EVBH – IT Support Technician Job Details Level Experienced Job Location Eagle View Behavioral Health – Bettendorf, IA Position Type Undisclosed Education Level 2 Year Degree Salary Range Undisclosed Travel Percentage Undisclosed Job Shift Day Job Category Information Technology Description POSITION SUMMARY The IT Support Technician provides support services within assigned Information Technology (IT) area to efficiently and effectively manage the organizations desktop computer systems, telecommunication systems and infrastructure and the server/network systems and infrastructure. This position assists in the planning, installation, performance and troubleshooting information systems and equipment within assigned area. Experience: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Skills: 1) Excellent communication (oral and written), interpersonal, organizational, and presentation skills 2) Problem solving skills 3) Self-motivated, detail-oriented and organized 4) Ability to organize and implement work assignments independently of direct supervision 5) Experience troubleshooting issues with: hardware, network, software and peripherals 6) Experience working in a team environment 7) Experience providing technical support in a remote capacity. Additional Requirements: Able to promptly answer support related email, phone calls and other electronic communications. Ability to take general direction from senior level team members Interact with customers of varying levels with the ability to communicate technical information to non-technical users. Ability to work independently and efficiently to meet deadlines Typing proficiency: 40-60 wpm. 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 groups of managers, clients, customers, and the general public. Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to use resources such as the internet, whitepapers, manuals, and vendor resources to troubleshoot and resolve issues. ESSENTIAL JOB FUNCTION AND RESPONSIBILITIES Support computer users for multiple facilities around the country. Perform installations, updates and maintenance of new and existing systems. Performs diagnoses and troubleshoots problems with multiple systems and/or services in order to maintain proper functioning; resolves issues including contacting and assisting vendors. Prepares and maintains required reports, records, logs and files for operational, administrative and compliance purposes. Provides coverage for relief and absences within department. Demonstrates flexibility to work evenings, nights, weekends and holidays to maintain departmental coverage. Evaluate, analyze and modify system performance. Researches, analyzes and provides hardware/software quotations, ordering information, and other purchasing information to users to assist in purchasing necessary equipment. Assist with administration of: servers, desktops, printers, routers, switches, firewalls, backup solutions, web filter, smartphones, VoIP, software deployment, email, security updates, and patches. Assist with establishing network specifications by conferring with users; analyzing workflow, access, information, and security requirements; designing router and switch administration, including interface configuration and routing protocols. Assist with maintaining network performance by performing network monitoring and analysis, and performance tuning; troubleshooting network problems; escalating problems to vendor. Assist with the install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements. Perform daily system and security monitoring tasks as needed and/or requested. Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary. Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities. Configure / add new services as necessary. Perform periodic performance reporting to support capacity planning. Perform ongoing performance tuning, hardware upgrades, and resource optimization as required. Configure CPU, memory, and disk partitions as required. Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. Note: The essential job functions of this position are not limited to the duties listed above. Qualifications Education / Licensure: Associate Degree desired in a related Information Technology field or a combination of technical certifications plus two to three years in equivalent work experience.