IT Support Technician - Help Desk

POSITION TITLE: IT SUPPORT TECHNICIAN - HELP DESK

FLSA: NON-EXEMPT

Job Summary:

The IT Support Technician - Help Desk provides technical support for hardware, software, and network systems in a medical and dental clinic environment. This role ensures that all IT systems operate efficiently to support clinical and administrative staff in delivering high-quality patient care. The technician troubleshoots and resolves issues related to specialized medical and dental software, equipment, and IT infrastructure while adhering to strict confidentiality and compliance standards. Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Respond promptly to help desk requests from clinical and administrative staff, resolving IT issues efficiently.
• Diagnose and address hardware, software, and network issues, including challenges related to electronic health records (EHR), practice management systems, and dental imaging software.
• Set up, configure, and maintain workstations, printers, scanners, and other peripheral devices.
• Manage the activation and deactivation of employee badges, ensuring they are assigned the appropriate access levels as required.
• Provide technical support for specialized medical and dental equipment, such as imaging systems, patient monitors, and laboratory devices.
• Manage user accounts, permissions, and system access while ensuring compliance with HIPAA standards.
• Answer help desk phone calls and emails, providing timely assistance to end-users.
• Configure, install, and relocate computers, printers, fax machines, and telephones as needed.
• Diagnose and repair malfunctions in computers, printers, fax machines, and telephones.
• Install and upgrade software, ensuring systems remain functional and up to date.
• Train staff in the use of computers, printers, fax machines, telephones, and other office equipment.
• Learn and oversee the administration of software used within the Suncoast network.
• Perform routine system updates, backups, and patches to maintain security and optimize performance.
• Escalate unresolved or complex issues to senior IT staff or external vendors for resolution.
• Document support requests, issue resolutions, and system configurations for reference and reporting.
• Provide guidance and training to staff on IT tools and equipment.
• Maintain an up-to-date inventory of IT assets, including hardware, software licenses, and consumables.
• Work with external vendors and service providers to ensure the proper maintenance and repair of critical systems.
• Stay current on emerging technologies and trends in healthcare IT to support continuous improvement and innovation.
• Perform additional tasks as needed to support the centers.

Required Skills/Abilities:

• Troubleshoot hardware, software, and network issues, including basic TCP/IP.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Manage multiple tasks, prioritize requests, and keep accurate records.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.
• Must be able to effectively manage workflow and maintain high-quality standards in environments where staffing levels may be below ideal, demonstrating the ability to prioritize tasks and collaborate with the team under pressure.
• Ability to use office equipment, including computers, copy machines, fax machines, telephones, calculators, and more.
• Adjust to new technologies and work flexible hours when needed.

Education and Experience:

• Associates degree in IT or related field is preferred.
• At least three years related experience required.
• Strong knowledge of IT infrastructure, including servers, networks, security systems, and healthcare IT platforms (e.g., EMR/EHR).
• Proficiency with Windows Operating Systems and Microsoft Office; familiarity with SQL, Visual Basic, and Crystal Reports preferred.
• Experience with cybersecurity tools, regulatory compliance (e.g., HIPAA), and IT policies.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 50 pounds at times.
• Handle physical setups, such as cabling and equipment maintenance.
• Must be able to travel to various center locations as required.

By signing this document, I confirm that I have read and agree to the job description and understand the skills and duties required to perform the role.

POSITION TITLE: IT SUPPORT TECHNICIAN - HELP DESK