IT Specialist / IT Help Desk Technician

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Department: IT

Hours: Fulltime (1.0 FTE) – 7:00 a.m. to 3:30 p.m. M-F – Includes after hours, weekend, and holiday call rotation.

Description:

Position Overview:

The Information Technology (IT) Specialist (IT Help Desk Technician) plays a crucial role in ensuring the smooth operation of technology systems within the critical access hospital. This individual provides technical support to hospital staff, troubleshoots IT issues, and assists in maintaining and upgrading hardware and software systems. The IT Help Desk Technician reports to the IT Manager and collaborates closely with other members of the IT team.

Duties and Responsibilities:

• Technical Support: Provide frontline technical support to hospital staff, responding to inquiries and troubleshooting issues related to hardware, software, network connectivity, and other IT systems.
• Issue Resolution: Diagnose and resolve IT-related problems in a timely manner, utilizing remote support tools or providing onsite assistance as necessary. Document all support activities and resolutions in the ticketing system.
• User Training: Assist end-users in utilizing IT systems effectively, providing training and guidance on software applications, security protocols, and best practices for IT usage.
• Hardware and Software Maintenance: Perform routine maintenance tasks on computers, printers, servers, and other IT equipment. Install, configure, and update software applications and operating systems as needed.
• Security Management: Implement and enforce IT security policies and procedures to safeguard sensitive data and protect against cyber threats. Monitor network activity and conduct regular security audits to identify vulnerabilities.
• Inventory Management: Maintain accurate records of IT assets, including hardware, software licenses, and peripheral devices. Conduct periodic audits of IT inventory and assist in procurement activities as required.
• Emergency Response: Provide support during IT emergencies or system outages, collaborating with other IT team members and external vendors to resolve critical issues and minimize downtime.
• Documentation and Reporting: Create and maintain documentation, user guides, and knowledge base articles for common IT procedures and troubleshooting steps. Generate reports on IT support metrics, including ticket volume, resolution times, and user satisfaction.
• Compliance: Ensure compliance with relevant regulatory requirements and industry standards, such as HIPAA, HITECH, and HITRUST. Participate in audits and assessments to verify adherence to IT security and privacy standards. Handle matters in a confidential manner when required.
• Continuous Improvement: Stay abreast of emerging technologies and best practices in IT support and healthcare IT. Recommend process improvements and technology upgrades to enhance the efficiency and effectiveness of IT operations.

Assume other duties and responsibilities that are related and appropriate to the position and area. The above responsibilities are a general description of the level and nature of the work assigned to this classification and are not to be considered as all-inclusive.

Minimum Education and/or Experience Required:

• Associate degree in the field of computer science, information technology, or related field.
• Prior experience in IT support or help desk role, preferably in a healthcare or hospital setting.

Additional Qualifications:

• Demonstrated troubleshooting abilities.
• Proficiency in diagnosing and resolving hardware, software, and network issues.
• Working technical knowledge of network and personal Computer (PC) operating systems including Windows.
• Extensive application support experience with Windows and Microsoft Office.
• Working technical knowledge of current network protocols and standards.
• Knowledge of IT security principles, including data privacy and confidentiality requirements.
• Familiarity with healthcare IT systems such as Electronic Health Records (EHR) and Picture Archiving and Communication Systems (PACS) is desirable.
• Strong analytical and problem-solving skills.
• Strong customer service orientation.
• Excellent oral and written communication skills required.
• Excellent interpersonal skills required, with the ability to ability to interact with users of varying technical proficiency.
• Must be able to read, write, comprehend, and verbally communicate in English fluently.
• Integrity and ability to work independently. Initiative to take on tasks without being told.
• Strong attention to detail.
• Adaptive to change, embraces change with optimism.
• Ability to prioritize assignments and manage time efficiently.
• Ability to operate technologies and equipment associated with this position.
• Must have a service mindset and a commitment to continuous learning.
• Ability to work outside of regularly scheduled hours if needed. This position may require occasional evening or weekend work to support IT maintenance activities or respond to emergencies.
• This position involves being on call to manage incoming support calls, which may require availability during evenings, weekends, and holidays.
• Mandatory Reporter training required within six months of hire.

Licensure/Certification Required:

• Certifications such as CompTIA A , Network , or Microsoft Certified Desktop Support Technician (MCDST) are a plus.

Physical/Cognitive Requirements:

• Sit: Constant
• Stand: Frequent
• Walk: Frequent
• Lift:
  • 10 pounds: Frequent
  • 25 pounds: Frequent
  • 50 pounds*: Occasionally
  • 75 pounds*: Occasionally
  • Greater than 100 pounds*: Occasionally
• Carry:
  • 10 pounds: Frequent
  • 25 pounds: Frequent
  • 50 pounds*: Occasionally
  • 75 pounds*: Occasionally
  • Greater than 100 pounds*: Occasionally
• Push/Pull:
  • 10 pounds: Frequent
  • 25 pounds: Frequent
  • 50 pounds*: Occasionally
  • 75 pounds*: Occasionally
  • Greater than 100 pounds*: Occasionally
• Squat/Kneel/Crouch: Occasionally
• Climb: Occasionally
• Balance: Occasionally
• Twist: Occasionally
• Bend/Stoop: Occasionally
• Crawl: Occasionally
• Grasp/Grip: Constant
• Talk: Frequent
• Hear: Frequent
• See: Constant

• Anything greater than 50 pounds- assist of two or more, or mechanical lift are required.

Environmental Factors:

• May be exposed to communicable diseases due to working in a health care environment.
• Works in a well-illuminated climate-controlled environment.
• Work environment is comfortable, with minimal exposure to physical hazards.
• Moderate noise level when machines/equipment in use but typically quiet environment.

Organizational Relationships:

Reports to: IT Manager

Employees supervised: None