Company:

Compassus

 

Position Summary

The IT Technician is responsible for modeling the Compassus values of Compassion, Integrity, Excellence, Teamwork, and Innovation and for promoting the Compassus philosophy, using the 6 Pillars of Success as the foundation. S/he is responsible for upholding the Code of Ethical Conduct and for promoting positive working relationships within the company, among all departments, and all external stakeholders. The IT Technician performs initial triage and attempts resolution of computer hardware, network and telephony-related incidents reported to the Help Desk, and is responsible for documentation and coordination of issue resolution with other IT teams and vendors. S/he develops and maintains methods and procedures for the effective management and control of the help desk function. The IT Technician is a technical professional, able to work independently, and provides exemplary service in a fast-paced environment. Some travel may be needed.

Position Specific Responsibilities

Delivers support for reported problems with desktop computers, laptops, peripherals, mobile devices and IP/POTS telephones.Provides support to VOIP and POTS based phone systems.Maintains clear documentation and status of reported problems within IT project/problem tracking systems and within associated vendor tracking systems.Installs and configures desktop/laptop computer hardware, software, peripherals and mobile devices using standard procedures.Works with and coordinates vendors to troubleshoot and resolve issues.Orders, configures, and installs new desktop computers, laptops, peripherals and mobile devices as required for new and existing users.Maintains inventory of equipment available for re-use as required.Receives, tracks, and disposes of out-of-service hardware in accordance with established policy and procedures.Establishes project timeliness, communicates status, oversees user testing, and writes training materials as required.Oversees small and intermediate sized projects.Guides end users through troubleshooting procedures; develops troubleshooting scripts for the help desk.Researches, evaluates, and provides recommendations to management on software and hardware being considered for use by Compassus.Writes documentation or reviews documentation written by others that describes installation and operating procedures.Trains end users or technical support staff in a classroom environment and using Webinar and remote control software in use and support of hardware, software and telephony platforms.Performs testing of upgrades and enhancements.Maintains strict privacy standards when handling sensitive company data accessed during operational duties.May involve infrequent travel in conjunction with satellite office support requirements.Participates in the Help Desk on-call rotation.Performs other duties as assigned.

Education and/or Experience

Bachelor's degree in Computer Science or related field highly preferred.Minimum of one (1) year experience in technical support with strong technical troubleshooting and problem diagnosis skills required.

Skills

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage.Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from leaders, team members, investors, and external parties. Strong written and verbal communications.Other Skills and Abilities: Ability to understand, read, write, and speak English. Articulates and embraces integrated healthcare at home philosophy. In-depth knowledge of Desktop Operating System deployment, configuration, and administration. Working knowledge and Windows Server technologies (Exchange, Terminal Server, Active Directory, etc). Working knowledge of Microsoft Office applications and configuration. Working experience with network configuration and troubleshooting including but not limited to DHCP, LAN, WAN, DNS, and IP routing. IP and POTS Telephony administration, configuration, and troubleshooting experience (ShoreTel, VCE, Nortel/Avaya). Experience supporting and troubleshooting enterprise software/hardware. Proficiency in Microsoft Office Suite.

Certifications, Licenses, and Registrations

Industry certification, such as ITIL, Network+, Security+, Microsoft Technology Associate (MTP), Microsoft Certified IT Professional (MCITP), Microsoft Certified Desktop Support Technician (MCDST), VMware Certified Associate (VCA), and/or Cisco Certified Entry Networking Technician (CCENT) preferred.

Physical Demands and Work Environment: The demands of this role necessitate a team member to effectively perform essential functions. Adaptations can be made to accommodate team members with disabilities. Regular standing, walking, and manual dexterity are fundamental, along with the ability to lift and move objects up to 25 pounds. Visual acuity requirements include close and distance vision, color and peripheral vision, depth perception, and the ability to adjust focus. This description provides a general overview and may vary by role and department, capturing the nuanced demands and conditions inherent to positions in our organization.

At Compassus, including all Compassus affiliates, diversity, equity, and inclusion are fundamental to our Pillars of Success. We are committed to creating a fair work environment where our team members feel welcomed, highly valued, and respected. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Estimated salary range $19.80 - $29.02 / hour. Actual salary will vary by geographic location and experience.

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