IT Support Technician

About the Role

The role entails working in a fast-paced environment, where no two days are the same. You will be expected to stay up-to-date with the latest technologies and trends, and to continually improve your skills and knowledge to meet the evolving needs of the organization. As a team player, you will work closely with colleagues from various departments to ensure that IT systems are aligned with business objectives and that employees have the tools and support they need to excel in their roles.

Avalere Health is committed to creating a culture of inclusion, diversity, and equity, where every employee feels valued and empowered to contribute their best work. As an IT Support Technician, you will be part of a dynamic team that is passionate about making a positive impact on the lives of patients and families.

What You Will Do

• Provide technical support to employees, either in-person or remotely, to resolve hardware, software, and network issues
• Manage and prioritize tickets, ensuring timely and effective resolution of technical issues
• Install, configure, and maintain IT hardware and software, including laptops, printers, and mobile devices
• Collaborate with vendors to troubleshoot and resolve technical issues with external systems and services
• Develop and maintain documentation of IT processes and procedures, to ensure knowledge sharing and continuity
• Implement file and folder permissions, and manage access to sensitive data and systems
• Provide training and support to employees on the use of IT systems and software
• Participate in the development and implementation of IT projects, to improve the efficiency and effectiveness of the organization
• Stay up-to-date with emerging trends and technologies, and make recommendations for improvements to IT systems and processes
• Adhere to asset management processes, to ensure accurate recording and tracking of company resources
• Engage with employees to understand their technical needs and provide tailored support and solutions

What We Are Looking For

• 2+ years of experience in IT support, preferably in a healthcare or similar industry
• Strong knowledge of IT hardware and software, including Windows operating systems, Microsoft Office, and cloud-based applications
• Excellent problem-solving skills, with the ability to analyze complex technical issues and develop effective solutions
• Strong communication and interpersonal skills, with the ability to work effectively with colleagues and employees at all levels
• Ability to work in a fast-paced environment, with multiple priorities and deadlines
• Experience with IT service management tools, such as ticketing systems and knowledge bases
• Familiarity with cybersecurity principles and best practices, to ensure the confidentiality, integrity, and availability of IT systems and data
• Ability to lift up to 25 pounds, to move equipment and supplies as needed
• High school diploma or equivalent required, with a degree in computer science or a related field preferred

Nice to Have

• Experience with IT project management, to lead and coordinate the implementation of IT projects and initiatives
• Knowledge of scripting languages, such as PowerShell or Python, to automate tasks and improve IT efficiency
• Familiarity with cloud-based services, such as Amazon Web Services or Microsoft Azure, to support the organization's cloud migration strategy
• Certification in ITIL or a related framework, to demonstrate expertise in IT service management

Benefits and Perks

• Competitive salary and benefits package, with opportunities for professional growth and development
• Comprehensive health insurance, with medical, dental, and vision coverage
• 401(k) retirement plan, with company match to support your long-term financial goals
• Generous paid time off, with holidays, vacation days, and sick leave
• Flexible work arrangements, with opportunities for remote work and telecommuting
• Professional development opportunities, with training and education programs to support your career growth
• Access to cutting-edge technology and tools, to stay up-to-date with the latest trends and innovations
• Collaborative and dynamic work environment, with a team of passionate and dedicated professionals
• Opportunities for community involvement and volunteer work, to make a positive impact on the lives of patients and families

• Be prepared to provide specific examples of your technical expertise and problem-solving skills, and to explain how you have applied these skills in previous roles.
• Show enthusiasm and interest in the company's mission and values, and demonstrate how your skills and experience align with these.
• Research the company's technology stack and be prepared to ask informed questions about the role and the organization.
• Highlight your ability to communicate complex technical concepts to non-technical stakeholders, and provide examples of how you have done this in the past.
• Consider creating a portfolio or repository of your work, to demonstrate your technical skills and experience to potential employers.
• Be prepared to discuss your experience with IT service management tools and frameworks, and to explain how you have used these to improve IT efficiency and effectiveness.