IT Support Technician II/40 hours/Wallingford

at  Gaylord Hospital

Gaylord Specialty Healthcare is a health system dedicated exclusively to medical rehabilitation. We provide inpatient and outpatient care for people at every point in their journey from illness or injury to the most advanced state of recovery they can achieve. Our Mission: To enhance health, maximize function, and transform lives. Our values: Integrity, Compassion, Accountability, Respect and Excellence. These values guide us in providing quality patient care and transforming the lives of our patients.

JOB SUMMARY:

This role includes user account management, security administration tasks, hardware and software troubleshooting, audio-visual (AV) support, printer administration, telecommunications administration, and network support. The Information Technology Support Technician II ensures seamless IT operations and user satisfaction.

Essential Duties and Responsibilities: include the following. Other duties may be assigned.

• Service Delivery Support:
• Ensure high levels of service delivery support for ongoing and new initiatives, maintaining a high standard of service provided by the Service Desk.
• Participate in on-call schedule rotation.
• Software and Hardware Support:
• Install, troubleshoot, and monitor various software and hardware platforms.
• Accurately image and deploy computers with data, software, configurations, and user preferences.
• Analyze, troubleshoot, diagnose, and repair computer software, hardware, and network issues.
• Technical Project Support:
• Support technical projects, both independently and as a valuable team member.
• Demonstrate proficiency in troubleshooting and resolving reported issues, escalating complex problems through appropriate channels.
• Manage assigned project tasks to ensure timely and high-quality outcomes
• Technology Proficiency:
• Continuously improve proficiency in hardware, software, networking, and other IT-related technologies. This is beneficial as we are constantly adding new technologies to the organization.
• End-User Training:
• Provide end-user training on hardware, software, and telecommunications.
• Telecommunications and Printer Administration:
• Telecommunications administration and support, including provisioning and troubleshooting various systems like IP, Digital, Analog, Wireless phones, Pagers, Voicemail, Unified Messaging, and Faxing, and supporting other technologies in our communications stack.
• Proficiently manage the hospital’s phone and fax line redirection process during planned or unplanned downtime situations.
• Administer and provision network printers and troubleshoot issues as they arise.
• Service Excellence:
• Provide high-level service for existing technologies and large-scale projects.
• Maintain exceptional service levels in a complex, multi-vendor, multiplatform environment.
• Technical Competencies:
• Apply strong analytical and troubleshooting skills to resolve issues.
• Work independently and collaboratively within a team, consistently meeting deadlines with accuracy, attention to detail, and follow-through.
• Adapt quickly to complex situations, applying learned principles and techniques effectively.
• Responsible for providing advanced technical assistance and taking ownership of escalated issues, ensuring timely resolution and effective communication with users
• Interpersonal Skills: Communicate and interact effectively with a diverse user community, responding diplomatically and professionally to user needs
• User Account Management: Create, modify, and deactivate user accounts in various systems and applications, ensuring accurate and secure user access and permissions.
• End-User Support: Support end-users with technical assistance and support, including hardware and software troubleshooting, problem resolution, and user inquiries.
• Password Management: Assist users with password resets and account recovery, while ensuring compliance with password security policies as per company-defined protocols.
• Escalation Support: Take ownership of escalated level 1 Help Desk technical issues, ensuring timely resolution and effective communication.
• Collaboration: Collaborate with other IT team members, network and applications teams, to resolve more complex technical issues.
• Security Awareness and Administration:
• Promote and enforce security best practices among end-users, such as data protection, safe browsing, and email security.
• Under the direction of the CIO and/or IT Manager implement security measures to protect systems, data and end-users.
• Leverage tools available to audit, monitor and proactively address security risks including but not limited to user permissions, device management and security awareness
• Compliance: Ensure that IT support activities and user access management comply with company policies and relevant regulations.

QUALIFICATIONS:

• Associates degree (A. A.) from two-year college or university and related experience and/or training; or equivalent combination of education and experience
• CompTIA, CISSP, Microsoft, and Cisco certifications preferred
  Work Schedule: Full time - 40 hours - Monday - Friday

• Service Delivery Support:
• Ensure high levels of service delivery support for ongoing and new initiatives, maintaining a high standard of service provided by the Service Desk.
• Participate in on-call schedule rotation.
• Software and Hardware Support:
• Install, troubleshoot, and monitor various software and hardware platforms.
• Accurately image and deploy computers with data, software, configurations, and user preferences.
• Analyze, troubleshoot, diagnose, and repair computer software, hardware, and network issues.
• Technical Project Support:
• Support technical projects, both independently and as a valuable team member.
• Demonstrate proficiency in troubleshooting and resolving reported issues, escalating complex problems through appropriate channels.
• Manage assigned project tasks to ensure timely and high-quality outcomes
• Technology Proficiency:
• Continuously improve proficiency in hardware, software, networking, and other IT-related technologies. This is beneficial as we are constantly adding new technologies to the organization.
• End-User Training:
• Provide end-user training on hardware, software, and telecommunications.
• Telecommunications and Printer Administration:
• Telecommunications administration and support, including provisioning and troubleshooting various systems like IP, Digital, Analog, Wireless phones, Pagers, Voicemail, Unified Messaging, and Faxing, and supporting other technologies in our communications stack.
• Proficiently manage the hospital’s phone and fax line redirection process during planned or unplanned downtime situations.
• Administer and provision network printers and troubleshoot issues as they arise.
• Service Excellence:
• Provide high-level service for existing technologies and large-scale projects.
• Maintain exceptional service levels in a complex, multi-vendor, multiplatform environment.
• Technical Competencies:
• Apply strong analytical and troubleshooting skills to resolve issues.
• Work independently and collaboratively within a team, consistently meeting deadlines with accuracy, attention to detail, and follow-through.
• Adapt quickly to complex situations, applying learned principles and techniques effectively.
• Responsible for providing advanced technical assistance and taking ownership of escalated issues, ensuring timely resolution and effective communication with users
• Interpersonal Skills: Communicate and interact effectively with a diverse user community, responding diplomatically and professionally to user needs
• User Account Management: Create, modify, and deactivate user accounts in various systems and applications, ensuring accurate and secure user access and permissions.
• End-User Support: Support end-users with technical assistance and support, including hardware and software troubleshooting, problem resolution, and user inquiries.
• Password Management: Assist users with password resets and account recovery, while ensuring compliance with password security policies as per company-defined protocols.
• Escalation Support: Take ownership of escalated level 1 Help Desk technical issues, ensuring timely resolution and effective communication.
• Collaboration: Collaborate with other IT team members, network and applications teams, to resolve more complex technical issues.
• Security Awareness and Administration:
• Promote and enforce security best practices among end-users, such as data protection, safe browsing, and email security.
• Under the direction of the CIO and/or IT Manager implement security measures to protect systems, data and end-users.
• Leverage tools available to audit, monitor and proactively address security risks including but not limited to user permissions, device management and security awareness
• Compliance: Ensure that IT support activities and user access management comply with company policies and relevant regulations