Sobre

Creating Life Better Here starts with you. At San Juan Regional Medical Center, we're more than a healthcare provider—we're a values-driven organization dedicated to delivering exceptional care. As a team member, you help fulfill our mission to make life better here for our community. The IT Support Technician II provides Tier 1 and Tier 2 support for clinical and administrative end users, acting as both a hands-on technician and help desk escalation point. This role balances centralized ticket response with proactive rounding throughout hospital departments, maintaining high visibility and responsiveness. Emphasis is placed on achieving First Call Resolution (FCR), guiding junior technicians, and maintaining operational uptime of essential systems and peripherals. Required Behaviors: As you go about fulfilling this mission, your work habits and work relationships should embody SJRMC's values. These values are our culture, our identity as an organization. Sacred Trust, Personal Reverence, Thoughtful Anticipation, Team Accountability and Creative Vitality ask more of us than merely completing some list of tasks. Our values ask for a deeper level of commitment, and what is asked of us we freely give because we believe in our mission. Required Qualifications: Associate’s degree in IT-related field OR two (2) or more years of relevant IT support experience. Demonstrated experience with desktop OS support (Windows), Microsoft 365 tools, printers, and networking basics. Experience using service management platforms and escalation workflows. Proven ability to manage time effectively and support diverse users with varying technical proficiency. Manage relationships with trust, honesty, respect, and integrity. Ability to consistently provide world-class and excellent customer service. Preferred Qualifications: CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or similar credential. Knowledge of Active Directory, endpoint management, mobile device support, and EHR access workflows. Exposure to ITIL-based service operations or experience in a HIPAA-regulated environment. Duties and Responsibilities: Provide advanced support through phone, ticketing system, walk-up, and in-person rounding. Resolve issues related to operating systems, enterprise applications, network connectivity, and hospital peripherals. Monitor help desk queues, prioritize tickets, and lead efforts to close issues quickly and accurately. Escalate unresolved or critical incidents with full documentation and troubleshooting steps. Train and mentor Level I staff in customer service, technical troubleshooting, and FCR strategies. Participate in lifecycle tasks such as device imaging, deployments, inventory, and upgrade projects. Maintain accurate documentation in asset management, change tracking, and knowledge systems. Each caregiver is responsible for implementing SJRMC’s Service Standards into their daily work: Safety, Courtesy, Effectiveness, and Stewardship Physical Demands and Environmental Work Conditions: On-site during scheduled shifts and quickly responsive, remote support for off-hours twenty-four, seven (24×7) when allowed or approved; occasional travel. Frequent walking, standing, bending, crawling, and ladder use in tight or elevated spaces, plus extended floor rounding and computer work. Lifting and carrying of IT hardware and materials up to fifty (50) pounds. Participation in scheduled shift coverage and on-call support for emergencies, maintenance, and upgrades. Maintain a professional appearance, demeanor, and service-oriented communication in all interactions. As you go about fulfilling this mission, your work habits and work relationships should embody SJRMC's values. These values are our culture, our identity as an organization. Sacred Trust, Personal Reverence, Thoughtful Anticipation, Team Accountability and Creative Vitality ask more of us than merely completing some list of tasks. Our values ask for a deeper level of commitment, and what is asked of us we freely give because we believe in our mission. To learn more, visit us at https://www.sanjuanregional.com.