Job Details
Description
SUMMARY:
This position is located on-site at our corporate office in Warwick, RI.
The IT Support Technician is responsible for the end user computing environment, including laptops, computers, and peripherals and how hardware communicated with operating systems and user programs. This position contributes to the overall operation of the organization and customer deployments by maintaining corporate-wide networked resources including hardware and software deployment and installation. The IT Support Technician engages in troubleshooting and problem resolution for hardware, software, networking, and user accounts using diagnostic and help request tracking tools, as well as in-person, hands-on help at the desktop level.
Schedule
Principle Duties And Responsibilities
- Set up, install, and maintain new laptops, computers, clinical workstations, peripherals, and software to allow end users to execute their jobs.
- Interact professionally with internal and external end users from all levels of customers to help them better interact with technology and troubleshoot related issues.
- Triage issues for and with end users; resolve issues where possible. Record, track, and document the service desk incident-solving process through to final resolution, including all successful and unsuccessful decisions made and actions taken.
- Address end user requests in area of responsibility and as assigned. Document all related activity in service desk incident and request system.
- Create and maintain internal- and external-facing documentation related to installation, troubleshooting, and issue resolution in shared knowledge base.
- Assist with inventory auditing procedures to maintain an accurate account of licenses, hardware, and software.
- Install server- and workstation-based software as needed.
- Assist with day-to-day tasks and projects/upgrades as needed to help meet organizational and customer goals.
- Create and maintain images for laptops, computers, and workstations; update as needed to add, update, and remove systems.
- Provide basic telecommunications support.
- Facilitate the process to properly wipe company data from retired storage and ensure that equipment is properly disposed of according to security policy.
- Collaborate with other staff to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes.
- Conduct research on hardware, software, and systems products to justify recommendations and to support purchasing efforts.
- Act as an escalation point of contact for advanced or difficult incidents and requests; provide basic clinical software support to address issues when possible.
- Act as the point of contact with vendors and suppliers, providing information and support to resolve issues and facilitate collaborative relationships.
- When required, escalate incidents and provide accurate documentation to management, suitable technician, or vendor.
- Install antivirus software and ensure virus definitions are up to date.
- Install operating systems and hardware patches to ensure highest level of security.
Basic Knowledge/Skills
- Familiarity with, but not limited to, Microsoft Office suite products, Active Directory, DNS, DHCP, Anti-virus software, and image cloning software.
- Proven written and oral communication skills.
- Interpersonal skills to interact with all levels of internal and external users and vendors.
- Ability to communicate ideas in both technical and user-friendly language.
- Highly self-motivated and directed, with keen attention to detail.
- Proven analytical and creative problem-solving abilities.
- Ability to prioritize and execute tasks.
- Strong customer service orientation.
- Ability to work in a team-oriented, collaborative environment.
Experience
- Minimum one (1) year of experience installing, troubleshooting, and maintaining computer hardware and software in a multi-protocol WAN environment preferred.
Education/Certifications
- Associate degree in computer science or equivalent.
- A+ and Microsoft certifications preferred.
Physical Demands
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. This description is not intended to be a complete statement of the position, but rather to act as a guide to the general work to be performed. The requirements are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The individual's competencies and customer requirements impact the actual role performed. Walks and stands intermittently throughout the day. Must be able to lift up to 50 pounds.
Join an award-winning organization! With numerous private, state-of-the-art medical diagnostic imaging facilities, join the team that has been providing Rhode Island with imaging excellence for over 80 years! The American College of Radiology has named RIMI one of the first outpatient diagnostic imaging Centers of Excellence in the country and the first in Rhode Island. RIMI also has the honor of being named an eight-time winner of Providence Business News' Healthiest Employers of Rhode Island Award, most recently in 2025!
RIMI offers best-in-class benefits to eligible employees including multi-tiered health plans, flexible spending accounts, generous paid time off, 401(k) plan with profit sharing component, uniform reimbursement, company "swag," yearly reimbursement for continuing medical education, educational assistance (reimbursement) program, student loan repayment program, and career development opportunities. Enjoy competitive pay and all in our innovative culture that consistently provides the highest levels of quality, safety, technology, and patient care.
