IT Help Desk Tier 2 Technician

Job Function: Under indirect supervision, installs, maintains, tests, and repairs systems hardware/software and network infrastructure. Utilizes intermediate technical knowledge to implement and support IT initiatives. Provides technical support and resolves problems of a moderately complex nature. May assist users/departments in implementing requests or proposals and in determining information systems needs assessments.

Organizational Relationships:

• The IT Help Desk Tier 2 Technician reports to the IT Manager.
• The IT Help Desk Tier 2 Technician works closely with the NextGen support team.
• The IT Help Desk Tier 2 Technician is expected to maintain good working relationships with the staff of the Rocking Horse Center.
• The IT Help Desk Tier 2 Technician is expected to know and adhere to all policies and procedures that pertain to the job position.

Essential Duties and Responsibilities:

• Performs general problem solving and assistance with diverse software applications and hardware systems for all staff users.
• Performs varied technical assistance and maintenance duties; maintains and updates the record keeping system; documents projects; writes and maintains user instructions.
• Coordinates, maintains, and inputs applicable records such as, but not limited to, network users, security, and tracking inventory levels of equipment and materials.
• Performs moderately advanced technological systems support, maintenance, and testing for proper upkeep of systems; may troubleshoot and resolve moderately complex system hardware, software, and network failures and conflicts.
• Assures privacy and security of PHI in accordance with federal (HIPAA) regulations and with accrediting organizations such as the Joint Commission.
• Participates in the review, evaluation and recommendation of solutions relating to hardware and software acquisitions and/or network updates.
• Participates in research and development initiatives and aids in the implementation of new technologies.
• Serves as a primary project member on technology projects with moderate scope and impact; may provide guidance and integration of other staff work. May participate on technology projects with large scope and broad organizational impact.
• Performs the installation, configuration and maintenance of computers, workstations and other related equipment and devices.
• Maintains currency of knowledge with respect to technology, equipment, applicable laws, regulations, standard and/or systems.
• Travel to other RHCHC locations may be required. Set up and troubleshooting in-house for work from home employees as needed.
• Performs other job-related duties as assigned.

Knowledge/Skills & Abilities Required:

• Ability and desire to provide effective and efficient customer service.
• Knowledge of a wide range of computer systems software, applications, hardware, networking, and communications. Ability to troubleshoot printer issues, both hardware and software. Comfortable taking computers and printers apart to repair broken parts or components.
• Knowledge VOIP or similar phone systems.
• Knowledge or similar experience with a hypervisor. SQL knowledge is not required but would be a plus.
• Experience with Microsoft 365 as well as on-premises mail servers running Microsoft Exchange.
• Experience with Windows Configuration Designer or similar imaging tools.
• Ability to perform preventive maintenance on systems software, applications, hardware, networking, and communications. Experience running data cable, terminating RJ45 and keystone jacks patch panels.
• Knowledge of current technological developments/trends in area of expertise.
• Records maintenance skills.
• Ability to provide functional directions to other technical support staff and/or student employees.
• Strong interpersonal and communication skills and the ability to work effectively with others.
• Ability to determine computer problems and to coordinate hardware, software, and/or network solutions.
• Ability to communicate technical guidance and instruction to users on the use of PC applications and systems.

Education and/or Experience: High School diploma or general education degree (GED) and at least Two (2) years of experience or an associates degree or higher in related field or minimum of two years related experience and or training.

Communication Skills: Ability to listen to or read and comprehend instructions and correspondence from others. Ability to convey technical information in a clear and concise manner utilizing jargon-free language to help users understand the solutions provided to them.

Mathematical Skills: Ability to compute and interpret basic mathematical and statistical information. Ability to comprehend, compute and interpret cost-benefit analysis and similar mechanisms to assist in decision making processes.

Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved written or verbal instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Computer skills: To perform this job successfully, an individual should have basic knowledge of:

• TCP/IP Network topologies, including VLANs and WAN/LAN
• DNS, DHCP, Email, HTTP, and SSL
• Active Directory structures, Group Policy Objects, DHCP scopes and DNS entries
• Mac, Linux, and Windows operating systems
• Repair, troubleshooting, deployment, and compliant liquidation of computers, hard drives, servers, networking equipment and more

Certificates, Licenses, Registrations: Certification such as CompTIA A , MCSE, VCP, CISSP are recommended. A current drivers license and an acceptable driving record. An individual who poses a direct threat to the health and safety of himself/herself or others in the workplace will be deemed not qualified for this position.

Other Skills and Abilities: The duties of this position are performed within the mission, vision, and values as defined by the Board of Directors. Must demonstrate an understanding of the role of Federally Qualified Health Centers as a safety net for all persons without regard for their ability to pay for services; appreciate patient-centered care in a medical home; and be committed to quality, comprehensive services through a team approach. Excellent interpersonal communication, organization, and managerial skills are also necessary.

Privacy and Confidentiality: Staff are required to understand the privacy policies and procedures. Patient Health Information (PHI) is confidential, only the minimal amount of PHI necessary to accomplish the internal purpose is to be shared or released by staff.

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. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance and stoop, kneel, crouch or crawl. The employee must occasionally lift 30 or more pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The position involves regular interaction with patients and other members of the public. The noise level in the work environment is usually moderate. Occasional exposure to blood, body fluids, or tissues may occur.

The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.