POSITION SUMMARY

Provide daily computer, network, and healthcare applications technical support to end-users as well as contract support end-users. Requires detailed analysis, prioritization, and timely resolution of daily helpdesk support tasks and assignments.

ESSENTIAL FUNCTIONS 

1. Work under the supervision of the IT Systems Manager in a positive and respectful team-oriented environmentwhere learning and information sharing as well as communication is welcomed and essential for a successful department and overall end-user experience. 

2. Serve as IT helpdesk end-user technical support at the clinic, teen center, physical therapy, and all departments within the LHC organization. Some travel between Laguna and Albuquerque may be required. 

3. Work with helpdesk web applications such as SolarWinds for all helpdesk requests. 

4. Troubleshoot and support end users with healthcare applications such as IHS RPMS-EHR and other applications for radiology, lab, pharmacy, etc. 

5. Troubleshoot, install, operate, and maintain Microsoft Windows desktop and server operating systems. 

6. Install, troubleshoot and support Microsoft Office 365 business applications, Adobe, Web, and network computer security applications. 

7. Operate, troubleshoot and correct computer issues and computer network equipment, Wi-Fi, peripherals, communication services and devices, as well as printing/copier and other related network devices. 

8. May work with various network, RPMS, and ScriptPro contract support personnel on troubleshooting and resolving technical issues, as well as Albuquerque Area information technology support personnel on variousnetwork and RPMS-EHR troubleshooting issues. 

9. Serve as primary point of contact for staff fielding inquiries; troubleshoot and resolve information technology issues to ensure all informational technology systems are operational. Install and/or repair equipment and resolve computer and network problems. 

10. Work with IT Systems Manager to develop and provide computer applications training and discuss technical aspects regarding hardware and software solutions. 

11. Maintain computer/network processes, protocols, and procedures, ensuring compliance with applicable policies and procedures as well as health related IT regulations. 

12. Ensure that current IT policies and procedures as well as security policies are adopted, implemented, and maintained in order to ensure patient and staff confidentiality. 

13. Participate in a variety of meetings, groups, and/or committees to communicate and confer about process analysis of existing procedures and systems. 

14. Participate in new clinical processes and projects around IT, prepare for testing, discuss the roll-out of new projects and software upgrades, and/or discuss other applicable issues. 

15. Keep abreast of technological trends through participation in educational programs, training, meetings, and workshops. 

16. Provide consultation and training to staff in areas of technology which includes Microsoft desktop applications, audio/visual, scanning, printing, and security. 

17. Effectively communicate with all users of the systems to ensure new project implementation success and user needs are identified and met. 

18. Participate and awareness in information technology department budget planning for future information technology needs of organization.

MINIMUM QUALIFICATIONS

Associate Degree or Certificate in Computer Science, Information Technology, Management Information Systems or related field from an accredited college or university OR High School Diploma or GED with two (2 ) years information technology experience working with Microsoft Windows and Office 365, computer networking, systems analysis, and/or computer applications helpdesk support utilizing an IT helpdesk ticket system. RPMS-EHR support or similar healthcare applications experience desirable. IT certification preferred.

Knowledge, Skills, Abilities 

1. Knowledge and experience of Microsoft Windows 10, 11. 

2. Knowledge and experience in Microsoft Windows server and Active Directory. 

3. Knowledge and experience in HITECH, HIPAA, and network security. 

4. Knowledge and experience in basic backup and disaster recovery technologies. 

5. Knowledge and experience of Microsoft Office 365, Adobe, Outlook, Teams, OneDrive, Web browser and web applications, and other healthcare desktop applications support. 

6. Knowledge and experience with IHS RPMS-EHR healthcare application but not required. 

7. Experience in providing end-user desktop support and resolving helpdesk requests in a timely manner. 

8. Knowledge and experience in supporting network systems, Wi-Fi, and peripheral devices. 

9. Knowledge and experience in troubleshooting computer/printer hardware and calling vendors for warranty support. 

10. Ability to troubleshoot sometimes complex applications and systems and work with vendor technical support, developers, and contract support. 

11. Records management principles and practices. 

12. Techniques for dealing with a variety of individuals from various socio-economic, ethnic and cultural backgrounds, in person and over the telephone. 

13. Principles and techniques of making effective oral presentations. 

14. Excellent customer service, interpersonal, and communication skills. 

15. Highly self-motivated and directed, with keen attention to detail. 

16. Excellent understanding of the organization’s goals and objectives. 

17. Ability to organize and prioritize daily work assignments.

This position will be subject to a criminal history background check, a suitability background check and/or a credit report check. In addition, some positions are subject to a more extensive background check to ensure compliance with Public Law 101-630 Indian Child Protection and Family Violence Prevention Act. Candidates must be able to successfully pass all required background checks to qualify for this position. All applicants must successfully pass a pre-employment drug/alcohol screening prior to beginning employment and will be subject to random drug/alcohol testing.