What are the responsibilities and job description for the Information Technology (IT) Officer position at Health Care Center for the Homeless?
Position Summary
The Information Technology (IT) Officer is responsible for supporting and maintaining Orange Blossom Family Health's technology environment to ensure secure, reliable, and efficient delivery of clinical and business services. As an IT Generalist, this position provides end-user support, systems administration, network administration, cybersecurity, and technical project support across all OBFH locations. The IT Officer works at the supervision of the Chief Information Officer to support all IT infrastructure and technology that enables quality patient care, operational excellence, and regulatory compliance.
Essential Duties and Responsibilities End-User Technology Support
- Provide Tier I and Tier II technical support for desktops, laptops, mobile devices, printers, scanners, telephony, audiovisual equipment, and other technology assets.
- Install, configure, troubleshoot, repair, and maintain hardware, software, Microsoft 365 applications, and peripheral devices.
- Resolve incidents and service requests through the IT Service Management (ITSM) platform while meeting established service level expectations.
- Deliver exceptional end-user care service, user training, and technical guidance to employees.
Clinical Systems Support
- Support Epic Electronic Health Record (EHR), clinical workstations, healthcare applications, and integrated clinical technologies including, MiPACS Dental Enterprise and other current and future systems.
- Assist with workstation deployments, medical device connectivity, label printers, barcode scanners, signature pads, and other clinical peripherals.
- Coordinate with Health Choice Network (HCN), vendors, and application providers to resolve technical issues and maintain system availability.
Systems & Infrastructure Administration
- Administer Microsoft Windows workstations, Microsoft 365, Microsoft Entra ID (Azure AD), Active Directory, Exchange Online, file services, and endpoint management solutions.
- Provision user accounts, manage permissions, perform software deployments, operating system updates, patch management, backups, and system maintenance.
- Monitor system performance and implement corrective actions to maximize system reliability and availability.
Network & Telecommunications
- Support the organization's wired and wireless network infrastructure, firewalls, VPN connectivity, internet services, network switches, and wireless access points.
- Troubleshoot network connectivity and telecommunications issues across all health center locations.
- Maintain network documentation, equipment inventories, and coordinate with Internet Service Providers (ISPs) and technology vendors. Cybersecurity & Compliance
- Support cybersecurity initiatives by recommending for implementation security best practices, endpoint protection, vulnerability remediation, identity and access management, and multi-factor authentication.
- Support the environment compliance with HIPAA, HITECH, organizational security policies, and regulatory requirements.
- Participate in security awareness initiatives, disaster recovery, business continuity planning, and incident response activities. Asset, Vendor & Project Management
- Maintain accurate inventory and lifecycle management of IT hardware, software, licensing, and technology assets.
- Assist with technology procurement, vendor coordination, equipment deployments, office expansions, and infrastructure improvement projects.
- Support and maintain technical documentation, standard operating procedures, and knowledge base articles to support operational excellence.
Minimum Qualifications Education
- Bachelor’s degree in information technology, Computer Science, Information Systems, or a related field required. Experience
- Five (5) years of progressively responsible experience in technical support, systems administration, network administration, or healthcare IT.
- Experience supporting Electronic Health Record (EHR) systems and Microsoft enterprise environments preferred. Experience supporting Epic EHR system preferred.
- Experience supporting FQHC or other Ambulatory Healthcare center
Preferred Certifications
- CompTIA A , Network , Security
- Microsoft Certified System Administrator
- Cisco CCNA
- ITIL Foundation
- Microsoft Azure Administrator (preferred)
Technical Knowledge Experience with:
- Microsoft Windows 10/11 and Windows Server
- Microsoft 365 and Microsoft Entra ID
- Active Directory and Group Policy
- TCP/IP, DNS, DHCP, VPN, VLANs, and wireless networking
- Cisco Meraki networking and firewall technologies
- Endpoint security, Mobile Device Management (MDM), and backup solutions
- IT Service Management (ITSM) and IT asset management systems, preferably ServiceDesk Plus
- Epic EHR and healthcare technologies
- Healthcare interoperability concepts (HL7/FHIR) preferred
Core Competencies
- Customer Service Excellence
- Technical Troubleshooting
- Systems & Network Administration
- Critical Thinking and Problem Solving
- Cybersecurity Awareness
- Communication and Collaboration
- Project Coordination
- Time Management and Organization
- Integrity, Accountability, and Professionalism
Physical Requirements
- Lift and transport IT equipment up to 40 pounds.
- Install and relocate computer, network, and telecommunications equipment.
- Travel between OBFH locations as needed.
Working Conditions
Work is performed in office and clinical healthcare environments. Occasional evenings, weekends, and on-call support may be required to maintain critical business and clinical systems.
Performance Expectations
The IT Officer is expected to contribute to a secure, reliable, and highly available technology environment that supports patient care and organizational operations. Success is demonstrated through timely issue resolution, effective systems and infrastructure administration, regulatory compliance, accurate documentation, exceptional end-user and patient care service, and continuous improvement of OBFH's technology services.