Knowledge & Skills
Education: High School Diploma or GED
Experience: Three years of related experience. Requires working knowledge of specialized practices, equipment, and procedures.
Licenses and Certifications
DRIVER'S LICENSE
Supervision
Received: Work receives moderate review according to the task or project. Exercised: None.
Qualifications
High school diploma required and 3 years of related experience. 2 years with degree.
2+ years of experience in the medical environment considered a plus.
Neat, pleasant demeanor, confident personality.
Organized, accurate, good knowledge of English grammar and spelling.
Ability to create technical procedural documentation.
Windows hardware (Desktop) or voice hardware (Telecom) and software troubleshooting experience.
Ability to multi-task in a fast-paced environment.
Prior experience in problem resolution position and or customer service required.
Microsoft Configuration Manager Experience (Desktop) or Cisco Call Manager PBX (Telecom) experience is a plus.
Ability to recognize, analyze, and effectively solve problems in a timely organized manner using industry best practices and procedures.
Definitions
The Technology Support Tech II is a team member of the Information Technology department, participating in the day-to-day operations of the office. The Technology Support Tech II, performs general maintenance tasks, troubleshoots and repairs hardware and peripheral equipment located throughout the organization. This individual must be capable of making decisions regarding the urgency and or seriousness of calls and serve as a liaison between the technical staff of the department and the department's wide variety of customers. Depending on operations, business or project needs, the Technology Support Tech II may be asked to perform duties outside what is defined in the job description on a temporary basis.
Position Responsibilities
Contact with Others: Appreciable contacts as regular part of the job with others outside of the department or organization. Requires discretion and tact to give or get specialized information to perform duties of job.
Effect of Error: Probable errors may be serious and involve losses such as improper costs, overpayment, waste of material, damage to equipment, and delay in processing work. Effect usually confined within the organization. Most of work not subject to direct verification or check. Regularly works with some confidential data such as account, salaries, patient medical records, which if disclosed might have adverse internal or external effects.
People Management Responsibilities
Supervisory Responsibility: Exercises no supervision, work direction, or instruction of other employees or students
Work Environment/Physical Effort
Mental Demands: Assignment requires planning and arranging own work to reach definite objectives. Applies knowledge of a specific field using several varied procedures or techniques. Solves non-routine technical, treatment, or operational problems under general guides
Working Conditions: Minor - Occasionally involved in exposure to dirt, odors, noise, or some work is performed with exposure to temperature/weather extremes/occupational risk and probability of coming into contact with blood borne pathogens, other potentially infectious diseases, or biomedical/bio-hazardous materials.
Working Conditions Aspects for Immunizations
Performs tasks involving contact with blood, blood-contaminated body fluids, other body fluids, or sharps (needles): No
Directly works with Patients less than 12 months of age: No
Physical Effort: Medium physical effort - Lifts, carries, or handles lightweight (1 to 25 lbs.) materials or equipment for most of the day. Occasional physical effort with medium weight objects (25-60 lbs.). Very occasional physical effort with heavy objects (over 60 lbs.).Works in reaching or strained positions for about half of day.
Physical Aspects
Bending: Occasional = 1% - 33% of the time
Typing: Frequent = 34% - 66% of the time
Hearing: Frequent = 34% - 66% of the time
Visual: Constant = 67% - 100% of the time.
Speaking: Frequent = 34% - 66% of the time
Standing: Occasional = 1% - 33% of the time
Walking: Frequent = 34% - 66% of the time
Lifting up to 25 lbs.: Frequent = 34% - 66% of the time
Lifting 25 to 60 lbs.: Occasional = 1% - 33% of the time
Lifting over 60 lbs.: Occasional = 1% - 33% of the time
Carrying: Frequent = 34% - 66% of the time
Climbing: Occasional = 1% - 33% of the time
Kneeling: Occasional = 1% - 33% of the time
Tasting: Not required
Smelling: Occasional = 1% - 33% of the time
Manual Dexterity picking, pinching with fingers etc.: Frequent = 34% - 66% of the time
Feeling (Touch) determining temperature, texture, by touching: Occasional = 1% - 33% of the time
Reaching above shoulder: Frequent = 34% - 66% of the time
Reaching below shoulder: Frequent = 34% - 66% of the time
Color Vision: Frequent = 34% - 66% of the time
Balancing: Occasional = 1% - 33% of the time
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Date Posted: 26 May 2025
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