System Support - PC Technician

POSITION SUMMARY

Provide system support for CHG end users to include the Installation, configuration and maintenance of all end user-related hardware, software, and peripheral devices. The Systems Support/PC Technician is also expected to support the system administration team as needed.

COMPLIANCE WITH REGULATIONS

Works closely with all departments to ensure that the processes, programs and services needed are delivered in a timely and efficient manner. The Support Technician will also ensure the desktop infrastructure operates in accordance with CHG policies and procedures as well as compliance with applicable state and federal regulations including all HIPAA, CMS and/or Medicare Part D, DHCS and DMHC.

RESPONSIBILITIES

• Provide Tier 1-2 technical support for CHG end users, including installation, configuration, and support of Windows desktop operating systems, enterprise, industry-specific, and in-house developed applications, while delivering a high level of customer service.
• Manage and document incidents and service requests using IT service management (ITSM) tools.
• Support Windows 10/11 and mobile device platforms (iOS, Android, macOS if applicable).
• Troubleshoot Microsoft 365 applications including, but not limited to Outlook, Teams, OneDrive, and SharePoint.
• Manage user accounts and access using Active Directory and Azure AD (Entra ID).
• Support identity services including Single Sign-On (SSO) and Multi-Factor Authentication (MFA).
• Create system data reports using endpoint management tools and collaborate with systems analysts to ensure accuracy and reliability of workstation data and reporting processes.
• Utilize remote support and Remote Monitoring and Management (RMM) tools to assist on-site and remote users.
• Assist with email and collaboration systems (Exchange Online, Teams voice/video).
• Support VPN connectivity and basic networking issues (Wi-Fi, VLANs, VoIP).
• Participate in basic cybersecurity response (phishing, compromised accounts, endpoint isolation).
• Create and maintain technical documentation, knowledge base articles, and user guides.
• Provide audio/visual support and after-hours support as needed.
• Utilize sanctioned AI tools (e.g., Microsoft Copilot, ChatGPT) to assist with troubleshooting, documentation, and knowledge base creation, and provide basic support to employees using AI technologies.
• Identify and implement opportunities to automate routine helpdesk tasks using AI and scripting tools to improve efficiency and service delivery.
• All work must be performed while maintaining a safe and clean work environment (i.e. computer lab, data center, and IDF/MDF network closets).
• All other duties assigned.

EDUCATION

• Bachelor's degree in Computer Science, Information Technology, or related field preferred;
• CompTIA certifications; A+, Network+
• MS-900: Microsoft 365 Fundamentals

EXPERIENCE/SKILLS

• 2+ years of IT support experience (healthcare environment preferred)
• Strong knowledge of Windows 10/11 and Microsoft 365 ecosystem.
• Experience with Azure AD (Entra ID) and Active Directory.
• Proficient knowledge in hardware and software troubleshooting.
• Familiarity with Microsoft Intune / Endpoint Manager.
• Experience with remote support and ticketing systems (e.g., ServiceNow, Jira).
• Experience supporting VoIP and collaboration tools.
• Experience with Mobile Device Management and iOS devices.
• Experience with the process of computer and laptop imaging.
• Exposure to virtualization (VMware, Azure Virtual Desktop, or similar).
• Knowledge with Exchange 2019, Exchange SE, Exchange Online.
• Basic knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN), client-server architecture, and cabling.
• Basic knowledge of Windows Server environments (2016, 2019, 2022), including user management, group policy, and system administration fundamentals.
• Familiarity with AI-assisted tools for IT support, including prompt usage and validation of AI-generated solutions.
• Understanding of responsible AI use, including protection of sensitive data (e.g., HIPAA/PHI) and security best practices.
• Current valid California Driver's License and proof of auto insurance.

PHYSICAL REQUIREMENTS

• May be required to work evenings, early mornings, on-call and weekends.
• Some driving may be required to include transportation of IT equipment in privately owned vehicle.
• Ability to lift up to 70lb.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.