IT Support Specialist

DIRECT SUPERVISOR
Information Technology Director

POSITION SUMMARY

This position will support all technology, including telecommunications and computer operations of Christian Community Health Center (CCHC). This position will be accountable and not limited to providing support to all staff technical needs, including the requirements related to accreditation and compliance. Responsible for assisting all CCHC staff with all hardware and software related questions. Other responsibilities include fielding support telephone calls, e-mail messages, and request for services forms from CCHC staff who are seeking guidance on technical problems.

MINIMUM QUALIFICATIONS

1. Technology related certification/degree required with at least 2 years of related experience.
2. Reliable transportation, valid Driver’s License and auto insurance.
3. Excellent knowledge of diagnosing and correcting issues within the Windows 10 operating system.
4. Experience with workstation, laptop, desktop and LAN printer hardware repair.
5. Knowledge of Microsoft Office 365 applications.
6. Must have experience handling high call volume service desk.
7. Must be able to safely move and lift equipment (20 – 40 lbs.).
8. LAN/ WAN experience preferred.
9. Excellent communication and problem-solving skills.
10. Willingness to be challenged and consistently grow and stay knowledgeable about new healthcare technology systems to improve the organization's workflow efficiency.
11. Ability to multitask and prioritize competing issues with minimal supervision.
12. COVID-19 Vaccination is a condition of employment.

RESPONSIBILITIES

1. Respond to Help Desk calls and emails. Log all calls and manage response escalation based on priority.
2. Create, suspend or delete accounts as part of New Hire or Separation process in AD.
3. Reset user IDs for LAN access in AD and other specified applications.
4. Communicate daily trends to IT leadership as needed.
5. Assist in Installs/Move/Add/Change process examples include but not limited to:
6. Deploying new desktops and ensuring proper data migration when applicable. Coordinating desktop roll down process (repurpose machines in the environment) as needed.
7. General Hardware installation or swaps including peripherals (i.e. monitors, mouse, keyboards, desktop printers, etc.).
8. Maintain accurate deployed stock inventory information on record.
9. Assist in the decommission of old equipment in coordination with building services and IT.
10. Supports the system set up and IT training needs of CCHC employees, through internal and external training opportunities, and train users on new applications and upgrades as needed and assigned.
11. Install new software releases and system upgrades (as needed).
12. Supports the Confidentiality, Integrity and Availability of CCHC’s IT infrastructure and makes recommendations for improvement (where needed).
13. Represents CCHC at various Information Technology related meetings, conferences and workgroups as needed and assigned by the Information Technology Director.
14. Programs and maintains the Yealink VoIP phone and voicemail systems.
15. Generate required departmental reports as assigned and needed.
16. Diagnose problems by asking accurate, concise questions in a professional and timely manner following the parameters and policies of Christian Community Health Center.
17. Serves as department backup support for Information Technology Manager.
18. Setup and maintain audio visual equipment for all virtual and in-person meetings.