POSITION DESCRIPTION:

This position provides primary support for end-user devices and network hardware to IHA providers and staff. Performs user support, maintenance, training, installation, and project coordination, as required in the support of assigned systems. Responsibilities include end-user device setup, application implementation and rollout and software maintenance. Provides on-site support for IHA administration and practices.

ESSENTIAL JOB FUNCTIONS:

1. Researches, evaluates, installs, configures, and troubleshoots all hardware peripherals, as well as equipment necessary to meet integrated systems objectives.
2. Defines and takes proactive steps necessary to avoid problems and minimize or eliminate system downtime, such as applying necessary patches, service packs, program upgrades or configuration changes.
3. Troubleshoots local practice network, systems, and applications to identify and correct malfunctions and other operational problems as the primary technical support to users of IHA systems.
4. Works closely with the service desk team and leadership regarding hardware and network support necessary for daily operations. Installs new software as directed.
5. Moves IT equipment as needed and ensures that all information delivered to offices, administration and departments is accurate, timely and complete.
6. Adheres to pre-defined SLAs and Service Desk Metrics.
7. Works with IT Leadership and IHA Compliance Officer on HIPAA compliance pertaining to software information services.
8. Provides off-hours support on a rotating basis (on-call).
9. Prioritizes telephone, email, and service desk inquiries as well as determines when to escalate to next tier of support and IT leadership.
10. Communicates effectively with IHA personnel to ensure coordinated efforts regarding system changes and issues.10. Serves as a point of contact for system vendors regarding system issues or questions; ensures that system enhancements are effectively and efficiently implemented by serving as a liaison between IHA and system vendor.
11. Performs other duties as assigned.

ORGANIZATIONAL EXPECTATIONS:

1. Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the mission and values of both IHA and Trinity Health.
2. Must be able to work effectively as a member of the Field Services team.
3. Successfully completes IHA’s “The Customer” training and adheres to IHA’s standard of promptly providing a high level of service and respect to internal or external customers.
4. Maintains knowledge of and complies with IHA standards, policies and procedures.
5. Maintains complete knowledge of office services and in the use of all relevant office equipment, computer and manual systems.
6. Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines.
7. Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and respects cultural differences.
8. Uses resources efficiently.
9. If applicable, responsible for ongoing professional development – maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities.

MEASURED BY:

Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.

ESSENTIAL QUALIFICATIONS:

EDUCATION: Associate’s Degree or equivalent experience. CompTIA A or Microsoft MTA certification preferred. Experience with Active Directory, Citrix XenApp, and Microsoft 365 preferred.

CREDENTIALS/LICENSURE: None

MINIMUM EXPERIENCE: 2 years of experience in an IT support position.

POSITION REQUIREMENTS (ABILITIES & SKILLS):

1. Broad knowledge of multi-level desktop/laptop computer systems, applications and/or equipment.
2. 2 years’ experience with Microsoft Windows, Office, and other typical end-user support issues.
3. Ability to diagnose and resolve hardware, software, networking and printing issues.
4. Basic understanding of LAN/WAN technologies.
5. Previous experience providing phone support and remote technology to resolve end-user issues.
6. Excellent communication skills in both written and verbal forms, including proper phone etiquette. Ability to speak before groups of people, either in-person or virtually.
7. Ability to communicate technical information to non-technical personnel.
8. Ability to work collaboratively in a team-oriented environment; displays courteous and friendly demeanor.
9. Ability to work effectively with various levels of organizational members and diverse populations including IHA staff, providers, vendors, external customers and others as necessary.
10. Good organizational and time management skills to effectively juggle multiple priorities and time constraints related to system support, upgrades and implementations.
11. Ability to exercise sound judgement and problem-solving skills, specifically as it relates to resolving IT issues.
12. Ability to handle IHA staff and organizational information in a confidential manner.
13. Successful completion of IHA competency-based program within introductory and training period.
14. Requires the ability to drive to office locations.
15. Performs other duties as assigned.

MINIMUM PHYSICAL EXPECTATIONS:

1. Physical activity that often requires keyboarding and phone work.
2. Physical activity that often requires extensive time working on a computer.
3. Physical activity that sometimes requires walking, standing, bending, stooping, reaching, and/or twisting.
4. Physical activity that sometimes requires lifting, pushing and/or pulling under 50 lbs.
5. Specific vision abilities required include close vision, depth perception, peripheral vision and the ability to adjust and focus.
6. Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.
7. Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.
8. Requires the ability to drive to office sites.

MINIMUM ENVIRONMENTAL EXPECTATIONS:

This job operates in a typical office environment which involves frequent interruptions and significant interaction with people which can be stressful at times.