JOB TITLE: IT Desktop Support Technician
REPORTS TO: CIO
TYPE: Full Time
Job Summary / Overview:
Responsible for providing first level help desk computer support. Provide training to staff on use desktop and laptop computers. Assists network administrator with imaging, configuring, and deploying computers, printer, and other peripherals.
Essential Duties:
• Responds to incidents and requests tickets in a timely fashion and documents all activity related to that ticket.
• Provides laptop and desktop PC support for users with equipment running Windows operating systems, Chromebook, iOS, and MAC operating systems.
• Completes lifecycle maintenance of PC systems by imaging and deploying new replacement systems.
• Diagnose and resolve all PC related issues, including but not limited to, hardware failure, operating system errors, software compatibility issues, and network connectivity.
• Diagnose and resolve all IT related equipment issues, including but not limited to, hotspots, office phones, cell phones (IOS & Android), printers, scanners, docking stations, monitors, webcams, tablets, etc.
• Identifies and escalates complex problem reports or service requests to the ether the network administrator or EMR application analyst.
• Assists with setting up audio/visual equipment for various events and meetings on site and off.
• Utilize RMM system (Remote Monitoring and Management) to push patches, provide remote support, and monitor system health and information.
• Manage Domain user accounts and domain computers via Active Directory.
• Provide Tier 1 & Tier 2 support for all Office 365 applications.
• Manage and document all incoming and current hardware and peripherals.
• Prepare and document all end of life equipment for proper disposal.
• Image and prepare new systems for all PSHC team members.
• Provide after-hours systems check on a rotational basis.
• Travel for remote user support for local and regional team members.
• Performs other duties as assigned.
Requirements:
High School Diploma or GED required. 6 month technical experience required.

Competencies:
• Customer Service
• Communication Skills
• Displaying Technical Expertise
• Supporting Coworkers
• Adaptability/Flexibility
• Quick to Learn – Just in Time Training
Computer Skills: Intermediate
• Knowledge of Windows and Office.
• Computer trouble shooting: WiFi, Power, Display Settings
• LAN / WLAN connectivity
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.
• Moderate physical exertion or activity.
• May requiring sitting for long periods of time; also stooping, bending and stretching
• May require standing and walking for long periods of time.
• Requires manual dexterity sufficient to operate a computer keyboard
• Specific vision abilities include close vison, color vision, peripheral vision; depth perceptions and ability to adjust focus.
• May require occasional lifting and/or moving up to 25 pounds.
• Must be able to hear average conversations
• Requires ability to speak effectively and communicate clearly.

Work Environment: Office environment. 7:30am-4:30pm and/or 9:00am-6:00pm on a rotating bases.
MISCELLANEOUS
• Accepts and is supportive of change.
• Must possess a high degree of integrity and excellent work ethic.
• Accepts guidance and suggestions for improvement.
• Willing to assist and work with others.
• Maintains strict and total personnel and patient confidentiality.
• Complies with PrairieStar Health Center Policy & Procedure.
• Complete all required in-service training and attend all required meetings