Position Summary:

This position is responsible for level one (1) help desk support tickets.  Helps resolve issues for users with printers, phones, laptops, desktops, and logon issues.  Attempts to determine root cause of issues.  Provides reporting for the help desk ticking system and makes sure tickets are completed in a timely manner as they are submitted.  Works with the IT team to ensure all users are provided with the necessary IT tools to perform their assigned duties.

This position may require travel to other locations within the organization. A company vehicle will be provided for this travel.

Essential Functions / Duties:

1. Demonstrates ability to represent Information Technology in a respectful and professional manner.
2. Completes assigned tasks per defined project scope, timelines, and budgets.
3. Understands interconnectivity and integration with Electronic Medical Records (EMR) and third-party applications. Works with internal and external IT teams on technical troubleshooting, integration, reporting and training.
4. Follows department standards and procedures.
5. Communicates effectively with technical team at all levels and with users at a non-technical and clinical level.
6. Alerts users of any outages, problems, or delays.
7. Maintains knowledge of health care, technology, and industry trends.
8. Train new users on IT policy/procedures, logons, and proper equipment usage.
9. Monitor and complete helpdesk tickets in a timely manner.
10. Assist with implementation of computer hardware and software.
11. Maintain, troubleshoot, and secure computer equipment, including but not limited to laptops, desktops, printers, scanners, signature pads and POS.
12. Assists as needed with networking and configurations.
13. Works closely with the System Admin on ESI phone system, including but not limited to maintenance, installations, and moves. 
14. Maintain IT equipment inventory, supply, and replacement schedules.
15. Deploy new workstations and complete employee moves within the clinics, including but not limited to phones, scanners, and signature Pads.
16. Works with the other IT team members on priority projects and implementations within the clinics.
17. Anticipate and troubleshoot problems and system failures with all networks and web services.
18. Participates in physical network cleanup work. Ensuring users are on the wired network, standardize network rooms etc.
19. Completes required documentation.
20. Participates as needed in various employee committees to discuss workflow, system needs and changes.
21. Serves as a backup to related positions as needed.
22. Performs other duties as assigned.

Education:

• Associate's degree in information technology, MIS, or related field, required
• Bachelor's degree in information technology, MIS, or related field, preferred

Experience:

• Ability to plan, schedule and coordinate day-to-day IT support activities including onsite support for all IT infrastructure components to ensure critical systems availability and performance, equipment repair/replacement, and other customer requests.
• Previous experience in computer troubleshooting and problem solving required.
• Previous experience with a variety of computer applications required.
• Strong computer and help desk environment knowledge.
• Must be able to demonstrate management knowledge of CHC/SEIA’s IT infrastructure components including experience with Microsoft OS and software suites (Windows server 2019, Office 365, Azure Active Directory, Entra,etc).  Citrix, and other enabling technologies.
• Programming skills and/or previous work in Microsoft Access.
• Strong organizational, communication (oral and written), presentation and interpersonal skills.
• Requires ability to work without direct supervision.  The work is in a field where only general methods or policies are defined and where the making of decisions involves collaboration with leadership and external vendors.

Licensure:

• Valid driver's license with satisfactory driving record for insurability