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IT Support Technician
Thayer County Health Services, Thayer County, NE
POSITION SUMMARY:
The Information Technology Support Technician responds to helpdesk tickets positively and effectively, serving internal TCHS customers to ensure continuous technical operations. This position has the responsibility for the installation, configuration, diagnostics, performance, backup, and ongoing maintenance of technology systems, hardware, software, infrastructure, and related equipment at TCHS. This individual ensures that system hardware, operating systems, software systems, and related procedures adhere to organizational values, policies and procedures. This position collaborates with other IT team members, departments, staff, vendors and contracted managed services team to share knowledge and support systems. IT operates in a collaborative, shared leadership model
SUPERVISION: Responsible to the IT Department and Chief Operations Officer
SHIFT: Full-Time, Non-Exempt, Days, and on-call.
JOB QUALIFICATIONS:
- Associate degree or equivalent certifications or equivalent experience in computer science, information systems and/or information technology required.
- Well-versed in Microsoft Windows OS, server and SQL.
- Prefer healthcare information technology experience and/or certifications.
- Excellent customer service and communication skills a must.
- Ability to be successful in a team environment a must.
- Ability to learn and teach new technologies in a life-long learning environment critical.
PRINCIPAL RESPONSIBILITIES:
- Responds promptly and attentively to internal customer help desk requests providing solutions and/or explanations as needed.
- Performs on call duties as required.
- Provides computer specifications, designs, configurations, and implementations
- Schedules installations, upgrades and maintenance in accordance with established IT policies and procedures.
- Works with the IT team and vendors to provide a cyber secure environment for healthcare operations.
- Participates as a support team member in the provision of electronic healthcare related systems.
- Assists internal customers with data-driven projects and report-writing.
- Installs new or rebuild existing hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements as needed and assigned.
- Manages daily backup operations, ensuring all required file systems and system data are successfully backed up.
- Assists with day-to-day system support and operations.
- Participates in annual DR recovery exercise and other exercises as applicable for system operations and security.
- Remains up-to-date on the latest IT and Healthcare IT industry trends and best practices.
- Fully supports and follows IT Department Change Management policies and procedures.
- Assists with optimization and maintenance for the general operation of the enterprise network infrastructure at TCHS, including switches, routers, firewalls, wireless controllers, access points, etc.
- Monitors network and systems performance to maintain optimal performance of infrastructure.
- Develops a strong understanding of network concepts such as TCP/IP, UDP, VoIP, subnets routing, spanning tree, VPN, etc.
- Establishes and maintains network security structure for all switches, routers, firewalls, remote access, VPNs, wireless, etc. Includes engaging third party vendors to accomplish tasks/ projects.
- Develops and maintains appropriate documentation on network equipment, configurations, applications, servers and other devices as assigned.
- Researches and applies industry best practices and standards when working on any solution.
- Applies network equipment firmware & software operating system patches and updates as available.
- Determines necessary infrastructure hardware upgrades and make recommendations.
- Trains on-site staff on newly developed processes as required.
- Attends meetings as required.
- Responsible for maintenance of the system hardware-related performance.
- Other duties as assigned.
PERFORMANCE STANDARDS:
- Maintains and promotes good health practices.
- Will conform to TCHS policies and procedures.
- Maintain confidentiality and compliance with HIPAA.
- Understand and comply with requirements of Thayer County Health Services Compliance Program, including, but not limited to, the Code of Conduct, the Compliance Manual. All supporting policies for compliance and compliance plans.
- Participate in all education and training programs regarding compliance as required by organizational policy and as requested by supervisor.
- Demonstrates formal greetings with patients, visitors and TCHS staff.
- Willingly accepts new responsibilities and cooperates with implementation of change.
- Dresses in neat, clean professional attire according to Dress Policy; maintains high personal hygiene standards.
- Demonstrates respect, integrity, compassion, and excellence through a “We Care” philosophy with all patients, visitors, and TCHS staff.
WORKING CONDITIONS:
- Indoor, smoke free, patient care environment.
- Frequent contact with biohazardous materials and communicable diseases.
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