IT TECHNICIAN I

Job Description: IT Technician I

Location: Corporate Classification: Full-time, Exempt

Department: Information Technology Reports to: Director of Information Technology

Position Category: Non-Managerial Last Revised: September 2023

At ClareMedica, exceptional is the standard.

Driven by our purpose to enhance the lives of the seniors in the communities where we have the privilege to work, live, and play, the ClareMedica team is comprised of the brightest and best in their fields of expertise. From clinical excellence to unparalleled administrative support and beyond, we’re working together to help seniors live happier, healthier, fuller lives.

That kind of teamwork and passion for excelling can only exist in a workplace that fosters employees’ growth and wellness and where their full potential and value are realized. At ClareMedica, we’re excited about great people like you. We’re even more excited to support you with the resources, training, benefits, competitive compensation, and more to help you thrive and succeed in our communities.

Opportunity awaits – welcome to ClareMedica.

ESSENTIAL FUNCTIONS

The IT Technician I is a motivated and customer-oriented individual. The incumbent plays a crucial role in maintaining and supporting our hybrid Microsoft environment across various medical facilities located throughout Florida. The primary responsibility of this role will be to manage incoming IT tickets, provide exceptional customer service, and ensure the smooth operation of our IT systems.

DUTIES AND RESPONSIBILITIES:

• Monitor and manage the Atera ticketing queue, addressing incoming IT tickets promptly and effectively.
• Collaborate with fellow IT team members to troubleshoot and resolve technical issues, maintaining a high level of teamwork and communication.
• Provide excellent customer experience by delivering timely and friendly assistance to end-users, ensuring their IT needs are met and issues are resolved.
• Oversee and troubleshoot Meraki Internet connections, identifying and addressing connectivity issues in a timely manner.
• Engage with vendors for repair requests and confirmations, ensuring timely resolution of hardware and software-related problems.
• Occasionally travel to various ClareMedica Health Partners LLC locations across Florida to perform on-site support and maintenance.
• Assist with the monitoring and management of the hybrid Microsoft environment, including Microsoft 365 services and Azure resources.
• Learn and implement PowerShell automation to enhance operational efficiency and streamline IT processes.
• Actively engage in ongoing education and training to stay updated on HIPAA and security regulations, as well as emerging technologies such as Microsoft 365, Azure, and more.
• Contribute to the documentation of IT procedures, troubleshooting guides, and best practices.
• Collaborate with other departments and teams to ensure IT systems align with business needs and objectives.

SUPERVISORY RESPONSIBILITIES

• This position does not have supervisory responsibilities.

QUALIFICATIONS/REQUIREMENTS

1. Position Requirements

• Positive attitude and strong interpersonal skills, with a genuine desire to provide excellent customer service.
• Experience working in a Microsoft environment, including Windows operating systems and Microsoft Office suite.
• Familiarity with Meraki Internet connections and networking concepts.
• Basic understanding of IT security principles and practices.
• Strong problem-solving skills and the ability to adapt to different situations.
• Ability to effectively communicate technical information to non-technical users.
• Willingness to travel occasionally to various ClareMedica Health Partners LLC locations across Florida.
• Associates, Bachelor's degree, or technical certifications in relevant fields are a plus, but not required.

2. Technologies:

• Web Services, DNS, FTP, DHCP
• Networking (Meraki Cisco, TCP/IP, Access Control, 802.1x, DNS, Content Filtering)
• Hypervisor (Azure Infrastructure)
• Email (MS 365 Exchange)
• Firewall (Microsoft Defender, Webroot, Meraki Cisco Mx’s)
• Microsoft Server 2016 and Above, Linux, MS 365 , Azure Infrastructure
• Backup Tools, Image Builds and Server Recovery
• Phone Cloud Systems (Dialpad), Yeahlink Ip Phones
• Atera RRM and Ticketing System
• Axis Camera Server and Client Systems
• Openpath Access Control

3. Personal Attributes:

• Strategic Alignment: Capable of independently aligning IT strategy with business objectives.
• Judgment: Proficient in making sound and logical judgments.
• Leadership: Demonstrates strong leadership and personnel/project management skills.
• Organizational Awareness: Possesses a deep understanding of the organization's goals and objectives.
• Communication: Exhibits strong interpersonal, written, and oral communication skills.
• Analytical Skills: Proficient in performing general mathematical calculations for needs assessments, budgeting, and other purposes.
• Research: Skilled in conducting research into issues and products as required.
• Prioritization: Adept at prioritizing and executing tasks within a fast-paced environment and making sound decisions in critical situations.
• Business Communication: Ability to present ideas in a business-friendly language.
• Self-Motivation: Highly self-motivated and self-directed.
• Attention to Detail: Demonstrates a high level of attention to detail.
• Problem Solving: Proven analytical and problem-solving abilities.
• Customer Focus: Exhibits a strong customer service orientation.
• Collaboration: Experience working effectively in a team-oriented, collaborative environment.

WORKING CONDITIONS

General office working conditions.

PHYSICAL DEMANDS

The physical demands for this role are outlined below. We are committed to providing reasonable accommodation for individuals with disabilities to perform the essential functions of the job.

• Mobility: The employee should be able to stand, walk, sit, and have the capability to move about the office freely.
• Manual Dexterity: Proficient use of hands to manipulate objects, tools, or controls, including operating desktop computers and peripherals.
• Physical Agility: Ability to climb stairs, maintain balance, stoop, kneel, crouch, or crawl when necessary.
• Lifting: Occasional lifting and/or moving of up to 30 pounds may be required.
• Visual Acuity: Specific vision abilities needed include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.
• Exposure: Employees may encounter variable weather conditions when commuting to and from the office.

WORK ENVIRONMENT

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of his job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

TRAVEL

Travel is primarily local during the business day, although some out-of-area and overnight travel may be required.

SAFETY HAZARD OF THE JOB

Minimal Hazards

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This job description does not list all the duties and responsibilities of the job. You may be asked by supervisors or managers to perform other instruction, duties, and responsibilities, as appropriate. You will be evaluated in part based upon your performance of the duties and responsibilities identified in this job description.

Management has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment any time, with or without cause.