IT Support Technician ( Full-Time)

GENERAL DESCRIPTION:

IT support in a medical center providing high-touch technical assistance for hardware, software, and clinical peripherals (printers, scanners) while ensuring HIPAA compliance. Key responsibilities include managing service tickets, troubleshooting network connectivity for workstations, and ensuring connectivity of medical devices.

Provides Tier I/II troubleshooting for computers, tablets, and peripherals, ensuring maximum uptime for clinical staff to deliver patient care at all MyCare locations, under the general supervision of the Chief Financial Officer, VirtuALLY IT Director, and VirtuALLY 2nd level Computer Technicians.

SPECIFIC DUTIES:

• Clinical Support: Installs and supports employee workstations, printers, scanners, and imaging equipment.

• Technical Support: Resolves Windows/OS issues, network connectivity, and login issues, providing both on-site and remote troubleshooting.

• Assist 2nd level Technicians to troubleshoot/analyze PC system problems and exercise resourceful methods to resolve identified problems.

• Assist with installation of software/hardware on MyCare employees devices.

• Asset Management: Manages IT inventory, including deploying new hardware, maintaining equipment, and securely disposing of old, data-containing devices.

• Verify receipt of all shipments to the I.T. Department and update inventory system.

• Responsible for the setup of new devices and assistance in the onboarding process for new users.

• System Security: Ensures all devices comply with HIPAA and internal security policies regarding patient data.

• Help Desk: Provides Tier I support in a timely manner, utilizing escalation to Tier II as required.

• Utilize help desk software to resolve entry-level issues.

• Update helpdesk tickets to include issue resolution steps.

• Provide follow-up (customer service) on tickets.

• Documentation: Logs and tracks all support requests in a ticketing system, documenting solutions to build a knowledge base.

• Other duties as required.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Must demonstrate excellent interpersonal skills and team-building skills;
• Must have excellent decision-making skills, and attention to detail is imperative;
• Ability to work in a fast-paced environment and prioritize urgent medical IT needs.
• Professional written, verbal and listening communication skills;
• Excellent computer skills including expert knowledge of Microsoft Office suite and Outlook;
• Database management proficiency required; data entry skills required;
• High functioning stress management, time management, and critical thinking skills are necessary for success in this role;
• Knowledge of office equipment, such as photo copiers, fax machines, preferred.
• Federally Qualified Health Center experience preferred, but not required.

PERSONAL ATTRIBUTES:

• Must maintain strict confidentiality in performing the assigned duties.
• Must be honest and trustworthy, respectful of others.
• Must be flexible and possess cultural awareness and sensitivity.
• Must have reliable transportation.

MINIMUM QUALIFICATIONS:

• Experience: 13 years in IT desktop support or training preferred, within a hospital or clinic setting a plus.
• Education: High school diploma or GED; technical degree or IT certifications (e.g., CompTIA A+) preferred.
• Previous experience or applicable technical training required.
• Proficiency in Windows OS, Active Directory, network troubleshooting, and customer service.

BENEFITS:

• After 90 Days of Employment, benefits may vary based on employment status
• Student loan forgiveness programs (based on position and available federal programs)
• 11 Paid Holidays Annually (1 floating)
• Up to 160 hours of annual PTO (based on start date)
• Affordable premiums for medical, dental, and vision insurance coverage for individuals and families
• No cost life insurance coverage (additional coverage optional for a fee)
• Long term disability insurance
• 401K and Roth 401k retirement plans with discretionary employer match
• Flexible Spending Account (FSA)
• Short term disability insurance (optional for a fee)
• Employee Assistance Program (EAP)

MyCare Health Center is an Equal Opportunity Employer. Applicants will be considered for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristics protected by applicable law.