Information Technology Support Job Description
Job Title: Information Technology Support Revised: August 2019
Department: IT
Reports To: Information Technology Director
FLSA Status: Non-Exempt/Hourly/Part-Time 20-25 hours
Wage: $17.00 - $20.00 per hour
Summary:Performs responsibilities in all facets for Rejuv Medical and MedFit
Duties and Responsibilities include the following. Other duties may be assigned.
Exhibit stellar customer service and professionalism to staff/internal/external clients
Provide level one helpdesk support.
Review, respond, and make notes to issues.
See issues to full resolution or escalation.
Desktop duties
Review, and troubleshoot PC, Laptop, and printers. Record problem and resolution
Move and reconfigure printers, desktop workstations, and printers.
Conform to complaint resolution process
Listen, empathize, apologize, take note/assure a Supervisor will contact them
Email Supervisor with name/contact info/details
Supervisor to contact client / staff and remedy
Take breaks appropriately and with thorough communication. Breaks are to be encouraged; however, business/staffing needs will prevail. Flexibility is necessary.
Using work time efficiently and responsibly.
Create a Unity within the TEAM. Individual performance is necessary. TEAM performance is paramount.
Shine. Internal customers (co-workers) and patient interaction via in person, phone, email – display professionalism and positive demeanor consistently.
Additional technical responsibilities and potential projects
Network
Review and report on Network VLAN setup.
Review and report on current aspects of Network security and risks.
Make recommendations for achieving higher Network performance.
Make recommendation for increasing current Network security.
Recommendation on Automated Failover switch to the secondary Internet circuit.
Software, Line of Business Applications and Hardware Support
Review and make modifications under IT management for the following items:
SharePoint – SharePoint sites, document libraries, lists, workflows, and Power Apps.
Take notes and create documentation for training staff.
eClinicalWorks – make recommendations on electronic health record use optimization.
Utilization of Office 365 and Azure Active Directory.
Configure, setup, and troubleshoot hardware and operating system issues.
Assist in taking helpdesk calls and problem resolution.
Other duties and special projects as assigned
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 Ability:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Math Ability:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Computer Skills:
To perform this job successfully, an individual should have knowledge of Microsoft Office 365, Office 365 management, Microsoft Active Directory, LAN technologies, Network security, and PC hardware.
Education/Experience:
Technical college graduate or in process of obtaining a degree in Information Technology or in the field of Computer Sciences. Two to four years related experience and/or training and college education; or equivalent combination of education and experience.
Certificates and Licenses:
Current CPR and AED certificate – not currently enforced
Equipment:
General Office Equipment
Knowledge, Skills and Other Abilities:
Active listening skills
Social perceptiveness
Monitoring skills
Critical thinking skills
Service orientation
Instructing skills
Time management
Judgment and decision-making skills
Knowledge of learning strategies
Ability to document/record information
Communication skills
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand; walk; use hands; reach with hands and arms; and talk or hear. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 50 pounds (non-applicable). Specific vision abilities required by this job include close vision. (computer usage).
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.
While performing the duties of this job, the employee may be occasionally exposed to blood-borne pathogens.
The noise level in the work environment is usually average/moderate.
I can perform the above duties with or without an accommodation. If I need an accommodation in the future, I will make the request as soon as possible to my direct supervisor. My supervisor will advise me if a reasonable accommodation can be made. Any agreed upon accommodations will be documented on or attached to this job description and placed in the personnel file.
I have read and understand the requirements and qualifications of this job, including the physical demands, and am able to perform these functions.
Furthermore, I understand that my performance will be evaluated, in part, by the level of my ability to perform the above job duties. The duties listed in this job description are not all-inclusive and other duties may be assigned.
Employee Acceptance
Date
Human Resources
Date