Primary Objective (Job Purpose)

The IT Desktop Technicians serve as primary computer support for CEENTA’s user population. With a good grasp of PC hardware, desktop OS, and major office productivity applications, they will communicate with users and peers to assist in solving problems via Phone, remotely and in person.

Essential Functions (Duties/Responsibilities)

• Basic Epic EMR application troubleshooting
• PC hardware troubleshooting to the component level
• PC adds\moves\changes
• PC Imaging and configuration
• Printer maintenance, troubleshooting and additions
• Anti-Virus administration
• Spyware, Malware removal
• Create and provide documentation to resolve issues
• Remote, on-site and phone PC troubleshooting
• Travel to remote sites as required
• Ability to meet the physical and mental demands of the position
• The ability to work on-site
• Predictable, reliable, and prompt attendance

Skills and Abilities

• A good understanding of PC and printer hardware
• Windows 7, Windows 10 desktop OS knowledge User level Microsoft Office 2016 and O365
• Printer Management
• Basic Domain and TCP/IP knowledge and troubleshooting ability

Core Competencies

• Reliability and Dependability: Dependability and trustworthiness. Maintains acceptable attendance and punctuality.
• Customer Service: Demonstrate exemplary customer service to ensure a positive patient experience.
• Information Collection & Management Able be able to collect, organize, and monitor patient information and clinical data accurately and efficiently. This data includes Protected Health Information (PHI), which must be handled in compliance with the Health Insurance Portability & Accountability Act (HIPAA).
• Adaptability: Openness to different and new ways of doing things; willingness to modify one’s preferred way of doing things and demonstrates openness to new organizational structures, procedures, and technology.
• Organizational Skills: Plans and organizes tasks and work responsibilities to achieve objectives. Sets priorities. Schedules and completes tasks in an appropriate time span.
• Technical Knowledge: A good grasp of networking concepts and technologies and security fundamentals and developing new solutions with existing technology while acting as a technical resource in a specific area/program/application.
• Problem Solving Skills: Utilize active listening skills to identify user’s concerns, decipher what the issue is, and determine action steps to resolve the issue. The ability to identify the cause and effects of issues in the workplace by analyzing existing information to come up with appropriate solutions. This position requires proper escalation of issues to the Manager of Support Services.
• Written Communication: Ability to document progressive steps within CEENTA’s Ticketing system to resolve issues and convey what necessary information succinctly and effectively by using concise, clear, appropriate language.

Clinical Competencies (if applicable)

N/A

Training Period

There is a ninety (90) day training period for this position.

Accountability

Our mission is to be the premier eye, ear, nose, and throat group providing comprehensive, quality, and ethical healthcare to all in the Carolinas; to provide a favorable environment for the delivery of healthcare; and to provide for the wellbeing of the physicians and the employees of Charlotte Eye Ear Nose & Throat Associates, P.A.

Education

Entry-level position requiring high school diploma or GED.

Experience

2 years of computer support experience in an enterprise environment.

Certificates, Licenses, Registrations

CompTia A , Microsoft MCSA Windows 10 or other industry certifications are desired, as well as working knowledge of the Epic EHR application is highly desirable.

Work Environment

The work environment characteristics described are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervisory Responsibilities

IT Desktop Technicians report directly to the Support Services Manager and with oversight from executive leadership as needed.

This position has no supervisory responsibilities.

Position Type and Expected Hours of Work

This is an exempt position with hours Mondays-Friday and weekends as required. The hours may change at a moment’s notice according to the business needs. There is also the possibility of an on-call after-hours rotation.

Physical and Mental Requirements

The physical and mental demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands: While performing the duties of this job, the employee is regularly required to sit, talk, or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms to assist patients and/or clinic staff. This position requires sitting for many hours at a computer screen. The employee may be required to lift to 40 pounds at times.

Mental Demands: The Service Desk Technician can be placed in mentally stressful situations. The need to think clearly, react appropriately and professionally are of the utmost importance.

Travel

Travel between offices at a moment’s notice to provide end user support will be necessary for this role.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. In addition to those essential functions identified above, individuals in this position are also responsible for performing other duties or tasks that may be assigned. CEENTA retains the discretion to ad or change the essential job functions of this position at any time without notice.

A Typical Day in the Position

A Typical day in CEENTA IT encompasses answering patient and employee trouble calls. Remote and onsite repairing of computer systems and devices. Upgrading of personal computers, imaging and configuring computer systems.