POSITION:                   IT Technician

REPORTS TO:             Director of IT

CLASSIFICATION:    Hourly, Non-exempt

Company Overview:

First Baptist Medical Center (FBMC), a premier North Texas Surgical Specialty Hospital offering advanced and minimally invasive surgery. Our mission is to become a trusted provider of compassionate, superior healthcare services that enhance quality of life and provide hope for a healthier future for patients and families. Motivated by a reverence for life and respect for those they serve, the team at FBMC is committed to empowering patients through excellence in the care they receive.

KEY RESPONSIBILITIES:

IT Technician is a dual role position with responsibilities falling within the user support and system administration roles. IT Technician will diagnose computer problems, monitor computer processing systems, install software and perform tests on computer equipment and programs. Technicians may also set up computer equipment, schedule maintenance and teach clients to use programs. Other job duties can include minor repairs and computer parts ordering. IT technicians need strong knowledge of computers and how they operate, which includes having a broad understanding of hardware and software, operating systems and basic computer programming. Familiarity with electronic equipment, Internet applications and security may also be required. Technicians may also need good communication skills because this position requires frequent interaction with clients.

Knowledge & Duties:

• Work with Directors, Project Managers, Customers, and others to ensure success, coordinate and schedule resources for the installation of product for our customers with limited supervision.
• Work incident tickets to resolution
• Prioritizes work appropriately, carrying out assignments with minimal supervision
• Analyze business needs and new technology and make recommendation
• Assist with the development of support procedures for new systems
• Provide other entity technology support as needed
• Work to ensure all projects were completed satisfactorily and on-time
• Notify management if necessary tools and supplies to perform duties are not available
• Track inventory and update version from receipt to disposal
• Other duties as assigned as related to: tablets & smart phones, nurse call, overhead paging, satellite TV, CCTV cameras, video conference systems & digital displays

• Build and maintain key customer relationships with customers
• Responsible for customer satisfaction with desktop support services at each assigned entity
• Identify any trends in delivery of service, identify opportunities for improvement and escalate within IS to resolve
• Implement process changes to support desktop service delivery

• Serve as a second level IS technical support between service desk and entity end users and management
• Ensure that SLA are met
• Work with IT leadership to identify, escalate and resolve technical and process issues
• Work with vendors under supervision

• Adheres to Hospital and IT policies, procedures and standards
• Offers fresh insights and think creatively
• Challenges others to think through implications, generate possibilities and develop solutions
• Considers the ideas, needs and suggestions of other group members
• Easily adapt to change and remain stable in stressful situations
• Maintain a professional and helpful attitude towards customers

• Proficiency in Active Directory user management
• Follow change management policies
• HIPAA regulation knowledge is a plus
• VMWare administrative knowledge is a plus
• Symantec Antivirus policy management knowledge is a plus
• Cisco Call Manager administrative knowledge is a plus
• Office365 configuration and management
• Web and Email filtering policy management knowledge is a plus

• Completes required orientation as directed by facility
• Follows facility and OSHA safety rules and procedures while on assignment
• Upholds HIPAA regulations
• Punctual and dependent for assigned/confirmed shifts

Minimal Requirements (Education and Experience):

• Associate degree programs in computer science, information technology or computer information systems, bachelor's degree preferred
• Certifications in related technology preferred
• 2-3 years in a computer related technical support or customer service role with various outsourcing and services offerings, pricing and delivery structures
• Cisco routing and switching management experience preferred
• Demonstrates the ability to work under pressure or stress
• Demonstrates the ability to communicate effectively in both written and verbal form
• Demonstrates the ability to establish priorities among the essential functions of the job and coordinate these functions with others
• Demonstrates the ability to speak, read, and write the English language

• Customer Service Management, preferred
• Project Management, preferred
• Understanding of Microsoft networking & computing environment, required
• Strong written and verbal communications
• Ability to work with end users, management and vendor representatives

Positive Attitude & Teamwork:

• Demonstrates responsibility for scope of the position-personal safety and safety of others, including proper knowledge and use of all equipment and chemicals (if applicable), safe body mechanics, disaster code awareness/compliance, and infection control procedures
• Responds to or asks other employees for help if assistance is needed
• Adapts in order to meet hospital needs, setting aside personal desires for the well-being of patients
• Demonstrates willingness to take on new or additional responsibilities
• Actively seeks information and updates related to policy, practices, and requirements to ensure that work or service outcomes meet expectations, going above and beyond the minimum requirements in performing work or delivering service 
• Avoids unscheduled absences, including tardiness and early departures
• Raises concerns when others are sharing confidential or inappropriate information
• Attempts to find own replacement when ill or unable to work for any other reason

Physical Demands

• Ability to lift twenty (20) pounds.
• Ability to stand for extended periods
• Fine motor skills
• Visual acuity