Summary

The role of a Hardware and Support Technician colleague is to help ensure the seamless success of technology use within our organization. This role comes with core responsibilities and an expected desire to learn new technologies and promote self-development.

Hardware Support includes managing Millennia colleague computer equipment inventories and configurations. This includes colleague on- and off-boarding through managing orders, shipments, and equipment recovery, in addition to coordinating replenishments, equipment disposal, and performing periodic auditing.

Technician support includes contributing to ticketing and colleague on-call support for most technical issues and needs. Common duties will range from system performance and audio problem troubleshooting to user account management and monitoring and maintaining various systems.

Weekly metrics will be gathered to track trends and establish opportunities for improving the role of IT in our organization.

Essential Duties and Responsibilities:

• Uphold and abide by all HPIAA security and compliance rules and laws.
• Exhibit and maintain exceptional customer service skills.
• Ability to work remotely without interruption and regularly attend department meetings.
• Fastidiously maintain an inventory system of equipment, including physical inventory in office.

· Disposal or recycling of deprecated or broken equipment.

• Equipment receipt, unpacking, cleaning/sanitizing, configuring, testing, and packaging for shipment.
• Work and coordinate with colleagues and shipping companies to oversee computer equipment shipping and receiving around the country.
• Process helpdesk tickets through our Jira ticketing system.
• Assist colleagues with a wide breadth of IT related issues, primarily related to deskside support.
• Add and remove colleagues from Active Directory, Office 365, and other system accounts.
• Installation, configuration, and troubleshooting of OS images and software.
• Update and maintain documentation.
• Provide onboarding setup and training to individual colleagues and multi-colleague new hire classes.
• Ability to lead monthly multi-colleague onboarding training class sessions.
• Ability to work in a team environment and assist teammates with troubleshooting more complex issues.

Competencies:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

This individual needs to possess natural ease in dealing with people, an ability to present themselves with confidence, speak before an audience, handle themselves professionally and compassionately toward others, and demonstrate a mature thought process to train and troubleshoot topics relevant to their audience. They must also have the flexibility and level-headedness required to respond to difficult situations with ease, loads of enthusiasm, and most importantly a passion for the subject matter that is being presented. This individual must demonstrate a commitment to Millennia’s core values (Compassion, Commitment, Expertise, Innovation, Transparency).

Minimum Qualifications:

• College degree or equivalent work experiencein a related field is preferred.
• Must be physically fit to move around and lift 50lbs.
• Excellent verbal and written communication skills.
• Exhibit a process-oriented mindset with exemplary documentation skills.
• Excellent time management, prioritization, and organizational skills.
• High empathy skills and understanding of effective troubleshooting and teaching methodologies and the willingness to keep abreast of new techniques and related technologies.
• Key attributes include the ability to public speak, exude confidence, and remain knowledgeable on all requisite materials.
• Daily end user support and issue root cause identification.
• Strong Ticketing system documentation skills (Jira/Atlassian preferred) and SLA management.
• Experience with PC and Mac hardware (desktops and laptops).
• Knowledge of multiple OSs and Applications (OSX, Windows, Linux, Office 365, Chrome).
• Experience with remote assistance tools (VNC, Dameware, etc.).
• Experience with troubleshooting printers.
• Active Directory user account administration.
• Working knowledge of VMs vs. Physical PCs.
• Working knowledge of networking concepts.

Preferred Experience:

• 3 or more years’ experience in Help Desk Support or Computer Support.
• Experience in a HIPAA, and SOC 2 or HITRUST certified environment.
• CompTIA A+ and Net+ certifications.
• Prior work with VMware products and remote Horizon VDI users with Zero/Thin Client endpoints.
• Healthcare industry background.
• Configuration and troubleshooting web cams and video conferencing equipment.
• Configuration and troubleshooting RDP and VPN connections

Work Schedule:

This position works a regularly scheduled 40-hour workweek; hours are flexible and may extend earlier in the day or later in the evening as duties necessitate; this position is exempt and not eligible for overtime pay. This position requires approximately 50% of time in the office and some travel may be necessary to other company locations in NC.

Job Type: Full-time

Pay: From $55,000.00 per year

Benefits:

• Employee assistance program

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Rocky Mount, NC 27804: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: One location

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