What are the responsibilities and job description for the IT Support Specialist position at Suburban Health at Home?
Suburban Home Health is a joint venture between several Suburban Health Organization hospital systems in Indiana. This allows us to work as an extension of our partner hospital systems to service homebound patients in our local communities.
The IT Support Specialist provides technical support through troubleshooting, diagnostics, installation, and system maintenance to meet the Information Systems needs of the agency.
The IT Support Specialist is responsible for the following:
- Provide support to end-user issues in the EMR system with an emphasis on providing excellent customer experience.
- Provides technical support to associates on software, laptops, mobile devices, Microsoft Office 365, printers and networks, and other designated applications.
- Supports end users via phone and remote support tools. Provides in-person support when necessary to a 30-mile radius of ownership hospital systems.
- Tests, troubleshoots and maintains software, laptops and mobile devices.
- Communicates changes and issues affecting applications or users of applications.
- Monitors the inventory of laptops and mobile devices which includes ordering, replacement of damaged goods as well as obtaining replacement parts or component pieces.
- Support the management of the agency directories regularly for accuracy.
- Responsible for the administration of cloud-based phone systems and web fax.
- Maintains agency network infrastructure including switch, firewall, and access points.
- Monitors network health via cloud-based portal to ensure security risks are identified.
- Maintains email exchange server and educates staff on the use of Microsoft Office 365 products.
- Diligently log all development and support activities in agency Help Desk portal.
- Works with confidential patient information and complies with HIPAA.
- Supports wireless connectivity for laptops and mobile devices.
- Effectively manages time to ensure technical issues are resolved to a timely manner.
- Prepares iPad’s and laptops for end user deployment and provides orientation to new staff on use of devices
- Responsible for mobile device management for all end-users
- Develops training materials and procedures for end-users.
- Continuing education may be required as the needs of the agencies adapt over time.
- Participate in on-call rotation for helpdesk issues after hours as well as weekends and holidays as necessary
- Other duties as assigned
The above statements are intended to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.
- Bachelor’s degree in an IT related field of study or equivalent experience is required.
- Must possess troubleshooting and problem-solving knowledge of laptops and mobile devices.
- Ability to demonstrate an understanding of network troubleshooting including configuration, installation and upgrades.
- Must possess excellent written and verbal communication skills.
- Ability to resolve technical issues quickly and accurately.
- Knowledge of Windows 10 Operating System troubleshooting and configuration.
- Microsoft O365 installation, configuration and troubleshooting knowledge required.
- Laptop hardware installation, configuration, and troubleshooting knowledge required.
- Must understand and enforce guidelines and best practices for Patient Health Information (PHI) in accordance with CMS and HIPAA
Suburban Home Health is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Suburban Home Health is committed to equal employment opportunity for all employees and to providing employees with a work environment free of discrimination, harassment, and workplace violence. All employment decisions at Suburban Home Health are made based on job requirements, individual qualifications, or business need without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristics under applicable law. Suburban Home Health creates a culture with zero tolerance for discrimination or harassment and seeks an environment of inclusion and respect at work.