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IT Assistant
Rochester, NY (http://maps.google.com/maps?q=1669+Lyell+Ave+Rochester+NY+USA+14606)
Description
ABOUT MONROE AMBULANCE
Monroe Ambulance was founded in 1975 with a simple vision by its founder, Eileen Coyle, to provide the highest quality pre-hospital care available to our community. She instilled her core values into the next generation of management. In the hands of Thomas Coyle, CEO and President, her mission lives on with renewed energy and an “employee first” approach.
From decades of demonstration of excellence in the provision of patient care, Monroe has grown to over 245 employees, thirty-five vehicles and is responsible for nearly 2,000 square miles of suburban and rural settings, bringing vital medical services to suburban and rural communities.
POSITION OVERVIEW
The IT Assistant provides a critical contribution of ensuring readiness of critical systems used by dispatchers, managers, and all the patient care providers in the field who provide life-saving care to the residents of the communities for which we are responsible.
The qualified and successful candidate will be self-motivated and demonstrate a patient and helpful demeanor. Strong communication skills, a passion for helping others, and the ability to troubleshoot and resolve technical issues efficiently while creating and fostering a positive team environment are a must.
The primary function of the IT Assistant is to assist internal employees with technology matters and help desk style support. Additionally, this position is responsible for the technical portion of the employee onboarding process. Secondary responsibilities include computer add/move/change.
With the guidance from the IT Manager, incoming requests for assistance will be triaged (prioritized) to ensure business continuity.
JOB DETAILS
Full-time
Annual Salary Range: $44,700 - $52,000
ESSENTIAL JOB FUNCTIONS
Patient Care/Employee Care
Safety
Installs, configures, and updates operating systems and applications on new computers and mobile devices.
Performs routine maintenance and updates on computers, mobile routers, iPhones, and iPads.
Team
Serves as the first point of contact for technical support requests via the company’s ticketing system and/or other approved methods of reporting.
Provides timely and effective technical support while efficiently diagnosing and resolving technical problems with desktops, monitors, laptops, printers, mobile devices, and other IT equipment including A/V hardware and software (Zoom and Microsoft Teams).
Suggests / provides training and guidance to users utilizing software including but not limited to: Microsoft 365 file sharing, Microsoft 365 suite - Outlook, Excel, PowerPoint, Word, Teams, SharePoint, and OneDrive.
Documentation
Documents and maintains records of technical issues, solutions, and support requests in trouble ticketing system, ensuring that a knowledge base is established for future review.
Identifies and recommends improvements to IT policies, procedures, and flows where efficiencies are identified.
Works collaboratively with the IT Manager to relay accurate information when escalating any unresolved issues.
NOTE: This document describes typical duties and responsibilities and is not intended to limit management from assigning other work as required.
Requirements
High school diploma or equivalent; technical certifications or education a plus.
At least one year’s proven experience working at a help desk or technical support role.
Strong knowledge of desktop computer systems, along with basic hardware and software troubleshooting.
Experience with Windows 10/11 and iOS/iPadOS operating systems.
Ability to troubleshoot and resolve technical issues efficiently.
Pull cable point to point and terminate properly.
OTHER SKILLS/ABILITIES
Experience in the administration of Office 365 is a plus.
Ability to work in a team environment.
Excellent written and verbal communications skills.
Interpersonal and organizational skills
Experience with remote support tools preferred.
Strong attention to detail and problem-solving abilities.
Ability to work and learn both independently and collaboratively.
PHYSICAL DEMANDS
Routinely operates a computer and other equipment.
Occasionally work from heights/ladder
Must be able to remain in a stationary position at least 50% of the time.
Must be able to routinely move about the office to access and repair equipment unassisted.
Must be able to clearly communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
Must be able to observe details at close range (within a few feet of the observer)
Must be able to frequently move equipment weighing up to 75 pounds in and around the facility.
WORK ENVIRONMENT
The noise level in the work environment ranges from that of an office setting to that of an automotive repair facility.
Must be able to travel to other locations for work purposes such as posting locations throughout Monroe and Orleans Counties.
*Additional Salary Detail
The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, years of experience, qualifications, expertise of the individual, and internal equity considerations.
Monroe Ambulance is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law.