IT Endpoint Specialist

Title: IT Endpoint Specialist

Supervisory Responsibilities: No

Position Description
The Oakleaf Clinics Business Office has an exciting opportunity within our growing IT department, for an IT Endpoint Specialist. 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 is 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 PACs tasks requested by the Imaging team. Other duties include receiving, prioritizing, documenting, and actively 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 in conjunction 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 will collaborate with other HBS support services as needed.

Responsibilities

• Field incoming help requests from end users via ticketing system or e-mail in an efficient and courteous manner
• Respond and resolve user issues with a sense of urgency
• Assist Imaging team with Picture Archiving and Communication Systems (PACS)
• Address auto router issues and assist with daily PACs tasks requested by the Imaging team
• 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 & Compliance meetings
• Perform preventative maintenance, including checking and cleaning of 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 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 and requirements:

• College diploma, university degree, or associates degree in a computer related field of study and/or 1-year equivalent work experience with A or equivalent certification
• 2 years hardware and software troubleshooting experience in a healthcare environment – Preferred
• Certified Imaging Informatics Professional (CIIP) – Preferred
• Ability to complete exam certification for CIIP if not currently credentialed
• Possess a valid driver’s license and able to travel to various clinical 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 is required to travel to various locations as needed.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Must be able to tolerate bending, stooping, kneeling, squatting, and working with arms above shoulder level. Must be able to lift fifty pounds from ground to an upright standing position. Major activities of this job include sitting or standing for long periods of time and light physical effort performed on a level surface. Some carrying, lifting, kneeling, bending, reaching, and squatting are involved in the office. 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.

Job Type: Full-time

Pay: From $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to Relocate:

• Eau Claire, WI: Relocate before starting work (Required)

Work Location: In person

Salary : $60,000