Job description

Job Summary:
Under the supervision of the Chief Information Officer this position provides technical assistance and support services for inquiries or issues related to the operation of computer systems, software, and hardware. Support responses to inquiries are either in person or over the phone. The IT Technician will respond to email messages and helpdesk tickets for resolutions to user issues. This position is also responsible for imaging, installation, modification and repair of computer hardware and software.

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Essential Functions: *
1. Provide first level contact and convey resolutions to user issues.
2. Properly escalate unresolved helpdesk tickets/issues to the next level of support.
3. Walk users through problem solving process.
4. Assist users to identify hardware, software, and procedural requirements.
5. Follow up with users, provide feedback and see problems through to resolution.
6. Ensure proper recording, documentation, and closure.
7. Configure and manage computers, printer, and other multimedia equipment.
8. Stays abreast of leading-edge information technology and healthcare software applications.

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Competencies: *
1. Knowledge of computer hardware, software, voice, and data communications including compatibility and system configuration.
2. Skilled in various Windows operating systems and MAC OSX preferable.
3. Ability to be oriented to end-user support needs across multiple sites.
4. Proficient in MS Office, Outlook, IE and Active Directory.
5. Possess excellent oral and written communication skills.
6. Basic knowledge of mobile device settings.

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Education and Work Experience: *
1. Associate degree.
2. Minimum 2 years’ experience providing help desk support in information systems. Healthcare setting preferred.
3. Electronic Health Record and/or eClinical Works experience preferred.

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Environmental/Working Conditions: *
Office setting, well-ventilated and well lighted. Work involves frequent telephone contact with staff. Work may be stressful at times. Interaction with others is constant and interruptive.

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Physical/Mental Demands: *
Normal office environment. Work is typically performed at a desk or table requiring the use of standard office equipment. Intermittent sitting, standing and stooping. May view computer screen for long periods of time. Work may be stressful at times. Interaction with others is constant and interruptive. Position will require travel to various offices.

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OTHER DUTIES: * This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Job Type: Full-time

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