IT SYSTEMS TECHNICIAN in Franklin, TN at Acadia Healthcare

Date Posted: 5/21/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Franklin, TN
  • Job Type:
  • Date Posted:
    5/21/2020

Job Description

Overview

PURPOSE STATEMENT:

The IT Systems Technician provides response to inquiries and requests for desk-side assistance from facility staff.  Responsible to efficiently and effectively identify, analyze, troubleshoot and resolve problems with the aim of eliminating recurrences using root-cause analysis.

Responsibilities

ESSENTIAL FUNCTIONS:

  1. Respond to email, voicemail, and live interactions for assistance documenting each interaction in the ITSM system.
  2. Reset passwords in various Information Systems.
  3. Add, remove and modify users in the Avaya IP Office/Ring Central phone system.
  4. Troubleshoot various Microsoft Windows operating systems on client computers.
  5. Troubleshoot Internet Explorer issues
  6. Troubleshoot MS Office products
  7. Troubleshoot Enterprise application issues and escalate to Corporate support teams as necessary
  8. Repair computers
  9. Contact vendors for support when a piece of hardware is under warranty.
  10. Troubleshoot email issues on smartphones such as the iPhone, Android and Blackberry.
  11. Leverage remote support technologies to resolve complex issues and conduct internet searches for problems not documented in the KB.
  12. Troubleshoot hard drive and removable media, file-based and disk encryption.
  13. Ability to quickly and efficiently search the internet for solutions to problems not documented in the KB
  14. Document break/fix procedures.
  15. Work closely with all Corporate IT support teams
  16. Assist with IT access submittal’s for onboarding of new staff

STANDARD EXPECTATIONS:

  • Complies with organizational policies, procedures, performance improvement initiatives and maintains organizational and industry policies regarding confidentiality.
  • Communicate clearly and effectively to person(s) receiving services and their family members, guests and other members of the health care team.
  • Develops constructive and cooperative working relationships with others and maintains them over time.
  • Encourages and builds mutual trust, respect and cooperation among team members.
  • Maintains regular and predictable attendance.

Job Requirements

EDUCATION/EXPERIENCE/SKILL REQUIREMENTS:

  • High school diploma or equivalent; prefer some college or technical school coursework.
  • Minimum 2-4 years of job-related experience; preferably in as desktop support with multi-site locations.
  • Understand basic Windows networking using TCP/IP, DHCP, static IP addressing, Cisco VPN and DNS.
  • Exceptional Customer Service skills - The customer’s needs ahead of yours.
  • Advanced computer skills including Microsoft Office; especially Word, Excel, and PowerPoint. 
  • Knowledge of office administration procedures with the ability to operate most standard office equipment.
  • Ability to work professionally with sensitive, proprietary data & information while maintaining confidentiality.
  • Excellent interpersonal skills including the ability to interact effectively and professionally with individuals at all levels; both internal and external.
  • Exercises sound judgment in responding to IT inquiries; understands when to route inquiries to next level.
  • Self-motivated with strong organizational skills and superior attention to detail.
  • Must be able to manage multiple tasks/projects simultaneously within inflexible time frames. Ability to adapt to frequent priority changes.
  • Capable of working within established policies, procedures and practices prescribed by the organization.
  • English sufficient to provide and receive instructions/directions.