IT Tech II- Poway

The IT Technician will provide technical assistance and support for incoming tickets related to computer systems, portable electronic devices, software, and hardware. Respond to helpdesk tickets in person, over the phone, email, or via the user portal. Install, modify, and repair computer hardware and software. Assists the team by investigating current environment, recommending solutions, escalating as needed, and integrating standard solutions. Additionally, complete projects such as running reports, maintaining logs, and maintaining end-user set-ups of various security and systems, new client site walks, and other client onboarding functions.Serves as first line triage and level 1 support for end users by way of phone, email, or user portal. Work through the ticketing system to prioritize and communicate with end users for their IT support needs. Provisioning, configuring, and supporting computers, tablets, desk phones, and mobile devices. Moderate troubleshooting of IT issues. Moderate understanding of IT concepts: VoIP, DNS, FTP, IP static/dynamic, RDP, HTML, and VPN. Identify and escalate situations requiring urgent attention in a timely manner and document accordingly. Administration of software (suite software, internal software, printer drivers, etc.). Provisioning, inventorying, and dispersal of IT supplies. Create and maintain all IT-related documentation for supported sites. Setup new users and support resources of terminated users. Must be able to travel to local satellite offices to provide on-site support 30-50% of the time. Responsible for coordinating the shipping and receiving of assets between hardware vendors and PHMG locations. Assist running morning reports/scans to confirm all systems are good. Moderate understanding of MS Office Tools, Office365, SharePoint, Teams, and OneDrive. Moderate understanding of proprietary software support. Occasional after-hours and weekend work as needed. On-call rotation. Maintains, diagnoses, and resolves client hardware, software, and peripheral issues, such as workstations, printers, MFDs, IDFs, phones, and other peripherals, along with related documentation. Assist IT Leadership with escalations. Assist Sys Admins and Network Admin with any support needs, including tape backups, reviewing logs, site visits, information gathering, boots on the ground, and 3rd party secure data transfers and imports. Maintain accurate inventory of assets.Ability to speak and read English at a level that is sufficient to satisfactorily perform the essential functions of the position. Knowledge of standard office equipment (i.e., calculator, fax, photocopier) and personal computer and computer software skills (i.e., MS Windows, Excel, Access, Word, PowerPoint, internet, e-mail). Windows computer skills including proficient use of keyboarding, use of mouse or keys for functions such as selecting items, use of drop-down menus, scroll bars, opening folders, copying and similar operations required upon employment or within the 1st two weeks of employment to perform the essential functions of the job. Performs other duties as assigned. Follows Palomar Health Medical Group rules, policies, procedures, applicable laws, and standards. Carries out the mission, vision, and quality commitment of Palomar Health Medical Group.Job RequirementsMinimum Education:

HS Diploma or equivalentPreferred Education:

Not ApplicableMinimum Experience:

4+ years of general IT experience, preferably supporting end users.Preferred Experience:

Experience with different OS versions, including Windows XP, 7, 10, Mac 10.15+, Server 2003-2022, Advanced experience with Active Directory, Advanced troubleshooting skills.Required License:

Not ApplicablePreferred License:

Not ApplicableRequired Certification:

Not ApplicablePreferred Certification:

ITIL v3 or 4We are an equal opportunity employer and do not discriminate against applicants or employees based on race, color, gender, religion, creed, national origin, ancestry, age, disability, sexual orientation, marital status or any other characteristic protected by law.

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