Information Technology Technician (Internal)

A.SUMMARY: The Information Technology Technician is the initial point of contact for staff experiencing IT issues. This role combines technical expertise, excellent communication skills, and a commitment to providing exceptional support services. Responsibilities include troubleshooting, resolving first-level support tickets, escalating issues as necessary, and ensuring a seamless IT experience for CareSouth employees.

B.PRIMARY RESPONSIBILITIES:

1.Assists with the day-to-day management and operations of the information technology functions and projects.
2.Setups and maintains employee accounts, phone directory, and email address groups.
3.Acts as a direct liaison between employees, technical support, and network vendor Support Services to identify and correct problems.
4.Arranges equipment preventive/scheduled maintenance as required.
5.Maintain inventory and documentation of CareSouth-supplied equipment and devices.
6.Activate and terminate employee accounts.
7.Activates and prepares employee access and identification badges.
8.Provides assistance with laptop setup for orientation and other trainings.
9.Serve as the primary contact for staff seeking technical assistance via phone or email.
10.Perform remote troubleshooting through diagnostic techniques and relevant questions.
11.Determine the best solution based on the issue and details provided by staff.
12.Escalate unresolved issues to the next level of support personnel.
13.Record events, problems, and their resolution in logs.
14.Follow up and update staff status and information.
15.Communicate effectively with IT/Manager Service Provider for escalated issues and ensure resolution.
16.Assists with developing recommendations on improving processes (i.e., workflow, operating procedures, etc.).
17.Protects patient privacy and keep information confidential.
18.Maintains open communication with all team members.
19.Ensures adherence to organization, OSHA and other designated governing bodies related to workplace safety.
20.Follows established federal, state, and local policies, procedures and programs relating to health and safety in the workplace.
21.Must be able to travel to CareSouth locations and functions may be required for onsite support.

C.REQUIREMENTS:
1.The candidate is required to have a Associate's degree in Computer Science or related field. Sixty hours towards a Bachelor's Degree or higher in Computer Science may substitute the Associate's degree. Cybersecurity certification is a plus.
2.Must have four or more related years of experience of help desk support and/or training, preferably in a healthcare setting.
3.Proficiency in Windows OS environments; familiarity with iOS.
4.Strong computer skills (Word, PowerPoint, Excel, SharePoint, Office365, OneDrive) required.
5.Experience with help desk software, databases, and remote control tools.
6.Ability to adapt to different situations and learn quickly.
7.Strong team based, results oriented, analytical, and problem-solving skills.
8.Familiarity of cybersecurity laws, regulations, and standards.
9.Must have excellent written and oral communication skills.
10.Must have the ability to organize, prioritize and work independently as well as schedule and produce work in a timely manner.

D.SUPERVISES:
None

E. TRAINING
Relias Track A Non-Clinical
Relias CareSouth Onboarding

F.Physical Requirements:
1.Visual acuity - always.
2.Hand - eye coordination - always.
3.Work is primarily sedentary. Large amounts of time may be spent using a PC and MIS application.
4.Lifting approximately 10-15 lbs.
5.Pushing, Pulling - sometimes.
6.Stooping, Bending, Sitting, Standing - sometimes.
7.Walking- frequent; short distances.
8.Must be capable of standing on a step stool and reaching above head and shoulder area.

G.WORK ENVIRONMENT:
1.Indoor, environmentally controlled
2.Exposure to disease or infections
3.No vibrations
4.Exposure to artificial and/or natural light
5.Exposure to outdoor weather elements

H.PERFORMANCE MANAGEMENT EVALUATION TYPE
Administrative and Programmatic