Information Technology Support Technician - New Horizon Family Health Services : Job Details

NEW HORIZON FAMILY HEALTH SERVICES

POSITION DESCRIPTION

JOB TITLE: Information Technology Support Technician

DEPARTMENT: Operations

SUPERVISOR: Information Technology Services Delivery Manager

STATUS: Non-Exempt

IMPORTANT NOTE

THIS DOCUMENT DOES NOT CREATE AN EXPRESS OR IMPLIED CONTRACT OF EMPLOYMENT

JOB SUMMARY:

The Information Technology (IT) Support Technician works under the direct supervision of the Information Technology (IT) Services Delivery Manager. This position is responsible for the maintenance and support of all client computer hardware, software, and peripherals and will provide troubleshooting of all client computer issues throughout the organization.

DUTIES PERFORMED:

* Fields service requests submitted via ticket system, phone, email, or in-person; provides remote or onsite troubleshooting as appropriate to identify and resolve a variety of technical problems in a professional and timely manner; manages requests using issue prioritization and SLA guidelines.

* Supports Windows based laptops/desktops for overall installation, maintenance, management, configuration, issue resolution of all client hardware and software.

* Provides basic troubleshooting and support for networking, printing, and IP telephony systems.

* Furnishes written documentation of issue resolution, work performed.

* Provides support for all client system user accounts, including password management, creation, changes, and removal.

* Provides installation/set up of client systems, as required (new employees, relocation, replacement hardware, etc.).

* Coordinates with the Purchasing Coordinator to maintain an accurate inventory of IT assets, and assists with purchase requisitions as required.

* Assists, as needed, the Systems Administrator and the Network Administrator with project work and/or emergency issues.

* Participates in the weekly rotation of on-call shifts, providing appropriate response to emergency requests.

* Provides assistance to the IT Services Delivery manager with documentation of expenditures related to designated systems; collection of information needed to prepare the annual IT budget, cost reports, and other reports as needed; prepares and presents monthly/annual reports and special reports to the IT Services Delivery Manager as required.

* Establishes and maintains good working relationships with all computer hardware/software vendors, Executive Management, supervisors and other personnel.

* Must hold all patient Protected Health Information (PHI), other patient personal information and agency information in confidence, in accordance with the Employee Confidentiality Statement.

* Actively participates in and complies with all aspects of the NHFHS Corporate Compliance Program, follows the Program Code of Conduct and obeys all relevant laws, statutes, regulations, and requirements applicable to Medicaid, Medicare, and other State and Federal health care programs.

* Participates in CQI, other internal committees, special projects/observances or activities that promote improvements in organizational performance and/or advance the mission, goals, and objectives of New Horizon Family Health Services.

* Adheres to schedules for work, lunch, and breaks.

* Performs any other duties as assigned by the IT Services Delivery Manager and/or the Chief Operating Officer.

QUALIFICATIONS:

Education

Minimum two year Associate Degree in Computer, Information Technology or related field and three (3) years experience, preferably in a healthcare setting, or Bachelor's Degree in related field and two years relevant experience.

Experience

Minimum of two years relevant experience.

OTHER REQUIREMENTS:

* Proficient in the use of office applications such as MS Word, MS Excel, MS PowerPoint

* Must be skilled in basic arithmetic computation.

* Must have a thorough operating knowledge of modern office equipment to include telephone, copy machine, electronic calculator, personal computer, fax machines and recording devices.

* Must be able to interpret and apply written policies and procedures.

* Must demonstrate the ability to communicate effectively both orally and in writing.

* Must have the physical capability1 to perform required tasks.

* Must be able to establish and maintain effective working relationships with others.

* Must be dependable and have a courteous, professional manner.