IT Support Specialist (This is NOT a remote position)

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Spanish and Karen bilingual applicants encouraged to apply for any open positions in which you are qualified.

Reports To: Director of Information Systems

Status: 80 hours per two week pay period

Shift: 8:00 am 4:30 pm

Job Schedule: Full time

Weekly Hours: 40 hours

Pay/Benefits: HRMC offers a competitive salary and benefits package.

NOT A REMOTE POSTION

Position Purpose:

The IT Support Specialist provides first-line technical support for end users. This role is responsible for troubleshooting software hardware and system issues responding to help desk requests and ensuring clinicians and staff receive timely technical assistance to support quality patient care.

Essential Job Functions:

Serve as the initial point of contact for support requests via phone e-mail and ticketing system.

Troubleshoot and resolve desktop application issues including login problems printing workflows and user access.

Escalate complex issues to the appropriate application analysts or vendors while maintaining communication with end users.

Provide technical support for desktops laptops printers scanners mobile devices and peripheral equipment.

Install configure and maintain computer hardware software and operating systems.
Create modify and deactivate user accounts while ensuring compliance with security and HIPAA policies.

Document all support requests resolutions and follow-up activities in the IT service management system.

Assist with onboarding by setting up computers user accounts and system access for new employees.

Educate users on technology best practices and proper use of Cerner applications.

Participate in after-hours or on-call support as assigned.

Support system upgrades maintenance and downtime procedures.

Collaborate with clinical administrative and IT teams to improve workflows and resolve recurring issues.

Demonstrates the mission of the hospital is met by demonstrating the Core Values

o Respectful-We value the unique talents ideas contributions and circumstances of each individual.

o Engaged-We value being active positive participants at work and in our communities.

o Available-We value providing local access to care for our communities while being present for each other.

o Competent-We value knowledge people-centered innovative and technology driven teams.

o Helpful-We value always helping others with kindness and compassion.

Qualifications: (Minimum Education and Experience)

Education

Associate degree in Information Technology Computer Science or related field or equivalent work experience.

2 years of IT help desk or technical support experience.

Experience

Experience supporting Cerner or another electronic health record (EHR) system preferred.

Knowledge of Windows operating systems Microsoft 365 Active Directory and networking fundamentals.

Excellent troubleshooting and problem-solving skills.

Strong customer service and communication skills.

Ability to prioritize multiple tasks in a fast-paced healthcare environment.

Knowledge Skills and Abilities

• Knowledge of Human Resources principles and employment practices.
• Understanding of recruitment onboarding and employment documentation.
• Strong organizational and time management skills.
• Excellent interpersonal written and verbal communication skills.
• Ability to manage multiple priorities while maintaining attention to detail.
• Ability to maintain confidentiality and exercise sound judgment.
• Proficiency with Microsoft Office applications and Human Resources Information Systems.
• Ability to establish positive working relationships with employees leaders applicants and community.
• Experience in a hospital clinic or healthcare setting preferred.
• CompTIA A Network or Microsoft certification preferred.
• Familiarity with remote support tools and ticketing systems preferred.
• Understanding of HIPAA regulations and healthcare privacy requirements.

Other Key Competencies

Customer-focused mindset

Strong analytical and troubleshooting skills

Excellent verbal and written communication

Ability to work independently and collaboratively

Attention to detail and accuracy

Adaptability and willingness to learn new technologies

Professionalism and confidentiality