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QUALIFICATIONS
• Associate’s degree in Information Technology, Computer Science, Healthcare Informatics, or a related field (or equivalent work experience).
• Experience in IT support required
• Experience in a clinical or hospital setting preferred
RESPONSIBILITIES:
• Provide Tier 1 and Tier 2 support for clinical and administrative applications.
• Resolve issues related to network connectivity, printers, servers, and integrated clinical equipment.
• Troubleshoot and resolve issues related to hardware, software, network connectivity, and integrated clinical equipment for end-users (e.g., nurses physicians, administrative staff.
• Support critical systems such as, M365, Epic, Meditech and other clinical
• Maintain and troubleshoot IT hardware including Workstations on Wheels (WoWs), badge readers, barcode scanners, and printers.
• Respond promptly to IT issues in high-priority areas such as operating rooms and conference rooms.
• Monitor system performance and conduct routine maintenance on servers, virtual machines, cloud and local storage systems and other SaaS based webapps.
• Assist with software updates, patches, and backups for critical systems.
• Support onboarding and offboarding and manage user accounts, profiles, and access controls using Active Directory, Microsoft Azure/Entra and other related systems.
• Ensure organization compliance with HIPAA and healthcare IT security standards.
• Respond to and assist in resolving IT security incidents.
• Monitor ticketing system and other access logs and report irregularities.
• Enforce password policies and other cybersecurity policies and procedures.
• Educate users on new software features, updates, and downtime procedures.
• Develop and maintain user guides, technical documentation, and the IT knowledgebase.
• Collaborate with departments and vendors on system rollouts, upgrades, and hardware relocations and system integration efforts.
• Support IT projects such as new unit openings and workflow enhancements.
• Log, track, and resolve tickets through the service desk system.
• Triage and prioritize issues based on urgency and impact, escalating when necessary.
• Perform additional tasks as assigned to support IT operations and organizational goals.
KNOWLEDGE, SKILLS, ABILITIES
• Working knowledge of healthcare IT systems, clinical workflows, and EHR/EMR platforms (e.g., Epic, Cerner, Meditech, PACS).
• Familiarity with HIPAA, data privacy, and IT security regulations.
• Experience with network connectivity and troubleshooting. (preferred).
• Proficiency in Windows OS, office productivity software, and basic networking principles.
• Knowledge of system administration tools such as Active Directory, ticketing platforms, and remote support systems.
• Strong troubleshooting skills across hardware, software, and network connectivity
• Effective interpersonal and communication skills.
• Ability to train users, support software rollouts, and manage access controls.
• Highly organized and consistent in following and creating documentation and procedures.
• Adaptable and quick to learn in a dynamic clinical setting.
• Capable of working independently and escalating complex issues appropriately.
• Skilled in prioritizing and resolving multiple support requests in a fast-paced environment.
• Collaborative with cross-functional teams, vendors, and stakeholders during technology deployments.
• Committed to delivering courteous, efficient, and professional IT support.
• Adheres to organizational customer service standards.
PHYSICAL DEMANDS
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job the employee is frequently required to sit, converse, and listen; use hands to touch, handle, or feel objects, tools or controls; and to reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to adjust focus.
• The employee must be able to lift and/or carry over 20 pounds on a regular basis and be able to push/pull over 25 pounds on a regular basis.
• The employee must be able to stand and/or walk at least five hours per day.