IT Endpoint Specialist (Full Time)

OakLeaf Clinics - Business Office

OakLeaf Clinics - Business Office has an exciting opportunity to join our growing team as a full-time IT endpoint specialist working on-site at our various locations.

OakLeaf Clinics is dedicated to providing our patients with compassion, trust, and a lifetime of individualized care. Our healthcare team consists of physicians, nurse practitioners, physician assistants, dietitians, nurses, respiratory therapists, and medical assistants working in concert with laboratory/imaging services to offer individualized care to the Chippewa Valley.

Position description

As the IT endpoint specialist, you will travel and work on-site to support our various clinic and business office locations. You will collaborate with Heartland Business Systems (HBS) to ensure computer operation and setup are completed so end users can accomplish business tasks. Additionally, this position assists the Imaging team with Picture Archiving and Communication Systems (PACS). When assisting with PACS, you will address auto router issues and assist with daily PAC tasks requested by the imaging team. Other duties include receiving, prioritizing, documenting, and resolving end-user help requests. Ensure equipment is labeled according to client specifications. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require in-person, hands-on help at the desktop level. Research, verify, and document device specifications according to purchase order. Work with service and business units to relocate equipment as requested by departments. You will serve as a technical and equipment liaison in the field, including VOIP support, specifically with RingCentral management, and collaborate with other HBS support services as needed.

Responsibilities

• Field incoming help requests from end users via both telephone and e-mail in an efficient and courteous manner
• Respond and resolve user issues with a sense of urgency
• Assist the imaging team with Picture Archiving and Communication Systems (PACS)
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
• Work collaboratively in partnership with Heartland Business Systems (HBS)
• Actively participate in monthly (or as needed) IT security calls and compliance meetings
• Perform preventative maintenance, including checking and cleaning workstations, printers, phones, and peripherals
• Build rapport and elicit problem details from help desk users
• Maintain strict confidentiality of information and provide excellent service to end-users
• Prioritize and schedule problem resolution and escalate problems (when required) to the appropriately experienced technician
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken through to the final resolution
• Apply diagnostic utilities to aid in troubleshooting
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Identify and learn appropriate software and hardware used and supported by the organization
• Test fixes to ensure the problem has been adequately resolved
• Perform post-resolution follow-ups to help requests
• Develop help sheets and frequently asked questions lists for end-users
• Evaluate documented resolutions and analyze trends for ways to prevent future problems
• Contribute to the development of procedures for IT tasks
• Work on projects as assigned by management to support OakLeaf Clinics programs and initiatives

Qualifications

• College diploma, university degree, or associate degree in a computer-related field of study or 1-year equivalent work experience with A or equivalent certification
• 2 years of hardware and software troubleshooting experience in a business environment - preferred
• Certified Imaging Informatics Professional (CIIP) - Preferred
• Possess a valid driver's license and able to travel to various clinic locations when necessary
• Excellent troubleshooting skills on desktops, laptops, windows operating system, and hardware issues
• Knowledge of basic computer hardware and working knowledge of a range of diagnostic utilities
• Experience with desktop and server operating systems, including Windows 10
• Extensive application support experience with Microsoft365
• Understanding of clinical EMR applications such as Epic (preferred)
• Experience with VOIP management system, specifically RingCentral (preferred)
• Knowledge of programming languages is a plus
• Good understanding of the organization's goals and objectives
• Exceptional written and oral communication skills
• Ability to conduct research into a wide range of computing issues as required
• Absorb and retain information quickly and present ideas in user-friendly language
• Work independently, self-motivated, and directed
• Keen attention to detail and proven analytical and problem-solving abilities
• Effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service and strong documentation skills
• Experience working in a team-oriented, collaborative environment

Work environment

While performing the duties of this job, the employee regularly works in an office setting and must travel to various locations as needed.

Physical demands

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Must tolerate bending, stooping, kneeling, squatting, and working with arms above shoulder level. Must be able to lift fifty pounds from the ground to an upright standing position. Major activities of this job include sitting or standing for long periods and light physical effort performed on a level surface. The office involves carrying, lifting, kneeling, bending, reaching, and squatting. Use a computer and telephone and employ writing and organizational skills. Manual dexterity, mobility, and good vision that includes near acuity, depth perception, and accommodation are physical requirements necessary for technical work.

Salary: Starting at $60,000, commensurate with experience
Education: Bachelors
Job Type: Full Time
Experience: 2 years
Location: 719 W Hamilton Ave, Suite B • Eau Claire, WI 54701

To apply, please send cover letter and resume to:

Carissa Eppens, Human Resources Administrative Assistant

OakLeaf Clinics
719 W Hamilton Ave, Suite B, Eau Claire, WI 54701

We are dedicated to providing our patients with compassion, trust, and a lifetime of individualized care.

OakLeaf Clinics healthcare team consists of physicians, nurse practitioners, physician assistants, dietitians, nurses, respiratory therapists and medical assistants working in concert with laboratory/imaging services to offer individualized care to the Chippewa Valley.

We offer our healthcare team

• Competitive Salaries
• Generous Paid Time Off
• Paid Holidays
• Exceptional Retirement Savings Plan
• CME Allowance & Paid Time Off
• Flexible Schedule with Work-Life Balance
• Health/Dental/Vision Insurance
• Short-Term Disability Insurance
• Medical Malpractice Coverage