IT Support Analyst

GENERAL DESCRIPTION OF POSITION:

Reports to the Director of Information Technology or designee. Provides skilled hardware, networking, OS and application support to end users in a medical setting (70% with EHR System (support and training) and 30% with IT support (hardware and peripherals)). Performs maintenance, installations, upgrades and other technical duties associated with the supports of IT applications, workstations and servers.

The IT Support Specialist position is responsible for providing support to Southside Medical Center end-users requiring technical assistance. The primary focus of this position is to provide customer service, ticket triage, and problem resolution by communicating with users at every level for all types of requests in a friendly, professional, and timely manner, and ensure that computer systems are working efficiently.

Job Responsibilities

∙ Provide front-line onsite technical support, including troubleshooting hardware, standardized and proprietary software, mobile devices, VPN, printers, telephony, and network connectivity, including network equipment installation (basic knowledge).

∙ Configure, deploy, and maintain Windows 10/11 desktop and laptop computers in an enterprise environment. Basic knowledge of server management with emphasis on Active Directory, Group Policy, O365, cloud services and Exchange Server.

∙ Coordinate, troubleshoot and resolve incoming tickets, phone call and walk-up requests. Remote and in-person support. Travel <50 miles is required as needed.

∙ Utilize technical expertise and applicable company policies and procedures to resolve a variety of issues in a healthcare environment.

∙ Uses the IT Service Desk electronic ticketing system according to department procedures for the opening, closing, resolution, escalation, and tracking of user requests.

∙ Manage user accounts for different systems, shared resources and protect sensitive data.

∙ Great customer service, great communication, technical skills to resolve IT issues related but not limited to network, phone system, access control, printers, and other peripherals.

∙ Assist and train end users to solve problems and increase their self-reliance.

∙ This position is located onsite during normal core business hours with eventual travel to other clinics when remote assistance is limited. Travel to multiple company locations as needed to perform hands-on maintenance and support tasks.

∙ Perform other duties as assigned.

Current working job knowledge/proficiency in:

Microsoft Office 365; OS, Windows 10/11

Working knowledge of HP, Lenovo, Dell workstations and Laptops (Hardware and Software)

Remote desktop solutions

Knowledge of Active directory (password resets, account creation etc.)

Windows networked environment

Basic working knowledge of VOIP phones (VM PIN resets)

Knowledge of Apple IOS is a plus

Experience in Ticketing applications

VPN, manage users and app installation

Understanding of shared network drives

Printers/Scanners (Hardware and Software)

SharePoint

OneDrive

Knowledge of antivirus and internet security solutions

Email security software

Understanding of Bitlocker and System Recovery

Education Requirements and Minimum Qualifications

Associate's degree (A. A.) or equivalent from two-year college or technical school; or 5-10 years related experience and/or training; or equivalent combination of education and experience. Experience in healthcare is preferred.

Proficient in common IT systems, software, hardware, peripherals, and troubleshooting methods.

Ability to work independently, manage priorities, and document technical issues.

Ability to travel to on-site locations as needed.

Ability to stand for extended periods, kneel, lift, and move up to 50 pounds.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• On call
• Weekends as needed

Work Location: In person