IT Support Technician

Stratus; Irving (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

A leading company in healthcare IT seeks a Support Technician to assist internal and external users with software and hardware support. The technician will handle IT support calls, perform repairs on hardware like laptops, and manage inventory systems. Ideal candidates should possess excellent customer service skills and a high school diploma, with a preference for additional education. This position involves maintaining compliance with regulations while working in a standard office environment.

Qualifications

• 1-3 years of Healthcare IT experience required.
• Understanding of computer systems (hardware/software) and networks.
• Adaptable to changing environments and requests.

Responsibilities

• Attend and triage IT support calls.
• Perform hardware repairs and testing.
• Keep and maintain inventory systems.

Skills

Customer Service

Problem Solving

Communication

Organization

Education

High school diploma or equivalent

Bachelor’s degree preferred

Job description

Job Overview

Support Technician works with the rest of the IT team to support internal and external users. A technician will support users with software, hardware, training, and project tasks.

Primary Job Responsibilities

• Attend and triage IT support calls
• Attend and respond to user ticket issues
• Perform Unit/Hardware repairs – Laptops and EEG Amplifiers
• Perform Unit/Hardware Testing / User Acceptance Testing
• Build or reconfigure Units/Hardware
• Escalate issues to Management, Kvikna or Upper Leadership
• Keep and Maintain Inventory System – Units
• Coordinate and Ship necessary equipment – Unit Components
• Keep and Maintain down units list/records
• Complete assigned projects such as New Builds, Clinical Trial Units, and Training Units
• Maintain assigned software or application in a Windows Environment
• Understand basic networking concepts and configuration
• Understand Windows services and maintain Windows updates Security Patches Drivers
  
  

Education/Experience

• High school diploma or equivalent required. Bachelor’s degree preferred
• 1-3 years of Healthcare IT experience
  
  

Qualifications

• Provide outstanding customer service to Internal and External Users
• Answer support phone calls in a timely manner – part of a call queue
• Complete tickets with notes describing steps taken – Provide Documentation
• Follow through tickets till completion within the SLA
• Troubleshoot and triage issues before escalation
• Escalate tickets with detailed description of issue and attempted fixes
• Communicate roadblocks to leadership
• Identify patterns with issues
• Must be adaptable to our constantly changing environment and requests
• Maintain HIPAA regulations
• Sound understanding of computer systems (hardware/software), networks etc.
• Proven ability to solve problems creatively
• Strong interpersonal skills and extremely resourceful
• Strong organization skills and the ability to multi-task
• Outstanding verbal and written communication skills
• Ability to work within strict time lines and manage multiple priorities
• Ability to work with minimal supervision
  
  

Required Licenses/Certifications

• None
  
  

Physical Requirements

• Ability to stand or sit for extended periods of time
• Ability to frequently lift and carry up to 50 pounds, push/pull over 100
• Repetitive movement of fingers and hands
• Talking and hearing
• Reaching with hands and arms
• Clarity of vision at 20 feet or less
• Use of tools/power tools
  
  

Mental Requirements

• Read, evaluate and interpret data
• Data entry
• Performing mathematical operations
  
  

Work Environment

• Standard office environment
• Travel required for shipping/vendor drop off and pickup
  
  

Hazards

Frequent exposure to hazardous materials, including, but not limited to

• Blood
• Urine
• Feces
• Mold
• Body hair
• Vomit
• Cleaning and sanitizing chemicals, adhesives