Primary Accountability

This onsite IT Support Services Specialist Tier I Position is a member of a cross-functional high performance team. This exciting, at times challenging, position provides support for applications, connectivity and workflows commonly found on healthcare desktop computing devices.  Moreover, this position requires the technical acumen to install applications and perform some Windows OS and desktop application configuration common to support service tasks. The individual must have a strong ability and desire to effectively assist customers, a willingness to continue to learn and grow while working as a valuable team member. 

Description of Primary Responsibilities

1. Serve as a Support Service Technician and IT liaison to non-clinical, clinical staff and providers.
2. Take the personal initiative to engage customers, team members, vendors, and technical support specialist, and consultants to solve technical IT related issues.
3. Demonstrate an effective professional acumen to work successfully in a customer care first diverse team environment.
4. Take ownership to effectively engage and interact with team members to escalated end-user issues and provide first-line support to drive end user issue resolution.
5. At times, provide assistance to the team as cross-coverage.
6. As an IT customer liaison, at times, travel to distant CBHA facilities to effectively assist customers and identify opportunities to improve the customers IT ecosystem.
7. At times, work non-production hours to perform duties which otherwise impact healthcare delivery.
8. At times, provide remote technical support during on-call hours.
9. Develop and deliver end-user basic support materials and training for existing or new applications.
10. Develop and discuss with end-users proper use of applications, IT policies, and procedures.
11. Document, update, and maintain internal IS support services workflows and policies.
12. Actively participate in Support Service Help Desk meetings, Sprints, Engineering Design Meetings, and Departmental Meetings.

Technical Knowledge

  A basic working knowledge and experience in:

1. MS Windows 7-11 and basic understanding of Microsoft Server functions.
2. Learning, researching, installing, updating, and maintaining desktop applications.
3. Virtual applications and virtual desktops delivery.
4. Active Directory, Group Policy Objects (GPO), and file security.
5. Security roles and principles.
6. Client-Server-Database application delivery model.
7. IP Schemes, Networking TCP/IP, gateways, DNS and DHCP.  
8. Application workflow mapping.
9. Change control management practices.
10. The implementation of small to mid-size projects using project management strategies including constructing tasks, timelines while providing reports and updates.

Professional Development

1. Promote a positive work culture and uphold clinic policies and procedures while meeting the organizations behavior standards.
2. Successfully work in a team environment and promote an eagerness to assist with larger projects to continue to learn and gain technical expertise.
3. Consideration of the way the work affects other employees outside the department or functional area.
4. Must uphold confidentiality at all times in regards to activities, reports, financials, patient health information and other proprietary information.
5. Job responsibilities require individual development of priorities for effective performance of duties, including re-prioritization of current workload in response to changing circumstances.
6. Ability to work well as part of a high performance team and communicate current project developments with team members.
7. Devise effective solutions to situations encountered based on general goals and desired end-user outcomes.
8. Self-motivated with a personal desire for further development with certifications and training.

Requirements

1. Bachelor’s degree in computer science or related field from a recognized center for higher education and 1 year of work (or internship) related experience;
2. OR an Associate’s degree in computer science or related field from a recognized center for higher education with 2 years of work related experience;
3. OR no professional degree, but 4 years of experience in information technology with progressive advancements in IT.

Licenses & Certification

At least one or in the progress of obtaining one of the following:

Microsoft MCSE, MCSA, MCM, other MS certification; Citrix (any), VMware (any); industry standard professional level certifications like CompTIA A++ or Net +.

Benefits:

Please click here for an overview of our General Description of Benefits