Specialist, IT Support

SCOPE OF ROLE

Reporting to the Manager, IT Support, the Specialist, Information Technology (IT) Support will demonstrates a strong understanding of IT operations in a healthcare environment. You will ensure staff satisfaction and adoption of IT systems by supporting and ensuring that hardware, peripherals, operating systems, applications, telephony, security systems, and audiovisual devices are available and functioning optimally. The Specialist, IT Support will be successful by ensuring that the staff is utilizing technology in a manner that improves their efficiencies.

HOW YOU’LL SUCCEED ___________________________________________________________________

Technical Support

• Monitor, prioritize, respond, and resolve end-user requests for technical support discovered or submitted via phone, service catalog, e-mail, chat, and face-to-face within established service levels.
• Perform all duties with a strong customer service orientation communicating in a clear manner with staff, clients, and third party vendors.
• Provide onsite and remote technical support for hardware, peripherals, operating systems, applications, telephony, networks, security systems, and audiovisual devices, including but not limited to the following.
• Hardware: Desktops, Laptops, Tablets, Thin Clients
• Peripherals: Printers, Scanners, POS, Signature Pads, SSO Devices
• Operating Systems: Windows 10, Windows 11, iOS, Android
• Applications: O365, Manage Engine, Epic, Doxy, DocuSign
• Telephony: Desk Phones, Cell Phones
• Audiovisual: Projectors, Monitors, Sound Systems, Overhead Paging

• Escalate incidents and service requests to appropriate personnel in a timely manner after resources have been exhausted.
• Aid in the planning, rollout and implementation of new systems including staff training and demonstration.
• Maintain an inventory of computer software and licenses, hardware and manuals.
• Ensure compliance with software licensing requirements.

Teamwork

• Communicate, collaborate and coordinate with IT Support and Systems Administration teams on a daily basis.
• Support initiatives and projects that require multiple team members to complete.
• Share the overall team load by aiding and supporting team members carrying a heavier work load.
• Participate in all assigned staff meetings and staff development programs.

Continual Service Improvement

• Provide proactive support by performing root cause analysis, identifying trends and themes in service requests as well as developing technical, training, and policy or procedural strategies to mitigate them.
• Engage with your team by researching and recommending system improvements and upgrades to ensure maximum efficiency and availability.
• Continually enhance current functional knowledge through continuing education classes, printed publications, and Internet resources to improve overall job performance.
• Participate in all assigned quality assurance and utilization review activities.

Policy Compliance

• Comply with all agency policies and procedures.
• Maintain all aspects of HIPAA, promoting patient confidentiality and right to privacy.
• Adherence and completion of compliance training provided by Signature Health.
• Responsible for and completes all productivity/documentation requirements.
• Demonstrate appropriate attendance and punctuality in adherence with Signature Health policies.
• Other duties as assigned.

KNOWLEDGE & EXPERIENCE ______________________________________________________________

• High School Diploma or equivalent required.
• 1-3 years’ experience training supporting and training IT users on systems and equipment required.
• Bachelor’s Degree preferred.
• Knowledge of troubleshooting hardware, peripherals, operating systems, applications, telephony, networks, security systems, and audiovisual devices.
• Proficient in Windows OS, Microsoft Office.

COMPETENCIES ___________________________________________________________________

• Customer Service
• Problem Solving
• Communication
• Attention to Detail
• Planning and Organizing

WORKING CONDITIONS ___________________________________________________________________

• Work is normally performed in a typical interior/office/clinical work environment.
• While hours of operation are generally standard, flexibility to work evenings and extended hours may be required.
• Requires periods of sitting, standing, telephone, and computer work.
• Hearing: adequate to hear clients or patients in person, over the telephone or through telehealth technology.
• Speaking: adequate to speak to clients or patients in person, over the telephone or through telehealth technology.
• Vision: Visual acuity adequate to perform job duties, including reading information from printed sources and computer screens.
• Physical effort required: occasional lifting and carrying items weighing up to 15 pounds, unassisted.
• Possible exposure to blood borne pathogens while performing job duties.
• Frequent bending, reaching, and repetitive hand movements, standing, walking, squatting and sitting, with some lifting, pushing and pulling exerted regularly throughout a regular workday.
• Sufficient dexterity to operate a PC and other office equipment.

This Success Profile is not an exhaustive list of all functions or requirements that you may be required to perform; you may be required to perform other job-related assignments as requested by your supervisor or the company. You must be able to perform the essential functions of the position satisfactorily; however, if requested, reasonable accommodations may be made to enable you to perform the essential functions of this job, absent undue hardship. Signature Health may revise this Success Profile at any time, with or without advanced notice.

All employees of Signature Health are required to comply with the Signature Health Annual Influenza Vaccination Policy. This policy requires employees to obtain an annual flu vaccination. A medical and/or religious exemption may be submitted for review by the Signature Health Review Committee. Exemption requests are not guaranteed to be approved.

#INDSH1

Job Type: Full-time

Benefits:

• 401(k)
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday
• No weekends

Work Location: One location