What are the responsibilities and job description for the IT Help Desk Technician position at 3HC HOME HEALTH & HOSPICE CARE INC?
3HC Home Health and Hospice
IT Helpdesk Technician
Compassionate Care is our Calling!
Why choose 3HC:
3HC has provided compassionate care to North Carolinians since 1981. We strive to ensure our patients enjoy life’s journey, recover quickly, and live comfortably. We believe in providing high-quality, cost-effective care that surpasses industry standards. If you want to make a difference, provide meaningful one-on-one care, and develop relationships with both your patients and team members, join Team 3HC! 3HC strives to provide a positive work culture that feels more like a family atmosphere where we support our team members so they can reach their personal & professional best.
Summary:
The IT Help Desk Technician is responsible for maintaining the user accounts, workstations, and laptops encompassing all offices in the Agency. Works closely with IT Staff, end-users, and management.
Qualification Requirements
A /Microsoft Certification or an Associate Degree in an IT related field
SharePoint and MS 365 experience preferred
Minimum of two years’ experience in customer service
Wide knowledge of PC hardware, and Microsoft hardware
Essential Functions
1. Abides by and supports 3HC's Compliance Program and Code of Ethics. 3HC's Compliance motto is "Compliance for all and all for Compliance". It is the intent of 3HC to comply with all applicable laws and regulations and that spirit is embedded in all aspects of our services and business practices. Our success hinges on doing things ethically and legally, to which, each and every employee plays a critical role.
2. Creates positive experiences for internal and external customers that will meet their expectations. (External customers include our patients, families, referral sources, vendors, the community, etc. Internal customers are the people within the agency with whom you work.) Displays a high degree of courtesy, tact, and knowledge of services provided by the agency in all contact with staff, patients, and visitors.
3. Responsible for maintaining the user accounts, workstations, and laptops: (a) sets-up accounts, directories, mappings, network applications and instructs users on proper use of network, (b) configures, installs, and maintains all new hardware (as assigned by Sr Systems Administrator) purchased by the Agency, (c) provides user support for all hardware/software problems, (d) provides user support for application software and the selected operational software system, (e) makes recommendations to supervisor for repairs to equipment, which must be performed out of house, (f)exercises patience, good judgement, and diplomatic skills in working with users, staff, and management, (g) Keeps the informational technology staff properly informed on workstations/laptop changes or upgrades, (h) responsible for the training of Agency staff on the use of laptops, and (i) works collaboratively with Education Support to coordinate education of all end users.
4. Works with Sr Systems Administrator to maintain up-to-date inventories of all hardware and software licenses indicating identification numbers, location, configuration, etc.
5. Works with Sr Director of Information Systems and Sr Systems Administrator to develop long range plans which will maintain the Agency’s ability to meet its objectives and keep the Information Technology department at a high level of professional performance.
6. Assists the Information Technology staff with the ongoing organization of office area and server room.
7. Responsible for distribution of mobile devices and management of MDM solution along with any external contract vendor (if under contract). This includes following change management with HIPPA risk assessment of all Apps to ensure compliance before distribution. All Apps must be approved by Sr Director of Information Systems prior to distribution. Responsible for mobile device line management.
8. Works closely with Sr Systems Administrator and IT contractors to ensure all 3HC systems meet HIPPA security standards.
9. Works with external communications vendor to ensure 3HC phone communications are configured properly to meet all use case needs and maintain optimal operational “up-time” goals.
10. Rotates IT on-call as scheduled by Sr Systems Administrator. Performs duties and documents on timecard per Agency policy in relation to on-call functions.
11. Demonstrates an interest in personal and professional growth: (a) attends and participates in workshops, mandatory in-services, seminars, and webcasts to keep abreast of current changes in rules, regulations relating to job functions; and (b) does individual reading and research.
12. Demonstrates a willingness to be cost-effective in the use of Agency resources, the monitoring of waste, and the proper and safe use of supplies and equipment.
13. Adheres to 3HC's Personnel Policy and performs other performs other duties as assigned by supervisor to promote the successful operations and future growth of 3HC.
3HC is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex or sexual orientation, age, marital status, gender identity, national veteran or disability status.
