IT Support Technician Associate

Schedule Weekly Hours:

Gundersen Health System is looking to add an IT Support Technician Associate to our Information Systems Customer Service team.

What You'll Do:

You will be responsible for first-level technical customer service to the healthcare computer end-user community both over the phone and at the workstation, including installation and repair. This position also reports and obtains status for all problems related to Information Systems, tracks the issues, and provides effective follow-up. Provide computer end-users with support for authorized software and hardware configurations, maintain PC hardware and software at the desktop level, work with other team members to escalate and resolve issues as needed, and follow appropriate procedures related to customer support. This position diagnoses and identifies repair options and implements solutions for end users. This position can also act as a resource for junior positions. This position may require occasional extended hours beyond 8/day or 40/week.

What's Available:

• Fulltime, 80 hours biweekly (1.0 FTE)

• Schedule: Monday-Friday days

• Location: Onalaska, Wisconsin with the potential to have some hybrid work flexibility

• Starting pay of $20.39/hr and up, based on relevant years of experience

What You'll Need:

• Associate degree in IT required or equivalent years of experience and education

• Valid Driver's License (DL)

• Prior IT Support/Helpdesk work experience preferred

• Strong customer service and problem-solving experience

In addition to this important work, we offer a competitive total reward package:

• Benefits:In addition to medical and dental, we have pet insurance and a substantial contribution to retirement

• Work/life balance:24/7 Employee Assistance Program for employees and their families, generous PTO and paid holidays

• Professional Development:Tuition Invest Program totaling up to $3k per year, access to a catalogue of hundreds of internal courses, corporate incubator, Career Development Center

• Diversity, Equality, Inclusion: 12 months of Celebration to include monthly educational events

If you are looking to be a part of a stable and mission driven organization, we welcome you to apply!

Provides first-level customer service and support for IT systems, hardware, and software, using automated tools and other enterprise specific applications. This position may require occasional extended hours beyond 8/day or 40/week.

In ITDS, we are committed to a culture of service to all that is built on the foundational values of respect, transparency, and trust. The culture of service includes providing excellent customer service to the end-users by adhering to these principles:

• In every interaction, display active listening and communicate in a clear, respectful, and timely manner across a variety of channels (in-person, phone, email, live chat, etc.).

• Maintain an empathetic, calm and professional attitude toward colleagues and end users.

• Collaborate within and across teams and departments to resolve issues quickly and efficiently.

Major Responsibilities:

1. Requires monitoring responsibilities that include identification, isolation and escalation of problems relating to hardware, software and network related issues, working with Information Systems staff to provide timely and accurate resolution of problem/situation.

2. Assists in diagnosing problems, identifying repair options and implementing solutions for end users.

3. Responsible for the day-to-day clinic and hospital computer support.

4. Performs work under direct supervision. Handles basic issues and problems, and refers more complex issues to higher-level staff. Possesses beginning to working knowledge of subject matter.

5. Performs work under direct supervision.

6. Handles basic issues and problems, and refers more complex issues to higher-level staff.

7. Possesses beginning to working knowledge of subject matter.

8. Adheres to regular and predictable attendance.

9. Performs other duties as assigned.

Education and Learning:

REQUIRED

Associates degree required or equivalent years of experience and education

Work Experience:

No experience required

License and Certifications:
REQUIRED
Valid Driver's License (DL)

Age Specific Population Served:
(N/A)

OSHA Category:
Category III - No employees in this job title have a reasonably anticipated risk of occupational exposure to blood and/or other potentially infectious materials.

Environmental Conditions:
Not substantially exposed to adverse environmental conditions (as in typical office or administrative work).

Physical Requirements/Demands Of The Position:
Sitting Frequently (34-66% or 5.5 hours)
Repetitive Actions - Fine Manipulation Continually (67-100% or 8 hours)
Lifting - Floor to Waist Occasionally (6-33% or 3 hours) Number of lbs 50-75

If you need assistance with any portion of the application or have questions about the position, please contact HR-Recruitment@gundersenhealth.org or call 608-775-0267

We inspire your best life by relentlessly caring, learning and innovating. This is our purpose. Together with our values - belonging, respect, excellence, accountability, teamwork and humility - our pillars set our foundation and our future.

Equal Opportunity Employer