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National Association of Latino Healthcare Executives · 14 hours ago

IT Support Technician

Fontana, CA

Full-time

Onsite

New Grad, Entry Level

National Association of Latino Healthcare Executives is seeking an IT Support Technician responsible for providing first and second level support to resolve issues with products and applications. The role involves maintaining computer systems, collaborating with vendors, and ensuring customer service standards are met while troubleshooting and documenting technical problems.

Health CareHospitalMedical

Responsibilities

Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; following procedures and policies, and applying data and resources to support projects or initiatives; collaborating with others, often cross-functionally, to solve business problems; supporting the completion of priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible; and escalating issues or risks as appropriate

Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers; listening, responding to, and seeking performance feedback; acknowledging strengths and weaknesses; assessing and responding to the needs of others; and adapting to and learning from change, difficulties, and feedback

Provides first level and basic second level support to resolve problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly)

Supports troubleshooting efforts in conjunction with customer to identify routine and moderately complex problems

Supports efforts to analyze and prioritize incoming requests and alerts

Follows procedures for incident escalation and notification to leadership

Escalates routine problems, as necessary, to appropriate resource (e.g., support team or vendor)

Resolves non-complex problems and attempts to resolve complex problems

Follows and supports the development of standard operating procedures

Supports tracking and documentation of details of problems, status of service requests, and resolutions

Supports efforts to meet key performance indicators (e.g., performance, availability, capacity)

Supports the documentation of workarounds for problem records and changes to proactive processes

Reviews information (e.g., procedures, installation, configuration) related to new technology

Provides the knowledge repository for routine and moderately complex technical support

Supports the execution of disaster recovery and business continuity processes and events

Qualification

Technical SupportTroubleshootingIncident ManagementDocumentationCustomer ServiceSelf-DevelopmentCollaboration

Required