Under general supervision, performs a variety of activities requiring independent judgment and accuracy. Provides computer technology support under the direction of the supervisor and/or director. 1. Provides helpdesk support and resolves problems to end users satisfaction as feasible. Serves as resource to other technical support staff, and assists in diagnosing and troubleshooting computer, software or network malfunctions. 2. Utilizes online helpdesk database and tracking system. a. Monitors and responds promptly and effectively to requests received. b. Monitors helpdesk tickets assigned to queue, and processes on first-in, first-out priority. c. Identifies help desk requests involving more complex or network-wide issues, or communications system, notifies supervisor, and initiates immediate repairs or corrections. 3. Responds to equipment malfunctions by referring to operating instructions or advising supervisor of major malfunctions. May contact vendors for service call assistance in repairing or correcting equipment malfunctions. 4. Assists in ensuring data integrity and information security by monitoring for system breaches, including incidents involving protected health information and notifies supervisor. 5. Modifies configurations, utilities, and software default settings based on established protocol for local workstation. Ensures each workstation has necessary equipment based on protocol 6. Assists with onboarding/offboarding, or status changes of users. a. Assigns users and equipment to proper groups. b. Adds users to proper group within phone system. 7. Installs, tests and configures new or modified workstations, peripheral equipment and software based on predefined setup. 8. Updates inventory of equipment, software and software licenses 9. Performs timely workstation hardware and software upgrades as required. 10. Documents problems and user issues, and reports to supervisor. 11. Supports training of staff in use and proper application of databases, group sites, software, hardware, and communications. Assists in training and supporting other technical support staff. 12. Performs other duties and responsibilities as necessary in response to emergencies, workloads or staffing shortages. Works flexible hours as needed. 13. Supports training of new co-workers and staff in use and proper application of databases, manuals, and office equipment and software. 14. All other duties as assigned by Coordinator/Manager. 1. Participates in agencys Emergency Preparedness Incident Command Systems (ICS) as assigned. 2. Maintains up-to-date vaccines including flu (influenza,) in accordance with CDC guidelines: Recommended Vaccines for Healthcare Workers.