Gaylord Specialty Healthcare is a health system dedicated exclusively to medical rehabilitation. We provide inpatient and outpatient care for people at every point in their journey from illness or injury to the most advanced state of recovery they can achieve. Our Mission: To enhance health, maximize function, and transform lives. Our values: Integrity, Compassion, Accountability, Respect and Excellence. These values guide us in providing quality patient care and transforming the lives of our patients.
SUMMARY: The IT Support Technician I is responsible for providing front-line technical support and assistance to end-users. This role ensures that issues with hardware, software, network connectivity, and systems are efficiently addressed. The IT Support Technician I plays a key role in maintaining smooth operations by troubleshooting and resolving common technical problems, helping users to maximize their productivity, and maintaining an organized ticketing system.
ESSENTIAL DUTIES AND RESPONSIBILITIES – include the following. Other duties may be assigned.
1. PRODUCT DEVELOPMENT AND OPTIMIZATION
CRITERIA:
• Assists with installation, configuration, and maintenance of hardware, software, and peripheral equipment.
• Contributes to the enhancement of the end-user computing environment.
• Provides basic system upgrades to improve performance.
• Ensures systems remain current and compatible with evolving needs.
2. LEADERSHIP
CRITERIA:
• Collaborates with senior technicians and IT staff to resolve complex technical issues.
• Supports the knowledge-sharing process within the team.
• Creates and maintains end-user documentation.
• Develops troubleshooting guides to reduce repeat support requests.
3. SERVICE & SUPPORT
CRITERIA:
• Responds to help desk requests, providing first-line technical support.
• Troubleshoots desktop computing issues.
• Supports configuration and maintenance of computers, printers, peripherals, and IT equipment.
• Provides assistance with office applications and user-related technical problems.
• Offers basic network support (LAN/WAN, VPN, Wi-Fi).
• Sets up new user accounts and manages password resets.
• Ensures access to business and clinical systems per policy.
• Delivers remote and onsite support to promote user satisfaction.
4. PROJECT MANAGEMENT & QUALITY ASSURANCE
CRITERIA:
• Assists with onboarding activities (e.g., device and application deployment).
• Coordinates tasks to meet project timelines.
• Ensures assigned support requests are handled or escalated per SLAs.
• Logs issues and resolutions in the ticketing system (e.g., Manage Engine).
• Updates and tracks ticket progress.
• Ensures compliance with IT support procedures and documentation standards.
• Identifies opportunities to streamline support processes.
5. CATEGORY: IT IS ICARE
CRITERIA:
• Innovation: Embracing creativity and new ideas to improve processes and outcomes.
• Teamwork: Collaborating effectively with others to achieve shared goals and objectives.
• Inclusion: Fostering an environment where everyone feels valued and supported.
• Safety: Prioritizing the well-being and security of patients, individuals, and communities.
• Integrity: Acting with honesty and transparency in all interactions and decisions.
• Compassion: Showing empathy and kindness towards others, especially in challenging situations.
• Accountability: Taking responsibility for actions and outcomes, ensuring reliability and trust.
• Respect: Treating others with dignity and consideration, valuing their perspectives and contributions.
• Excellence: Striving for the highest quality in performance and achievements.
QUALIFICATIONS:
- Associate’s degree in IT or related field preferred.
- 2+ years of experience in an IT support or help desk environment.
- Strong knowledge of Windows OS and Microsoft Office 365.
- Familiarity with networking concepts, such as LAN/WAN and VPN.
- Preferred CompTIA A+
- Preferred Microsoft, Cisco, or other relevant IT certifications.
- Proficiency in troubleshooting hardware and software.
- Experience with help desk ticketing systems (e.g., Manage Engine, ServiceNow).
- Experience supporting clinical staff and systems (e.g., Meditech Expanse).
HOURS:
Full-time/Mon-Fri
We Are An Equal Opportunity Employer