IT Support Technician I

True Health
August 1, 2020
Sanford, FL
Job Type



Provides computer support to local and remote users for all locations. Receives calls and requests for services through True Health's Ticket System. Creates initial record of the request and resolves all tier one end-user issues over the phone or escalates to next level of support to more senior technical support employees within the IT Department (as appropriate). Performs appropriate issue diagnosis and guides users through step-by-step solutions, clearly and effectively communicates technical solutions in a user-friendly, profession manner. Assists the IT Department in the pricing for any equipment, hardware, and software needs within the department. Provides support on all currently supported applications. Troubleshoots computer problems, determines the source, and advises an appropriate action. Completes application project-based work. 


  1. Respond to request for technical assistance in person, via phone or electronically through the Ticket System. 
  2. Diagnose and resolve technical issues (hardware, software, user access, etc.). Perform hardware and software installations as required. 
  3. Research questions using available information resources. 
  4. Advise users on appropriate actions. 
  5. Follow standard help desk procedures and phone etiquette. 
  6. Log all help desk interactions. Update the Ticket System at all times. 
  7. Redirect problems to appropriate resources. 
  8. Identify and escalate situations requiring urgent attention. 
  9. Apply diagnostic techniques to identify problems, investigate root causes, and recommend appropriate solutions. 
  10. Stay current with system information, changes, and updates based on current equipment and software needs. 
  11. Install, configure, deliver, tag, and remove computer hardware, software, and peripherals. 
  12. Troubleshoot computers, printers, scanners, phones, smartphones, and other peripheral devices over the phone and in person. 
  13. Maintain documentation and coordinate timely repairs and upgrades. 
  14. Appropriately maintain department files. 
  15. Assure good communication and coordination exists between True Health and its agencies, vendors, and the general public; provide assistance and support as needed. 
  16. Assure IT functions are followed in accordance with established standards, polices, and procedures. 
  17. Prepare reports as required. 
  18. Maintain current knowledge of relevant technologies as assigned. 
  19. Participate in special projects as required. 
  20. Assume ownership of user issues and strive to provide excellent services to all staff. 
  21. Must be able to provide support outside of regular business hours as required, including the ability to be on-call as needed. 
  22. Other responsibilities as assigned.  
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