Information Technology Technician

The Information Technology Technician is the initial point of contact for staff experiencing IT issues. This role combines technical expertise, excellent communication skills, and a commitment to providing exceptional support services. Responsibilities include troubleshooting and resolving first-level support tickets, escalating issues as necessary, supporting audiovisual (AV) systems across clinic locations, and assisting patients and staff with technology applications used in care delivery. This position ensures a seamless IT and digital experience for both CareSouth employees and the patients we serve., * Knowledge and understanding of Employee Handbook.

• Carry out the meaning of the CSMD Mission and Vision statements.
• Practice a culture of safety to reduce or prevent risk of injury, claims, loss or liability by utilizing the Risk Management and Infection Control Plan.
• Perform responsibilities with a high-quality standard to yield improved compliance, quality, and patient outcome measures by adhering to the Quality Improvement Plan.
• Be present and ready for work as scheduled.
• Attend in-service trainings, departmental meetings and community events, as required.
• Work cohesively with team members.
• Knowledgeable of and applies the Vision, Mission, and Core Values of CareSouth.

General IT SupportOperations

• Assists with the day-to-day management and operations of information technology functions and projects.
• Sets up and maintains employee accounts, phone directory, and email address groups.
• Acts as a direct liaison between employees, technical support, and network vendor support services to identify and correct problems.
• Arranges equipment preventive/scheduled maintenance as required.
• Maintains inventory and documentation of CareSouth-supplied equipment and devices.
• Activates and terminates employee accounts and prepares employee access and identification badges.
• Provides assistance with laptop setup for orientation and other trainings.
• Serves as the primary contact for staff seeking technical assistance via phone or email.
• Performs remote troubleshooting through diagnostic techniques and relevant questions.
• Determines the best solution based on the issue and details provided by staff.
• Escalates unresolved issues to the next level of support personnel.
• Records events, problems, and their resolution in logs.
• Follows up and updates staff on status and resolution of issues.
• Communicates effectively with IT/Manager Service Provider for escalated issues and ensures resolution.
• Assists with developing recommendations for improving processes (workflow, operating procedures, etc.).
• Protects patient privacy and keeps all information confidential in accordance with HIPAA.
• Maintains open communication with all team members.
• Ensures adherence to organizational, OSHA, and other designated governing body requirements related to workplace safety.
• Follows established federal, state, and local policies, procedures, and programs relating to health and safety.
• Must be able to travel to CareSouth locations; onsite support at all clinic sites may be required.

Audiovisual (AV) Systems Support

• Installs, configures, and troubleshoots AV equipment including projectors, displays, conference room systems, video conferencing platforms (Teams, Zoom), and digital signage across all clinic locations.
• Performs routine maintenance and inspection of AV hardware to ensure reliable operation in clinical, administrative, and public-facing spaces.
• Coordinates AV setup for meetings, trainings, community events, and organizational presentations.
• Diagnoses and resolves AV connectivity issues including HDMI/display adapters, audio systems, microphones, speakers, and video endpoints.
• Liaises with AV vendors and third-party support as needed for advanced issues or warranty repairs.
• Maintains documentation of AV equipment inventory, configurations, and service records.

Patient-FacingPublic Application Support

• Serves as the on-site point of contact when CareSouth introduces new applications used by patients or the public (e.g., a nutrition tracking app, wellness tool, or patient portal); helps patients - including seniors and users with limited tech experience - understand and use these tools comfortably.
• Assists clinic staff in understanding and supporting patient-facing applications; acts as a day-to-day resource for staff who encounter questions or issues while helping patients use technology.
• Serves as the liaison between CareSouth staff, patients, and application vendors when issues arise; communicates problems clearly to vendor support and follows through to resolution on behalf of end users.
• Approaches patient technology support with patience and empathy, recognizing that many patients may be unfamiliar with mobile or web-based applications and require hands-on, in-person assistance.

Do you have experience in iOS?, Do you have a Associate's degree?, EducationCertification

• Associate's degree in Computer Science, Information Technology, or a related field required. Sixty (60) credit hours toward a Bachelor's degree or higher in a related field may substitute the Associate's degree.
• Hands-on familiarity with professional-grade AV equipment (displays, projectors, video conferencing systems, audio systems) is a plus; formal certification is not required.

Experience

• Four (4) or more years of related experience in help desk support and/or IT training, preferably in a healthcare setting.
• Demonstrated experience supporting or troubleshooting AV systems in a professional environment.
• Experience supporting end-user technology training or application onboarding for non-technical users, including members of the public.

Technical Skills

• Proficiency in Windows OS environments; familiarity with iOS and mobile device management.
• Strong proficiency in Microsoft 365 applications: Word, Excel, PowerPoint, SharePoint, OneDrive, Teams.
• Experience with help desk software, ticketing systems, databases, and remote control tools.
• Working knowledge of AV technologies including display systems, video conferencing endpoints, digital signage, and streaming platforms.
• Familiarity with patient portal platforms, telehealth applications, and/or healthcare information systems (e.g., Athena, Epic) is a strong plus.
• Familiarity with cybersecurity laws, regulations, and standards applicable to healthcare (HIPAA)., * Ability to adapt to different situations and learn new technologies quickly.
• Strong team-based, results-oriented, analytical, and problem-solving skills.
• Exceptional written and oral communication skills, with demonstrated ability to explain technical concepts in plain language to non-technical users including patients.
• Ability to organize, prioritize, and work independently while meeting deadlines.
• Patient-centered service orientation; comfortable working in a clinical environment with diverse patient populations., * Visual acuity - always.
• Hand-eye coordination - always.
• Manual dexterity - always
• Work is primarily sedentary; large amounts of time may be spent using a PC and health information systems.
• Lifting approximately 10-50 lbs. (AV equipment, monitors, and related hardware).
• Pushing, pulling - sometimes.
• Stooping, bending, sitting, standing - sometimes.
• Walking - frequent; short distances.
• Must be capable of standing on a step stool and reaching above head and shoulder area.