Specialist, Information Technology Support

JOB SUMMARY

The job of the Information Technology Support Specialist is a service oriented position that is dedicated to ensuring that our patients, providers and administrative staff are supported in a manner that fulfills the teaching and medical care mission of the organization.

The position works independently to perform routine and moderately complex customer focused technical expertise on micro computing and networking related issues. This position maintains the security and functionality of the micro computing and networking infrastructure, including hardware, software and peripherals. This position requires a high level of understanding and knowledge of integrated information systems, technology products and services to assist end users with timely and accurate problem resolution. Works closely with end users at all levels in support of installed medical software. This position requires the ability to work independently and as a team member when collaborating with others in the organization. The position requires excellent listening skills, an analytical nature in approaching problems and a detail oriented mindset.

REPORTING RELATIONSHIPS

This position reports to the Information Technology Support and Telecommunications Manager.

ESSENTIAL JOB FUNCTIONS

While living and demonstrating our Core Values, the Information Technology Support Specialist will: 

• Install, configure, and maintain all hardware in a Microsoft Windows environment
• Support clinical and business computers along with all peripheral equipment
• Support all organizational and clinical staff with Information Technology needs, including account creation and password resets
• Run security and virus updates to safeguard computers against accidental or unauthorized damage, modification, or disclosure
• Provide technical support for all installed vendor specific software
• Research and recommend changes to improve system and network configurations
• Administer and monitor data security profiles on all IT/IS platforms
• Setup, configure and support internal and external networks
• Maintain working knowledge of latest operating systems and workstation technologies
• Understand and applies security issues and techniques across all existing computer platforms
• Provide individual departmental support for all EMR data mining imports and report cards
• Head security personnel responsible for clinical entry access and video capture/retrieve
• Provide technical support for mobile communications systems. Liaison with organization’s mobile communications service provider with regard to the purchase, upgrade and on-going planning for the use of mobile technologies within the Wright Center
• Develop and head an IT Training program for all employees. Create classes and track employee participation
• Responsible for supporting the Senior Systems Administrator and Senior Network Administrator with troubleshooting and problem solving of issues related to enterprise networks, servers and workstations
• Performs other duties as assigned by the Vice President, Information Technology and Innovation and Information Technology Support and Telecommunications Manager

QUALIFICATIONS

• Associate’s Degree in Information Systems, Computer Science or a related field preferred, or 2 – 3 years equivalent experience with a high school diploma or equivalent. Healthcare informatics and MEDENT experience a plus
• Ability to manage day-to-day responsibilities with minimal direct supervision
• Desire to work as part of the team when resolving issues
• Exceptional communication skills, written & verbal
• Self-Motivated, creative, logical, and critical thinker
• Strong inter-personal and communication skills
• A high level of understanding and knowledge of integrated information systems, technology products and services to assist end users with timely and accurate problem resolution
• Have excellent listening skills, an analytical nature in approaching problems and a detail oriented mindset
• Ability to establish and meet expected completion dates for work being performed
• Exceptional planning skills and ability to work within change control parameters
• Demonstrated commitment to providing customer-focused quality service
• Excellent oral, written and interpersonal communications skills
• Provide excellent customer service to internal and external customers