IT Technician - Tier One

Description

Position Title: IT Technician Job Code: 01.9200.531

Department: Information Technology

Reports to: Director of Information Technology

FLSA Status: Non-Exempt

ORGANIZATIONAL DESCRIPTION

The IT Technician assists the IT Director with IT functions. This position will assist with the management of computer hardware and connectivity in both data and voice networks to achieve high availability and maximize performance of the various business applications supported by IT including outlying facilities. The position will be expected to provide end-user assistance, training, and support where required which may include monitoring the IT helpline with some on-call nights and weekends.

INTERACTION

Primarily Interacts with administration, physicians, employees, clinical and non-clinical departments, patients, visitors, vendors, and volunteers.

ESSENTIAL FUNCTIONS

• Install, configure, test, maintain, monitor, and troubleshoot end-user workstation hardware, software, peripheral devices, cabling, and software.
• Initiate and follow up on off-site repair of hardware as needed.
• Configure, test, maintain, and troubleshoot hand-held devices used for data access.
• Maintain anti-virus security solutions in compliance with hospital standards.
• Receive and respond to incoming local or remote facility requests for assistance regarding access, hardware, or software issues.
• Assist with on-site analysis, diagnosis, and resolution of complex network problems.
• Assist with the implementation of corrective hardware and software solutions.
• Assist with network improvements, upgrades, and repairs as directed.
• Perform system backups and recovery procedures according to department policy as required to ensure full data retrieval.
• Support development and implementation of networking projects and new technology installations. 
• Install and configure hardware and software components on Windows machines.
• Create IDs, e-mail accounts, AD accounts, and other accounts that provide access to various systems inside the network.
• Troubleshoot Printer/Copier/Fax machine, hardware, and software issues.
• Provide technical support for end users in Office 365.
• Repair or replace hardware. 
• Upgrade hardware/cabling/Software.
• Work on Patch panels and racks.
• Install and upgrade anti-virus software.
• Test and evaluate new software and hardware.
• Provide support to users on call or through the ticketing system.
• Manage technical documentation.
• Manage on-site inventory and the total lifecycle of IT assets.
• Procure, configure, and deploy computer hardware and mobile cellular devices.
• Troubleshoot software and hardware issues, in person and remotely.
• Configure and troubleshoot desktop, label, and large multifunction printers.
• Network support and troubleshooting, from device connectivity to VLAN configuration.
• Configure non-traditional network-attached devices.
• Write instructional documentation and convey highly technical ideas in terms that non-technical people can understand.
• Provide exemplary customer service.
• Maintain confidentiality and compliance with HIPAA.
• Cooperate with other personnel to achieve departmental objectives and maintain good employee relations, inter-departmental objectives, and infection control policies.
• Cordially demonstrate timeliness and professionalism in appearance, communications, and actions during all interactions and with all individuals and entities.
• Solve practical problems, dealing with a variety of issues, and interpret a variety of instructions furnished in written and oral form.
• Attend meetings as required.
• Perform other duties as requested or assigned.

ABILITY TO USE EQUIPMENT, TOOLS, MATERIALS, MACHINES: Computer, telephone, facsimile machine, copier, scanner, printer, calculator, and other standard office equipment. 

Requirements

EDUCATION/EXPERIENCE/SKILLS/ABILITIES

Education:

Requires a minimum of a high school diploma or GED. Computer-related college coursework is preferred. Special consideration may be given to applicants holding Cisco and or Microsoft certifications relative to the position. Network-related certification will be a plus.

Strong knowledge of IP/network setup, Windows software, DHCP, Active Directory, DNS, and cable management.

Must possess strong knowledge of LAN/WAN/WIFI.

Knowledge of making CAT 5,6 and phone cables, cables using RJ-45 and RJ-11 connectors is a must.

Experience:

Previous IT work experience required.

Medical office or healthcare experience preferred.

Personal Job-Related Skills / Abilities:

Must be committed to quality and patient safety at all times.

Excellent command / highly proficient in spoken and written English.

Intermediate computer skills, including but not limited to: Microsoft Office, information security, scheduling and payroll systems, electronic medical documentation, and email.

Must be effective at adjusting to change, prioritizing duties, handling stress, and effectively communicating face-to-face and/or over the telephone.

Must be able to work independently, flexibly, and as a part of a multidisciplinary team.

Must be able to manage several interruptions throughout the shift.

Must have strong interpersonal and communication skills, verbal and written.

Must have strong time management skills.

Must be able to work under pressure while interacting in a helpful, courteous manner with a high degree of patient contact.

Sufficient hearing, vision, and dexterity to perform duties safely.

Physical and Mental Requirements:

Physical:

Activity - Up to %

Walking - 60

Squatting - 10

Standing - 60

Pulling - 30

Kneeling - 30

Reaching - 30

Sitting - 40

Lifting up to 50lbs - 25

Pushing - 30

Wrist/Finger Movements - 90

Bending - 30

Climbing - 5

Mental:

Stress Level

Moderate 

Individual position core competencies:

Quality

Service Excellence

Compassion

Professionalism

Fiscal Responsibility

Required education within first 60 days (if employee is from outside organization).

GrahamRMC Orientation

Department Orientation

Continuing/Annual Education and Training:

As needed to maintain certification/ licensure of position

As needed to maintain professional growth and development through seminars, workshops to keep abreast of latest trends

Falling Star Program

Checkpoint

SUPERVISION

Employees Supervised: __No__ 

ADA REQUIREMENTS

An ‘X’ under the most appropriate category is marked and describes any extreme or hazardous working conditions that the job has to work under:

 Frequency of Condition

Condition

1-33% Description

Extreme Heat

X

Extreme Cold

X

Extreme Swings in Temperature

X

Extreme Noise

X

Working Outdoors

X

Explosive Hazards

X

Fume/Odor Hazards

X

Dust/Mite Hazards

X

Chemical Hazards

X

Toxic Waste Hazards

X

Radiation Hazards

X

Wet Hazards

X

Heights

X

Other Conditions

X

Delivering equipment, unpacking and rack-mounting equipment

34-66% Description

Mechanical Hazards

X

Electrical Hazards

X

67% plus Description

Working Indoors

X

OSHA Classification:

Identify with a check the OSHA Job Category that describes this job. The intent is to enhance worker protection by identifying any risk in the performance of routine and reasonably anticipated job-related functions.

_____ Category I: Tasks that involve exposure to blood, body fluids or tissues.

All procedures or other job-related tasks involve an inherent potential for mucous membrane or skin contact with blood, body fluids or tissues or a potential for spills or splashes of them are Category I tasks. Use of appropriate protective measures, such as gloves, masks, goggles, and gown are required for every employee engaged in Category I tasks.

__X__ Category II: Tasks that involve no exposure to blood, body fluids or tissues but employment may require performing unplanned Category I tasks.

The normal work routine involves no exposure to blood, body fluids or tissues, but exposure may be required as a condition of employment. Appropriate protective measure, such as gloves, masks, goggles, and gown are readily available to every employee engaged in Category II tasks.

_____ Category III: Tasks that involve no exposure to blood, body fluids or tissues and Category I tasks are not a condition of employment.

The normal work routine involves no exposure to blood, body fluids or tissues (although situations can be imagined or hypothesized under which anyone, anywhere might encounter potential exposure to body fluids). Persons who perform these duties are not called upon as part of their employment to perform or assist in emergency medical care or first-aid or to be potentially exposed in some other way. Tasks that involve handling implements or utensils, use of public or shared bathroom facilities or telephone and personal contacts such as handshaking are Category III tasks.