IT Helpdesk Technician

Report To : IT Director 

FLSA Classification: Full-Time, Non-exempt, Hourly $24.00- $35.36

Essential Functions: 

- Provide first-level technical support to end users via phone, email, or in-person communication.
- Diagnose and resolve hardware, software, and network-related issues.
- Install, configure, and update software applications and operating systems.
- Assist in setting up and maintaining user accounts, permissions, and profiles.
- Troubleshoot and resolve issues related to printers, scanners, and other peripheral devices.
- Collaborate with other IT professionals to escalate and resolve complex technical problems.
- Keep accurate records of all helpdesk tickets, interactions, and resolutions.
- Communicate technical information in non-technical terms to end users.
- Provide training and guidance to end users on software and hardware usage.
- Stay updated on emerging technologies and industry best practices.
- Communicate clearly and professionally with PMC staff, including physicians, nurses, and other healthcare professionals.
- Other duties as assigned.

Education and Experience: 

- Degree, certifications, or equivalent experience in Computer Technology field.
- Overall knowledge of network protocols such as IPX/SPX and TCP/IP
- Familiarity with firewalls, switches, routers, and other network hardware.
- Knowledge of Windows server and other Windows operating systems

Skills and Expectations: 

- Kind and professional demeanor.
- Professional and well-groomed appearance at all times.
- Communicate positively and effectively, both written and verbally, with patients, family, and staff.
- Demonstrate effective organizational skills in an evolving environment.
- Work with honesty, compassion and integrity at all times.
- Understand and adhere to the scope of service for the department and this position.
- Understand and adhere to all of PMC’s policies and procedures.
- Understand and adhere to PMC’s Code of Conduct.
- Adhere to the strictest confidentiality and HIPAA regulations.
- Demonstrate a commitment to building and sustaining a diverse, inclusive, and equitable working environment.
- Ability to remain calm and efficient in emergency situations.
- Demonstrate strong problem-solving skills.
- Demonstrate strong emotional intelligence.

Physical Requirements:

- Must be able to remain in a stationary positon 50% of the time.
- Must be able to move and traverse about the facility 50% of the time.
- Frequently transport objects weighing up to 50lbs
- Occasionally position objects weighing up to 100lbs.
- Must be able to communicate and exchange information in a way others will understand.
- Must be able to recognize details such as color and depth within a few feet of the observer.
- Frequently operates computers, machinery, and other healthcare equipment.
- Constantly positions self to complete essential functions.
- May be required to wear N95s or PAPRs throughout the shift

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.