What are the responsibilities and job description for the IT Support Specialist position at LOWELL COMMUNITY HEALTH CTR?
Job Title: IT Support Specialist
Department: IT/IS
Reports To: Information Technology Manager
FLSA Status: Non- Exempt
Lowell Community Health Center (Lowell CHC) is a diverse, community-based health care organization. Our programs have been recognized as national models and LCHC was named one of the top five health centers in the nation for excellence in cultural competency. With a career at Lowell Community Health Center, you will be joining a dynamic team of passionate and talented people.
Summary: Under the direction of the Information Technology (IT) Manager, the IT Support Specialist provides a broad expertise of system knowledge for technical support to computer system users who contact the IT Help Desk. The IT Support Specialist also supports other IT operations as needed. This position is On-site supporting the main and school base building.
Essential Duties and Responsibilities:
- Provides Tier 1 & 2 user support for onsite and remote users.
- Monitor helpdesk system for tickets and resolve in a timely manner.
- Manage user accounts in a Windows environment with Office 365.
- Install, and troubleshoot computer software, including all Microsoft365 suite, Epic, browser plug-ins and others.
- Must possess healthcare EMR system knowledge and understanding.
- Ability to work independently with good troubleshooting skills to exhaust all possible options to resolve issues before escalating to higher tier support.
- Maintain documentation on hardware and software configuration, network configuration, and computer inventory.
- Maintains knowledge base in Helpdesk platform.
- Ability to prioritize tasks and manage competing demands.
- Perform client support of desktop applications.
- Maintain diagnostic skills in supporting Cloud based applications.
- Knowledgeable in supporting VoIP /3CX systems
- Troubleshoots desktops, laptops/tablets, mobile devices, and printers.
- Communicates with department managers on following up requests.
- Functions as gate keeper of creating and terminated users account throughout multiple platforms.
- Assists with coordinating equipment repairs with vendors.
- Assists with training users on software applications.
- Monitor and following up on security alerts including UPS reports, e-mails logins, accounts login and system alerts.
- Report to with Lead IT Support staff in prioritizing and completing support requests.
- Coordinates request appropriately to other team members.
- Maintains IT equipment inventory.
- Utilizes Help Desk software to log support activity and monitor trends.
- Provides on-call/ afterhours IT support on rotation.
- Maintains knowledge of relevant state-of-the-art technology, equipment, and systems.
Basic Qualifications:
- Three years of IT Help Desk and/or Desktop Support
- Bachelor’s degree in related field Preferred
- Knowledge on MS Windows X, MS Office 2016/O365, MS Servers 2012r2/2016/2019 and MS Active Directory
- Knowledge of networking fundamentals and be familiar with the OSI model
- A Microsoft Certified Technology Specialist (MCTS) certification, CompTIA A or CompTIA Network certification is a plus
Lowell CHC is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
