This position provides Level I, Information Technology support and customer service to REMSA Health users. The position is full time, and must work from the office Monday – Friday 8am-5pm. Eligible for Company benefits.

Position Accountabilities

• Maintain a working knowledge of operating systems and commonly used applications to provide effective end-user support.
• Utilize the AutoTask ticketing system to log, prioritize, and troubleshoot IT support requests efficiently, ensuring all actions are in compliance with established Service Level Agreements (SLAs).
• Deliver exceptional customer service by providing responsive and friendly in-person support throughout the campus; actively walk the floors to identify and resolve user issues proactively.
• Communicate clearly and professionally with end users both in person and over the phone, using non-technical language when appropriate.
• Guide users through basic troubleshooting steps and ensure they understand the solutions provided to promote confidence and independence.
• Troubleshoot and resolve technical issues related to printers, Microsoft Office applications, desk phones, and other workplace technology.
• Assist in the installation, configuration, and maintenance of workstations, printers, and other IT hardware on the LAN.
• Maintain accurate and detailed documentation of repairs, updates, upgrades, and equipment changes in the helpdesk system.
• Escalate complex issues appropriately to higher-tier support while ensuring all troubleshooting steps are thoroughly documented.
• Travel to remote sites as needed to provide IT support.
• Participate in on-call rotations for urgent IT support needs.
• Serve as the first point of contact for IT support, providing timely and friendly assistance to end users in person, via phone, or through the AutoTask ticketing system.
• Assist users with login issues, password resets, and basic account troubleshooting in Active Directory, Microsoft 365, and other enterprise applications.
• Troubleshoot and maintain IT peripherals, including scanners, barcode readers, projectors, and docking stations.
• Identify and resolve simple network connectivity issues, including Wi-Fi and wired network problems.
• Install, configure, and update approved applications such as Microsoft Office, antivirus software, and custom enterprise tools.
• Provide basic IT training to employees on using company hardware, software, and security best practices.
• Set up and troubleshoot conference room technology, including projectors, webcams, and conferencing software (Zoom, Teams, etc.).
• Assist in tracking IT assets such as laptops, monitors, mobile devices, and accessories.
• Follow IT security policies, enforce MFA (Multi-Factor Authentication), and educate users on phishing prevention and safe computing habits.
• Work closely with Level 2 IT Support by escalating issues when necessary and learning from their troubleshooting methods.
• Perform all other duties as assigned by IT management.

Qualifications/ Experience Requirements

• High school diploma or equivalent required; additional technical certifications or a relevant degree preferred.
• Experience in I.T. support, with a focus on troubleshooting PC and Apple devices preferred.
• CompTIA A+ certification or equivalent work experience preferred; additional certifications (Microsoft, Apple) are a plus.
• Strong organizational and communication skills, with the ability to assist end users in a clear and professional manner.
• Valid driver’s license required, with the ability to travel to remote sites as needed.