A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
The IT Technician 1 serves as the first point of contact for technical support. Provides timely and professional assistance to Columbia River Health employees. This position installs, configures, maintains, and troubleshoots computer hardware, software, printers, mobile devices, and basic network connectivity. The IT Technician 1 also supports workstation deployments, account management, equipment inventory, and a secure, reliable technology environment that supports quality patient care.
Responsibilities:
Provide first-level technical support in person, by phone, email, and remote assistance. Troubleshoot computer hardware, software, printing, network, and connectivity issues. Install, configure, deploy, and maintain Windows workstations, laptops, printers, scanners, and peripheral devices. Install and maintain approved software applications and updates. Configure and support mobile devices. Create, modify, and disable user accounts in Active Directory and Microsoft 365. Assist with employee onboarding and offboarding, including technology setup and account access. Document service requests, troubleshooting steps, and resolutions in the help desk system. Maintain accurate inventory records for IT equipment and software licenses. Assist with computer deployments, hardware upgrades, and preventative maintenance. Escalate complex technical issues to the IT Technician II, Systems Administrator, or appropriate supervisor. Follow organizational information security policies, confidentiality requirements, and HIPAA requirements. Provide professional customer service and communicate clearly with employees, providers, patients, and vendors. Setting up offices including moving desks, monitors, and other equipment. Perform other duties as assigned.
Qualifications:
High school diploma or GED required. Associate degree in Information Technology or equivalent education and experience preferred. One (1) to two (2) years of IT support experience preferred. Knowledge of Windows operating systems, Microsoft Office, and Microsoft 365. Working knowledge of Active Directory and basic user account administration. Basic knowledge of TCP/IP, DNS, DHCP, printers, peripheral devices, mobile device support, and hardware troubleshooting. CompTIA A+, Microsoft Certified Fundamentals, or Google IT Support Professional Certificate preferred. Excellent troubleshooting, analytical, and problem-solving skills. Outstanding customer service and strong verbal and written communication skills. Ability to prioritize and manage multiple tasks while remaining organized and responsive. Ability to work independently and as part of a team. Ability to effectively and professionally interact with CRH staff, providers, patients, vendors, and others outside the organization. Dependable, eager to learn, and able to maintain confidentiality and professionalism. Valid driver's license in good standing.
