IT Support Technician

The IT Support Technician provides frontline technical support to staff, providers, and patients by delivering timely, customer-focused assistance across hardware, software, and network systems. This role is responsible for resolving IT issues, preparing and deploying equipment, supporting OCHIN/MyChart, and ensuring accurate data reporting. As the first point of contact for IT needs, the technician plays a critical role in maintaining reliable technology services and improving patient access to their health information.  

Schedule: This is a full-time position, working 40 hours per week, typically Monday through Friday, with occasional Saturday hours.

About TVHC: Tiburcio Vasquez Health Center is a non-profit community health center that is dedicated to promoting the health and well-being of our community by providing accessible, high quality care by integrating primary care, dental care, WIC support, mental health counseling, community health education and more.  

Benefits: We offer excellent benefits, including: medical (100% paid co-payments, premiums, etc.), dental, vision (including dependent and domestic partner coverage), generous paid leave benefits including holidays, Flexible Spending Accounts, retirement plans with an Employer match, tuition reimbursement, monthly treats, pet insurance, and more.

Compensation: $28.03 - $30.57 per hour, depending on experience

TVHC offers compensation ranges that are determined by a thorough market-based analysis and are fully disclosed in accordance with California law. The pay for a selected candidate is determined by a variety of factors to ensure fair and equitable compensation. We are committed to providing a competitive compensation package that extends beyond base salary, designed to support the health, wealth, and career development of our employees. 

Responsibilities:
Help Desk & Technical Support

• Act as the first point of contact for IT assistance via phone, email, ticketing system, or in person.
• Diagnose and resolve issues with desktops, laptops, printers, mobile devices, VoIP phones, and other clinic technology.
• Support access to organizational systems, including OCHIN, with password resets (employee authentication required) and application troubleshooting.
• Install, update, and maintain hardware and software in compliance with policies and HIPAA regulations.
• Document support tickets, resolutions, and follow-ups accurately.
• Coordinate with third-party vendors for escalated issues or repairs.
• Assist with IT setup during employee onboarding and offboarding.

OCHIN & Patient Support

• Assist patients with MyChart enrollment, password resets, and portal navigation.
• Provide in-person and remote guidance to encourage patient portal adoption.
• Monitor and address assigned OCHIN work queues and in-basket folders.

Data Reporting

• Prepare and submit required data reports for grants and contracts via secure transfer protocols.
• Verify data accuracy with subject matter experts and implement updates as needed.

Hardware & Inventory

• Configure and deploy IT equipment, including laptops, desktops, iPads, and mobile devices.
• Track and maintain IT equipment inventory; order supplies as needed in collaboration with the Director of IT

System Administration

• Manage phishing awareness software: send simulated phishing emails and track completion of security training.
• Monitor organizational IT equipment needs and recommend prioritization to leadership.
• Perform other IT-related duties as assigned.

• High school diploma or GED required; Associate’s degree in IT or related field preferred.
• Minimum of one (1) year of help desk or technical support experience required.
• Experience in healthcare IT and familiarity with HIPAA compliance strongly preferred.
• Epic/OCHIN and MyChart experience highly desirable.

Qualifications:

• Strong problem-solving and troubleshooting skills.
• Excellent communication and interpersonal skills, with the ability to work effectively with both staff and patients of diverse backgrounds.
• Basic networking knowledge (TCP/IP, VPN, Wi-Fi troubleshooting).
• Ability to maintain confidentiality and handle sensitive information with professionalism.
• Customer-service oriented with a friendly and approachable demeanor.
• Ability to travel to multiple locations as designated by supervisor.
• Bilingual in Spanish preferred.