Job Details
Job Location
Wheaton - Wheaton, MD
Description
COMPUTER SUPPORT SPECIALIST
JOB TITLE: Computer Support Specialist
LOCATION: Wheaton, MD; will be expected to travel to all ARA locations as needed
4-DAY WORK WEEK
EXCELLENT BENEFITS
FREE PARKING
GENERAL SUMMARY OF DUTIES:
Under the direction of the Director of Quality & Compliance, the Computer Support Specialist will provide IT related support to all clinical and operational areas of the practice, as well as perform routine tasks in support of quality and compliance and IT activities. While primarily focused on performing routine tasks, the position will tackle a wide variety of challenging initiatives, as assigned. The employee may assist with both large-scale projects over extended periods and with day to day tasks that arise, all with the purpose of ensuring sound decision-making, improving operations and compliance with applicable rules, policies, laws and regulations.
SUPERVISION RECEIVED: Reports directly to the Director of Quality & Compliance.
SUPERVISION EXERCISED: N/A
WORKING CONDITIONS: In office.
TYPICAL PHYSICAL DEMANDS: Requires prolonged sitting. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, and other office equipment. Requires good oral and written communication skills. Requires traveling and required physical labor for handling and setting up IT related equipment like computers, laptops, printers, etc.
EXAMPLES OF DUTIES: (List may not include all duties)

• Assists with implementation of software upgrades, new products, enhancements or any IT projects.
• Will maintain accurate and up-to-date information with company IT assets.
• Will assist all locations with specific and generalized IT support needs such as delivering replacement equipment or spares and installing or setting them up.
• Will maintain and keep organized the main IT closet as well as each site's IT closet if applicable.
• When making site visits to other locations, assist with any needs users have at the time of visit if able. Take notes and escalate items that can't be resolved to necessary parties.
• Will serve as a liaison for IT needs at ARA with third party IT support.
• May participate in meetings with third party IT support and any project meetings when the need arises.
• May serve as an initial point of contact for the organization to troubleshoot IT related issues and escalate, if necessary, to other parties.
• Provide additional support for desktops, laptops, printers, software applications, and other IT related items which may include installation, configuration and troubleshooting when applicable and along side third party IT support.
• Assist with password resets, account unlocks and access requests, following established authentication and security procedures along side third party IT support. This will include password resets for company EMR cloud access through AD manager.
• Interact with company employees as well as third party vendors in a professional and courteous manner, providing updates on service requests, explaining technical issues and solutions, and ensuring a positive experience.
• Identifying opportunities for process improvement and optimization in IT operations, tools, and procedures, and collaborate with necessary team members and management to suggest and/or implement changes.
• Maintain documentation of troubleshooting steps and solutions for issues which can be referenced again when needed and shared with third party IT support.

PERFORMANCE REQUIREMENTS:
Knowledge, Skills and Abilities

• General IT knowledge, needs to have knowledge how to set up equipment like computers, printers, scanners, etc
• Customer Service skills
• Strong organizational skills
• Ability to think critically and problem solve
• Accuracy, with extreme attention to detail
• Flexible and team oriented
• Self-starter with an intense desire to help others
• Generous with time and efforts
• Basic understanding of operations within a medical office preferred
• Ability to listen closely and anticipate internal & external customer needs
• Knowledge of Microsoft 365 products
• Ability to effectively communicate (verbally and written)
• Reliable and dependable
• Ability to work collaboratively with people of all levels of the organization

HIPAA-Minimum Necessary Access to PHI
The responsibilities associated with this position allow access to the computer role of Site Administrator only.
We are committed to enforcing minimum necessary access to our patients' PHI by limiting the uses and disclosures of this information within our practice. In order for this employee to carry out his/her job (carry out TPO) in a manner that best serves our patients, the employee needs access the afore mentioned computer role. Role descriptions are explicitly defined in our HIPAA manual. Access to computer information is password protected. Upon termination of an employee, his/her password will be deleted from the system.
Qualifications
EDUCATION:
High School Diploma or GED required.
Undergraduate degree preferred
EXPERIENCE:

• Preferred customer service experience, 1 year
• Preferred experience working in a healthcare setting, 1 year
• Preferred experience working in Information Technology, 1 year
• Demonstrate aptitude with technology and software applications

DISCLAIMER:
The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.