IT Support Technician I

Position Overview
This position provides technical end user technology support and may include diagnosis and troubleshooting of all organizational software, hardware and operating systems via phone, e-mail, portal, or chat inquiries. A successful candidate for this position must have excellent written and verbal communications skills, a consistently positive attitude and outstanding customer service.

Essential Functions
Provide first level support to the team members and other customers of Atlantic Health System.
Document and classify incidents and service requests in the service management system.
Provide initial support, investigation and diagnosis for all incidents and requests.
Resolve, confirm resolution and close incidents or escalate calls to the appropriate teams.
Escalate calls with required details when resolution cannot be achieved.
Answer all correspondence in a timely manner.
Create and edit knowledge documents.
Attend and participate in meetings and training sessions.
Work with other ISS team members and/or vendors to achieve successful support and maintenance of organizational hardware, software, and technology.
Coordinate with analysts or managers on service interruptions.
Run reports and downloads per documented procedures.
Monitor and act on system alerts.
Write, edit and send professional enterprise communications.
Other duties not previously outlined.

Educational Requirements, Certifications and Qualifications
• Minimum of an associates degree or technical school certificate or one year related work experience
• Must be able to type 40 words per minute.
• Candidates familiar with Active Directory and Service Management Systems are preferred.
• Candidates who have used or supported Epic, or who have worked in a healthcare role are preferred.
• HDI, ITIL, Microsoft, COMPTIA certifications desirable.