Creating Life Better Here starts with you. At San Juan Regional Medical Center, we're more than a healthcare provider—we're a values-driven organization dedicated to delivering exceptional care. As a team member, you help fulfill our mission to make life better here for our community.
The IT Support Technician I serves as the frontline technical support resource for hospital staff, providing prompt assistance through the help desk and in-person rounding across clinical and administrative areas. This position focuses on resolving common IT issues at first contact (First Call Resolution - FCR), ensuring a high level of customer service and end-user satisfaction. Technicians are highly visible, hands-on team members who support workstations, peripherals, software, and communication tools critical to hospital operations.
Required Behaviors:
- As you go about fulfilling this mission, your work habits and work relationships should embody SJRMC's values. These values are our culture, our identity as an organization. Sacred Trust, Personal Reverence, Thoughtful Anticipation, Team Accountability and Creative Vitality ask more of us than merely completing some list of tasks. Our values ask for a deeper level of commitment, and what is asked of us we freely give because we believe in our mission.
Required Qualifications:
- High school diploma or GED OR one (1) or more years of relevant technical support or customer service experience.
- Foundational knowledge of Windows OS, Microsoft 365, and general IT troubleshooting.
- Strong communication and time management skills.
- Willingness to learn in a fast-paced, healthcare IT environment.
- Manage relationships with trust, honesty, respect, and integrity.
- Ability to consistently provide world-class and excellent customer service.
Preferred Qualifications:
- CompTIA ITF+, A+, or Microsoft Fundamentals certification.
- Experience working in hospitals, clinical settings, or other high-stakes service environments.
- Familiarity with service ticketing systems.
Duties and Responsibilities:
- Serve as the first point of contact for technical issues via phone, walk-up, or ticketing system.
- Perform daily hospital rounding to assist users at their workstations, especially in patient care areas.
- Troubleshoot hardware, software, printers, and login/access issues using established protocols.
- Escalate issues that cannot be resolved quickly, ensuring clear documentation and hand-off.
- Follow ITIL-aligned incident management procedures; contribute to knowledge base articles.
- Maintain professional demeanor in high-pressure clinical settings.
- Protect PHI at all times.
- Participate in after-hours support rotation or emergency on-call coverage as needed.
- Each caregiver is responsible for implementing SJRMC’s Service Standards into their daily work: Safety, Courtesy, Effectiveness, and Stewardship
Physical Demands and Environmental Work Conditions:
- On-site during scheduled shifts and quickly responsive, remote support for off-hours/24×7 when allowed or approved, occasional travel.
- Frequent walking, standing, bending, crawling, and ladder use in tight or elevated spaces, plus extended floor rounding and computer work.
- Lifting and carrying of IT hardware and materials up to fifty (50) pounds.
- Participation in scheduled shift coverage and on-call support for emergencies, maintenance, and upgrades.
- Maintain a professional appearance, demeanor, and service-oriented communication in all interactions.