IT Support

At Virginia Garcia Memorial Health Center, we welcome diversity; we encourage, uplift, and are honored to serve people who have been historically underrepresented and underserved. Our mission is to provide high-quality, culturally appropriate healthcare to low-income residents of Washington and Yamhill Counties, with a special emphasis on seasonal and migrant farm workers and others with barriers to receiving healthcare. We strive to provide an inclusive environment that welcomes and values the diversity of the people we employ and serve.

Job Summary : Under direction, the 'IT Support' position will serve as the initial point of contact for technical support requests received by phone, e-mail or other communication methods. He/she will provide quality support for employees with a high degree of customer satisfaction and timeliness by resolving the issues satisfactorily and promptly within VGMHC's Information Technology Department or by working with our partner organizations' IT Departments or Help Desks. The IT Support position will provide assistance concerning the use of technology hardware and software (including, but not limited to) Microsoft technologies (i.e. Office Suite Applications, Operating Systems, Databases, Add-ins, Server Applications etc.), printers, copy machines, fax machines, scanners, multi-function machines and other Clinic or Department specific software or hardware used in day to day operations. The "IT Support" position will work closely with other IT Department staff to prepare, deploy and maintain IT hardware and software in small and large quantities; meeting the operational needs, standards and benchmarks of end users.

Essential Duties and Responsibilities:

• Provide and demonstrate exceptional customer service to users of VGMHC's technology/computing environment.

• Answer users' inquiries regarding computer software and hardware operations to resolve problems.

• Enter commands and observe system functionality to verify correct operations and detect errors.

• Maintain accurate records of daily communication transactions, problems and remedial actions taken and installation activities.

• Provide on-site and remote support for the successful implementation/installation of hardware and software.

• Test and provide reviews and feedback on new software or hardware devices to be implemented at VGMHC.

• Support the planning and facilitation of IT equipment for various training sessions by different VGMHC Departments.

• Read technical manuals, confer with users and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support.

• Refer major hardware and software problems and defective products to vendors and other technicians (internal or external) for service.

• Collaborate with VGMHC leadership and users to identify opportunities for efficiencies in clinic operations.

• Provide daily support to end users through troubleshooting, coaching and consulting.

• Develop training materials and procedures, and/or train users in the proper use of hardware and software.

• Modify and customize commercial software applications to fit internal needs.

• Inspect equipment and read order sheets to prepare for delivery to users.

• Install and perform repairs to hardware, software and peripheral equipment, following design or installation specifications.

• Carry out simple hardware replacement on items, when necessary, such as computer power supplies, hard drives, motherboards, network cards, cdroms, printer drums, printer kits, etc.

• Ensure printer faults are resolved quickly (including consumable replacements); if necessary liaising with outside vendors to fix faults.

• Modify and customize commercial software applications to fit internal needs.

• Prepare evaluations of current software and hardware and recommend improvements or upgrades.

• Set up and oversee inventory of equipment for employee use, ensuring proper installation of cables, operating systems, software applications or any other appropriate hardware.

• Oversee, manage and maintain the inventory of all IT equipment, including but not limited to computer, printer or telephone peripherals.

• Work, along with other IT staff, in the creation of VGMHC's "Intranet" environment and further manage and maintain assigned sites as necessary.

• Create, manage and maintain VGMHC's printer, copier, scanner and fax consumables inventory (i.e. toner, drums and any other parts).

• Standardize, configure and deploy desktop and laptop computer images using imaging software such "Acronis True Image' or "Ghost".

• Deploy and assist clients with wireless communications support.

• Assume "maintenance level" activities of the 'Systems Administrator' position in his/her absence.

· Handle protected health information (PHI) in a manner consistent with the Health Insurance Portability and Accountability Act of 1996 (HIPAA).

• Valid driver's license, reliable transportation, safe driving record and insurance coverage required.

• Perform other duties as assigned.
  

HIPAA Requirements:

The IT Support handles PHI for disclosures to outside entities. Applying the minimum necessary standard of HIPAA, the designated record sets to which this employee will have access include: all sections of the medical record, patient demographic information in the practice management system, and incoming records, reports, results, consultations, etc. The IT Support is required to read the content of these records only the extent needed to accomplish the assigned task (e.g. filing or disclosure).

Knowledge, Skills and Abilities Requirements:

• Demonstrated ability in troubleshooting and problem solving in clinical, social work, or IT setting. Software support or help desk experience preferred.

• Working knowledge of Microsoft OS and software applications required.

• Knowledge of Epic or other health care software applications required.

• Excellent knowledge of PC and networking hardware and software required.

• Excellent Computer skills required.

• Knowledge of remote control technologies, including 'Remote Desktop' and 'VNC'.

• Ability to write end-user documentation for non-technical staff.

• Ability to make independent decisions based on Clinic policies and procedures.

• Proficiency in English, both written and spoken language.

• Sensitivity to inter-cultural issues.

• Reliable automobile.

• Excellent driving record with valid ODL and liability automobile insurance.

Education and Experience Required:

• Two year degree in a computer or health industry related field; or 3 years of clinical or computer support experience required. Combination of above education and experience may be considered.

• Two years desktop support experience.

• Two years experience with support of Windows systems including, but not limited to, NT/2000/XP/Win 7/Win 8, Office Suite, MS Project, printing software & hardware, support and installation of software.

• One year experience with installation of software on laptops and desktop computers and maintenance of a large deployment of computers.

• One year experience supporting a large network environment.

• Experience with vendor management or vendor collaboration a plus.

• Experience with basic html code and/or web page development.

Behavioral Competencies:

Accountability: Role model VG's mission, vision, and shared values

Customer-Focus: Listen to the voice of the customer and strive to delight them by exceeding their expectations

Teamwork: If someone needs help, help them

Initiative: Be innovative, apply fresh ideas, and continuously improve how you do your work

Confidentiality: Maintain strict confidentiality and respect the privacy of others

Ethical: Demonstrate integrity, honesty, and stewardship in all encounters at work

Respect: Demonstrate consideration and appreciation for co-workers and patients

Communication: Demonstrate the ability to convey thoughts and ideas as well as understand perspective of others

Physical Requirements:

• Sitting: 60%

• Walking: 20%

• Standing: 20%

• Must be able to lift/carry up to 40 lbs (i.e. computer monitors, CPIs, printers, etc.)

Working Environment:

• Working well-lighted and ventilated environments
• Outdoors (5%). Requires travel to various locations and working flexible hours
• Indoors (95%). Visiting various offices is required and provided "in office" software support

Immunization:
Staff members must meet immunization requirements as stated in VGMHC's immunization policy and state and federal guidelines.

Job descriptions represent a general outline of the essential and major job duties, functions and qualifications required. They cannot be all-inclusive and comprehensive due to the dynamic nature of work performed to accomplish VGMHC's Mission.

VGMHC is an Equal Opportunity Employer. No person is unlawfully excluded from consideration for employment because of race, color, religious creed, national origin, ancestry, sex, age, veteran status, marital status, or physical challenges. The policy applies not only to recruitment and hiring practices, but also includes affirmative action in placement, promotion, transfer, rate of pay, and termination.