Description

Job Title: IT & Support Specialist 

Reports to: Technology & Health Information Systems Manager

Department: Administration

Revised: February 2023

FLSA Status: Non-Exempt

Salary Grade: S1NE

JOB DESCRIPTION:

The IT & Support Specialist (ISS) reports to the Technology & Health Information Systems Manager. The ISS position installs, modifies, and makes minor repairs to agency computer hardware and software systems, and provides technical advice and support to system users. The Technology & Health Information Systems Manager is responsible for coordinating, planning, and assisting in IT-related activities in an organization. Duties, responsibilities, and activities may change depending on business requirements at any time with or without notice.

JOB RESPONSIBILITIES (includes, but not limited to):

• Installs hardware and peripheral components such as monitors, keyboards, printers and disk drives on agency computers and laptops.
• Loads appropriate software packages such as operating systems, networking components and office applications.
• Assists in the customization and adaptation of existing programs to meet user requirements.
• Provides telephone, in-person, and online support to end users.
• Coordinates activities with network services and information systems groups.
• Provides updates, status, and completion information to manager and/or users, via voice mail, e-mail or in person communication.
• Refers major hardware problems to the managed IT vendor for correction.
• Connects users to networks and provides initial training in facilities and applications.
• Assist in maintenance of Servers and back-ups as requested by managed IT vendor.
• Provide call manager support (add phones, extensions, voicemail, features, etc.)
• Assisting in onboarding staff in all aspects of IT
• Assist procurement with IT purchases
• Operate helpdesk support system and provide monthly reports to COO.
• Provide support to employees working offsite to ensure connection to VPN.
• Provide IT support to staff in preparation for meetings onsite and offsite.
• Work with clinical staff to ensure Telemedicine equipment is working and assist in expansion of program.
• Assists in administering e-mail and anti-virus systems.
• Assists in research and procurement of computer accessories, supplies, hardware and software needed to satisfy user requirements.
• Maintains physical inventory of all computers, laptops and other IT related hardware and software.
• Monitors activity logs for any errors or system alerts.
• Performs other duties as assigned.

Job Qualifications and Skills:

• Demonstrate multi-cultural sensitivity and experience or interest in working with underserved communities, with a wide understanding of culture, beliefs, and economic levels.
• Ability to handle confidential and proprietary information appropriately, high level of integrity. 
• Must have a strong ability to prioritize and organize workload, handle several/different tasks at once, adapt quickly to change, work independently, and deliver under pressure. 
• Demonstrate effective problem-solving skills and maintain focus in fast-paced work environment.
• Ability to exercise good judgment in a variety of situations, with strong written and verbal communication skills.
• Ability to set appropriate boundaries with clients, peers, as well as interacting professionally with other members of the organization.
• Ability to work in a compassionate team-oriented environment.
• Understand and commit to uphold Cempa Community Care’s Principles, Core Values, pledge of confidentiality, and organization’s policies and procedures.

Education and Experience Required

• Associate degree in Information Technology or related field
• Certifications: RHIA or RHIT, MCSE or ITIL

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

LANGUAGE SKILLS

Verbal and written communication skills must be professional and of the highest caliber. Perfection in both forms of communication is essential, as this position represents the Company and provides communication on behalf of the Company.

MATHEMATICAL SKILLS

To adequately perform the functions of this position, an individual must possess a basic knowledge of accounting practices and have a basic understanding of mathematics to perform simple financial duties. Proficiency in addition, subtraction, multiplication, and division, as well as the use of a ten-key calculator, are expected.

REASONING ABILITY

The Technology & Health Information Systems Manager is responsible for making decisions of greater magnitude, this position will not have the autonomy and authority to make decisions on behalf of the company. However, the IT and Support Specialist Systems must have the ability to analyze situations, examine options and consequences, and be held accountable for this decision-making process is critical to the overall operation.

CERTIFICATES, LICENSES, REGISTRATIONS

Additional IT certifications would be helpful and is preferred.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Must have the ability to travel independently throughout the organization to access information from other departments. Must have the ability to sit for long periods of time.

The physical demands described here 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.

Normal range of motion to fulfill job duties as described above.

Some occasional lifting, up to twenty (20) pounds.

Sitting and working on computer for up to two (2) hours at a time.

Climbing stairs occasionally throughout the day.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Controlled temperatures within a two-story building

No smoking within the building

Bathrooms provided in building

Parking provided at the back of building across the street and walking/ambulating outdoors in elements necessary. 

I have discussed the job description and responsibilities with my employer or my employer’s representative. My signature below indicates agreement with and understanding of the duties required.

Print Name: ___________________________________

Employee Signature: _____________________________ Date: ___________________

Supervisors Signature: ____________________________ Date: ___________________

Posted qualifications serve as a guide for candidate review and are not all inclusive. Cempa Community Care reserves the right to deviate from posted credentials in determining what combination of candidate education, experience and skills are best suited to a position.

Cempa Community Care is an equal provider of services and an equal opportunity

employer--Civil Rights Act of 1964 and Americans with Disabilities Act of 1990.