IT Support Technician

Supports, maintains and provides technical assistance to healthcare professionals by troubleshooting and resolving issues relating to in-house computer systems, desktops, and peripherals and software while ensuring optimal workstation performance and adhering to strict data security and HIPAA compliance regulations.

Primary Job Responsibilities:

• Assist in the daily operations of the Information Technology Department.

• Answer incoming IT help desk calls and work tickets.

• Evaluate and prioritize help desk requests.

• Performs on-site and remote analysis, diagnosis, and resolution of complex PC and hardware related problems for a variety of end users, and recommends and implements corrective hardware solutions, including off-site repair as needed.

• Develops and maintains inventory of all computers, printers and other peripheral equipment.

• Set up new computer hardware and peripheral equipment as needed.

• Monitors and tests PC performance and updates or replaces as needed.

• Perform account management functions including, but not limited to, unlocking user accounts, re-enabling computer accounts, password resets, and user identity verification.

• Assists with Active Directory group policies and troubleshooting procedures.

• Diagnose and resolve software and hardware failure, repair, installation, and removal and document resolution.

• Recommends, schedules, and performs PC, hardware and peripheral equipment improvements, upgrades, and repairs.

• Establish a preventative maintenance program for PC, printer and peripheral equipment.

• Supports development and implementation of new technology projects.

• Assists with the installation of hardware and software as needed.

• Support and educate end users on basic computer skills and usage as support arises.

• Works with third-party support and PC equipment vendors as necessary.

• Administers software update management on all related hardware as needed.

• Administers endpoint protection and anti-malware solution, including update management, alert monitoring, assistance with device isolation and remediation, and triaging escalations on all related instances.

• Assists in the daily operation of the Electronic Medical Record (EMR) software and other business critical software, (including CPSI, Epic, M365.).

• Conducts research on computer products in support of PC and printer procurement and development efforts. Evaluates and recommends hardware products for purchase.

• Aids in development of business continuity and disaster recovery plans, maintains current knowledge of plan executables, and responds to crises in accordance with business continuity and disaster recovery plans.

• Serves as a liaison for the Information Technology Department.

• Will embody FOCUS values through interactions with patients/residents/children and coworkers.

• Perform other related duties as assigned or requested.

• Associate’s degree or equivalent from two-year college or technical school; or two to three years related experience and/or training; or equivalent combination of education and experience.

• 2+ years of experience providing desktop, help desk, endpoint, or technical support in a Microsoft Windows environment.

• Experience performing delegated Active Directory administration and supporting network-connected devices., * Experience in the healthcare field.