JOB DESCRIPTION

Job Title IT Technician FLSA Non-Exempt Reports to GM of IT Infrastructure Operations

Grade

I Location

Denver, CO

Band 1B

Summary/Objective
The IT Technician plays a crucial role in ensuring the smooth operation of the organization’s technology infrastructure. This position is responsible for diagnosing and resolving hardware and software issues, thereby minimizing downtime and enhancing productivity. The IT Technician will install software, hardware and operating systems, assisting, diagnosing and troubleshooting technical issues with computers or office equipment. The IT Technician is expected to be an expert in multiple computer systems and programs.

Essential Job Functions

Install, configure, and maintain operating systems, including Microsoft Windows.
Manage and support network infrastructure, including wireless networking and network administration.
Troubleshoot system errors and failures.
Scans for and removes computer viruses.
Repair and maintain laptops.
Document and maintain records of all technical issues and resolutions to improve future support.
Field incoming help requests from end users via telephone, web-based ticketing system, and e-mail in a courteous manner. Resolve IT tickets assigned timely.
Prioritize and schedule problem resolution. Escalate problems (when required) to the appropriately experienced technician.
Maintain and track assets inventory.
Provides technical support in identifying, investigating, and resolving end user’s computer software and hardware issues
Administer new user accounts, work email addresses, and access levels to new employees to ensure they have everything they need to work efficiently.
Test fixes to ensure the problem has been adequately resolved.
New systems readiness with all preloaded applications like MS Office, Anti-Virus, patches, and client applications
Ensuring monthly Anti-Virus and patch management is updated.
Perform duties in compliance with Company’s policies and procedures, including but not limited to those related to HIPAA and compliance.

Key Success Indicators/Attributes

Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong documentation skills

Supervisory Responsibility

Work Environment

This job operates in a remote home office environment. This role routinely uses standard office equipment such as computers and phones.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle, or feel objects, tools or controls, such as operating a computer keyboard, mouse, power tools and other computer components; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; and talk or hear. The employee must occasionally lift or move up to 25 pounds (such as computers or peripherals). Specific vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are generally Monday through Friday, 8:00 a.m. to 5 p.m. This position occasionally requires long hours and weekend work. Flexible work hours may be required on an as needed basis for Data Center support. This position will be in Denver, CO and will travel into the Denver office site daily.

Travel

Minimal travel required; up to 5%

Required Education and Experience

Associate degree in Information Technology, Computer Science or a related field.
At least 3 years’ proven experience in laptop hardware and software troubleshooting, OS installation, and configuration in a business services environment.
Strong understanding of network administration and wireless networking.
Experienced application support with Microsoft Office, and Remote Connection Software

Preferred Education and Experience

Knowledge of IT asset management.
Knowledge of ITIL framework
Basic knowledge on O365
IT Technician certification.

Additional Eligibility Qualifications

None

Security Access

In addition to the specific security access required for the IT Technician, the employee will have access to the Omega systems set forth in the “Standard Office Employee” profile.

Microsoft Office

ADP

Oracle

E3- Supervisors, Managers, Office Employees

Standard Employee

Standard

AAP/EEO Statement

Omega is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Employee may perform other duties as assigned.

Founded in 2003, Omega Healthcare Management Services™ (Omega Healthcare) empowers healthcare organizations to deliver exceptional care while enhancing financial performance. We help clients increase revenues, decrease costs, and improve the overall patient-provider-payer experience through our comprehensive portfolio of technology and clinically enabled solutions. Omega Healthcare has 30,000 employees across 14 delivery centers in the United States, India, Colombia, and the Philippines. For more information, visit www.omegahms.com.