IT Support Specialist

JOB SUMMARY AND SCOPE

The IT Support Specialist's (ITSS) function is to provide technical assistance to computer system users, answer questions or resolve computer problems for clients in person, via telephone or from remote locations, and provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, e-mail, and operating systems. The ITSS will work to ensure the smooth operation of all platforms, operating software and hardware. The ITSS will repair and troubleshoot computers (laptops, desktops, and tablets), and other IT-related equipment in a timely manner or arrange for technical assistance as needed. The ITTS will setup and regulate internet access for the workstations that have access. The ITSS will deploy and maintain hospital wide virus protection software on all end-user computer systems. The ITSS will maintain a current inventory of all hardware and software that the hospital uses. The ITSS will develop and maintain a trouble call log for all computer workstation, software and hardware related issues.

ESSENTIAL JOB FUNCTIONS

PRIMARY RESPONSIBILITIES

• Assure the integrity of system programs and security of systems.
• Acquire and recommend price quotes for the purchasing of additional hardware, software, and supplies for the network.
• Arrange and manage updates to system hardware, to include providing or arranging regular maintenance and servicing of workstations, printers, and all other IT equipment.
• Addresses problem arising from the workstation software by providing and/or arranging technical assistance.
• Develop and manage a current inventory of computer hardware within the entire hospital.
• Help teach and encourage workstation data backups on individual workstations.
• Help teach hospital employees how to use hospital purchased software.
• Install various Microsoft operating systems.
• Troubleshoot and resolve client-host connection problems.
• Manage workstation and network anti-virus software and updates.
• Setup and regulate internet access for computer workstations and laptops.
• Design, complete and troubleshoot new software installation projects.
• Resolve individual user technical issues on a daily basis.
• Develop and maintain Trouble Call Desk and log.
• Seeks out needed information by staying informed and involved by attending meetings, reading memos, policies, meeting minutes, newsletters, email and other appropriate information in a timely manner.
• Reliable attendance and punctuality, including observing appropriate break times and extending a scheduled shift when necessary to meet patient demands
• Performs duties in a safe manner, in compliance with all safety policies and procedures
• Complies with the Code of Conduct and all appropriate policies and procedures

CROSS-FUNCTIONAL RESPONSIBILITIES

• Administer the Windows Server environments in the capacity of adding and removing users, enforcing system policies handed down by the IT Services Manager or IM (Information Management) committee.
• Arrange and manage updates to system hardware, to include providing or arranging regular maintenance and servicing of switches, servers, and all other network-related IT equipment.
• Ensure that backup of data and program files and user files are done to system servers. 
• Addresses problem arising from the network software by providing and/or arranging technical assistance.
• Assure that the information on the network is safe and secure, to include sufficient backed up copies of all information. To teach and encourage workstation data backups on individual workstations.
• Able to develop and assist in development of specific reports from information contained on the network.
• Administer SQL Server and to insure that data bases are backed up effectively.
• Develop and manage a current inventory of network hardware within the entire hospital.
• Develop policies and procedures pertaining to system recovery and system access.
• Develop policy and procedures pertaining to SNMP management software use and network traffic monitoring.
• Develop policy and procedures pertaining to internet and anti-virus software use.
• Administer E-mail accounts and features associated with Exchange server
• Administer the hospital’s TCP/IP network.
• Implement and troubleshoot Internet and VPN connections.
• Other duties, as assigned, that are relevant to the position and department

*DECH is an equal opportunity employer.

MINIMUM REQUIREMENTS

• A minimum of at least 3 years on-the-job experience or equivalent education in Information Technology
• Have a working knowledge and experience in the operation of computer hardware, various software applications and network hardware.
• Experience with TCP/IP Protocols, WiFi Technology, and LAN/WAN environments
• Proficient in Microsoft Windows and Windows Server environment installations and troubleshooting.
• Excellent organizational and communication skills.

PHYSICAL EFFORT AND ENVIRONMENT

Moderate: Occasionally lifts up to 25 pounds independently. Occasionally pushes/pulls 100 pounds. Stands or walks often. Occasionally lifts and moves file boxes, personal computers and other related IT equipment.

EXPOSURE RISK

Exposure Category III: Employee not reasonably expected to be at risk for exposure to blood borne pathogens.

QUALITY IMPROVEMENT

• Maintains current knowledge of the hospital-wide Quality Improvement Program.
• Collaborates with management to improve the effectiveness of the department through the Quality Improvement plans and processes.
• Participates in the departmental and hospital-wide Quality Improvement activities as directed by the manager.

COMPLIANCE

• Adheres to the federal, state, and local statutes and regulations.
• Adheres to the Compliance Program policies and procedures of Down East Community.
• Adheres to all Privacy and Security policies and procedures of Down East Community.
• Communicates any concern related to compliance issues to manager of department or Compliance Officer.
• Communicates any concern related to confidentiality issues to the Privacy Officer.