IT Support Technician-Woodward

Scheduled Shift: Days and shifts will vary based on business needs.

Location: Woodward

Job Summary

The IT Support Technician is the initial point of contact for the Information Technology department.

Being a member of the IT Support team that serves end users 24 hours/day, 7 days/week, 365 days/year,

can be rewarding to grow in your IT knowledge. Creating support tickets which co-inside with their

respective issues are resolved or escalated to the appropriate team to handle. These support tickets can

include issues related to applications, IT hardware or the networks that they engage on. A working

knowledge of networks, IT Security procedures, telephony and laboratory applications or environments is desired. Customer communications, update activities and appropriate escalations are IT Support

Technician responsibilities. The functions performed in this job description are considered technical and

customer service oriented.

Essential Functions

• Triage all incoming support requests relating to IT systems via phone call, support portal requests
  
  

or emails.

• Ensures call volumes are managed including triaging calls as required.
• User Access Administration:
• Establish and manage employee onboarding and Password Resets/Account unlocks.
• Perform account maintenance and account deletion/disabling procedures.
• Provides Tier 1 Workstation/Application support, by providing first call resolutions.
• User support for Microsoft applications including but not limited to Outlook, Word, Excel, and
  
  

Windows 10.

• User support for laboratory applications.
• Demonstrate troubleshooting related to hardware or OS issues and provide detailed
  
  

troubleshooting steps in the support ticket.

• Well-documented incident details and complete a properly formatted support ticket for routing to
  
  

appropriate IT teams for escalated support tickets.

• Engages with internal and external end users during system wide outages.
• Adheres to standards, policies, and pre-established guidelines to perform the functions of the job.
• Suggests process improvements to IT Supervisor in areas that could positively impact the business
  
  

and the level of support.

• Maintains confidentiality and privacy of employee and company sensitive data.
  
  

The above statements describe the general nature and level of work being performed by individuals

assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties

required of personnel so classified.

Minimum Qualifications

MINIMUM EDUCATION:

• High School Diploma or equivalent
  
  

Minimum Experience

• Two (2) years’ relevant experience in Information Technology with knowledge of Windows
  
  

platforms, software products knowledge and application support. OR equivalent combination of

higher education and experience equal to two (2) years of experience.

Other Requirements

• Requires expert knowledge of assigned computer applications.
  
  

Preferences

• Advanced knowledge of the following:
• MacOS
• Microsoft Active Directory
• Microsoft365
  
  

TriCore is New Mexico’s largest laboratory, employing more than 1,400 individuals who serve in a broad range of positions. We are dedicated to improving the quality of care for our communities, and also our employees. We foster a culture of integrity, are dedicated to excellence, and are looking for passionate individuals with a desire to have an impact in patient care, the core of our strategy. We offer excellent benefits including, medical, dental, vision and life insurances, 401(k) retirement plan with employer matching, PTO, and paid holidays, as well as opportunities for continuous learning, education assistance, wellness programs, career advancement, and the ability to share in our genuine commitment to the health of our communities. We offer a variety of shifts at multiple locations.