Title: IT Support Technician I – Service Desk

Location: Morristown, NJ

Schedule: Mon – Fri, 7:30AM – 5:30PM EST

Note: This role is NOT open to C2C Candidates

The IT Support Technician is responsible for providing end user support of computer workstations and associated peripherals. This may include diagnosing and troubleshooting organizational software, hardware, and mobile devices. This position reports directly to the Customer Support Center (CSC) Manager, ISS Department. This position may be assigned to a specific Atlantic Health facility, and hours may be modified at the discretion of Information Technology Management as necessary to provide 24/7 customer support. This position is also responsible for the distribution of customer communications. Successful candidates for this position must have excellent written and verbal communications skills, a consistently positive attitude, and outstanding customer service skills.

Position Duties

• Provide first level support to team members and other customers of Atlantic Health System
• Document and classify incidents and service requests in the service management system
• Provide initial support, investigation, troubleshooting, and diagnosis for all incidents and requests
• Resolve, confirm resolution, and close incidents or escalate calls to appropriate queues; provide necessary detail to IT Support Technician III when resolution cannot be achieved
• Answer all correspondence in a timely manner; uphold our commitment to customer service excellence, acting as an ambassador of the department in a professional manner
• Create and edit knowledge documents
• Monitor systems including servers or interfaces; coordinate with managers and analysts on emergency outages
• Work with other ISS team members and/or vendors to achieve successful support and maintenance of organizational hardware, software, and technology
• Run reports and downloads, per documented procedures
• Providing inventory management via approved software and technology
• Attend and participate in meetings and training sessions, as needed
• Supporting other related duties, as assigned

Position Qualifications

• 1+ year of application and/or technical support experience
• Ability to type 40 words per minute
• Strong customer service, analytical, and problem-solving skills
• Ability to lift 40 pounds on a consist basis
• Experience with Active Directory and/or Service Management Systems preferred
• Experience supporting Epic, or previous experience in a healthcare role, preferred
• Technical Certification, such as CompTIA A+, ITIL, MCP or MCITP, HDI Desktop Support Technician or other relevant certificate/training required; Associate’s Degree or Bachelor’s Degree in technical field highly preferred

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