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 III serves as a senior escalation point and subject matter expert for desktop, laptops, VDI, application, and overall end-user support across the organization. This hands-on, highly visible role combines advanced troubleshooting with direct mentorship of Levels I and II, project ownership, and oversight of help desk workflows. The Level III Technician plays a critical role in driving First Call Resolution (FCR) performance, improving service delivery processes, and ensuring system availability in clinical and business environments.
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:
- Associate’s degree in IT or related field OR five (5) or more years of progressively responsible IT support experience.
- Proficiency in Microsoft Windows, Office 365, networking concepts (TCP/IP, DHCP), and common hospital applications.
- Experience supporting hardware (laptops, printers, phones), access management, and mobile device integration.
- Skilled in IT service management systems, documentation standards, and security best practices.
- Demonstrated success resolving complex support issues and leading small technical projects.
- Manage relationships with trust, honesty, respect, and integrity.
- Ability to consistently provide world-class and excellent customer service.
Preferred Qualifications:
- Industry certifications such as CompTIA A+/Network+, Microsoft 365 Certified, or ITIL Foundations.
- Familiarity with EMR/EHR workflows and healthcare technology environments.
- Experience coordinating service improvement initiatives or FCR performance programs.
Duties and Responsibilities:
- Lead resolution of complex or escalated IT support issues through remote or in-person methods.
- Act as a point of contact for high-priority incidents impacting patient care or business operations.
- Conduct advanced diagnostics on system, application, hardware, and connectivity issues.
- Shows aptitude and expertise in multiple skillsets, such as VDI implementation and troubleshooting, Apple Device Support, scripting and automation, and understanding of the healthcare software and hardware in all end-user support areas.
- Coordinate and perform rounding across critical care units and administrative departments.
- Serve as technical mentor to junior technicians and assist in onboarding and training.
- Oversee queue management, ticket prioritization, and FCR metric performance.
- Participate in the planning and execution of workstation rollouts, refreshes, and departmental moves.
- Partner with systems and network engineers on integration issues and root cause analysis.
- Ensure compliance with HIPAA, security standards, and organizational policies.
- Assist with security patching, project tasks, and provisioning processes and tasks.
- Creating and maintaining knowledge base articles.
- Training of caregivers and other team members on new software, procedures, and polices.
- Focus on providing exceptional onboarding and offboarding.
- Highest level of customer interaction with organizational leadership and daily caregiver support.
- 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/ twenty four, seven (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.