Network Specialist - GastroIntestinal Associates, S.C. : Job Details

Position Summary The Network Specialist is responsible for providing technical support and troubleshooting services to end-users who need assistance with their computer hardware or software. This role is critical in ensuring that healthcare professionals have the technological support they need to provide exceptional patient care. Essential Job Functions and Responsibilities

• Acts as first call for support of all users regarding system problems. Creates ticket with appropriate vendor, monitors ticket status and updates user, assists vendors with testing, follows up on progress, and documents the process from start to resolution.
• Acts as a liaison between GI Associates users and company-specific software vendors including the Electronic Medical Record (EMR) system, the Practice Management (PM) system; Aspirus Technical Support Staff (TSS), as well as third-party vendors in resolving programming, support and related issues for all users (software, hardware, internet).
• Creates, maintains, and updates user accounts with appropriate security access in the GIA network, email server, and company-specific programs for new and existing users.
• Assists with regular system maintenance and updates to ensure optimal performance.
• Reviews weekly and monthly reports and notifies appropriate parties with concerns or anomalies.
• Coordinates equipment for telecommuting employees. Assembles equipment, ensures required programs are installed, tests remote access, updates tracking records, and troubleshoots problems via Remote Monitoring tool.
• Monitors Outbound/Inbound Faxing, Pathology/Results, E-Prescription and Direct Messages queues. Addresses problems with queues. Ensures new pharmacies, referring providers, and lab / radiology locations are added / updated in database.
• Researches emails for legitimacy or suspicion and responds to users; investigates when emails are not received and blacklists or whitelists email addresses and sites as appropriate.
• Creates and maintains user guides and documentation for common technical issues and solutions.
• Assists with the installation, configuration, and maintenance of computer systems and applications.
• Ensures there are correct number and valid equipment licenses.
• Diagnoses and resolves technical hardware and software issues on desktops, laptops, printers, and mobile devices.
• Works in conjunction with third-party IT company for on-site equipment and wiring issues in the IT room.
• Assists with technology setup for meetings/teleconferences, and training, and ensures equipment functions properly.
• Documents procedures for system corrections within the EMR and PM systems to be done by system administrator.
• Provides staff and clinical user training as appropriate (Clinical User Meetings).
• Assists with conducting regular security audits and vulnerability assessments.
• Works closely with other IT team members and departments to ensure seamless technology integration and support.
• Participate in IT projects and initiatives aimed at improving healthcare delivery and operational efficiency.
• Performs other related duties as assigned.

Minimum Qualifications

• Education
  • Associate Degree in Information Technology, computer science, or related field.
• Licensure/Certification
  • n/a
• Experience
  • One year of experience in the IT field preferred

Competencies Required

• Knowledge
  • Knowledge of IP addressing schemes, VPNs, Internet, SIP, Protocol, VM Server network applications, digital telecom systems and related functions.
  • Knowledge of cloud computing and related services.
  • Knowledge of IT industry standards for computer hardware and software systems.
  • Working knowledge of program applications and criteria.
  • Understanding of data management areas and activities.

• Skills
  • Possesses strong interpersonal and communication skills.
  • Strong verbal and written communication and presentation skills.
  • Possesses strong analytical skills.
  • Demonstrates professionalism and respect in all forms of communication and correspondence.
  • Demonstrates proficiency with the application of change management principles.
  • Proficient computer skills working in an Electronic Medical Record (EMR), Practice Management software, and Microsoft Outlook, Word, Excel, and PowerPoint, Microsoft 365.
  • Decision-making and problem-solving skills to solve IT related issues.
  • Exhibits a high level of phone and customer service skills and etiquette.
• Abilities
  • Ability to practice integrity by showing an uncompromising adherence to strong moral and ethical principles and values.
  • Ability to maintain strict confidentiality of personnel, fiscal, health, and business information.
  • Ability to work in a fast paced, multi-tasking environment while managing rapidly changing demands and re-prioritizing as needed.
  • Ability to assess situations for continuous process improvement.
  • Ability to prepare and present adult learning materials, and successfully train adult learners as evidenced by successful use of systems.
  • Ability to develop and implement programs on an enterprise-wide basis.