POSITION/JOB SUMMARY:

The IT Help Desk Technician is responsible for software and hardware Help Desk functions and will spend a substantial amount of time troubleshooting, repairing, and configuring PCs, printers, typical business software, and specialized healthcare practice management and EMR software. This position may be asked to assist our IT technician(s) with installing printers, fax servers, typical business software, and specialized healthcare practice management and EMR software. The position requires the exercise of discretion and independent judgment. This position is onsite.

SUPERVISORY RESPONSIBILITIES:

• None

KEY RESPONSIBILITIES & DUTIES:

• Provides Tier 1 support to end users of software programs and hardware. Must be able to provide first level service and Help Desk troubleshooting functions for common PC and peripheral maintenance and repair problems. The most important duty of this position will be to address Tier 1 Help Desk requests.
• Escalate technical support issues that cannot be resolved by the Help Desk to the appropriate resource.
• Assists with set up and maintenance of hosted access to EMR and billing systems, including Remote Desktop and Citrix connections.
• Primarily required to be onsite at the Corporate Office Monday – Friday, 8:00am – 5:00pm to staff the Help Desk. Some travel may be required from time-to-time to clinics and clients.
• Able to maintain and troubleshoot secure and non-secure Wi-Fi. Many client physicians access the EMR application in their medical offices via wireless connection from a laptop (PC or Mac).
• Must maintain absolute confidentiality and understand the civil and criminal consequences of improper disclosure of confidential, financial, medical, and patient information.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Must be able to communicate effectively in English, verbally and written.
• Must be able to write reports, business correspondence, and procedure manuals using good, proper grammar.
• Able to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
• Excellent customer service and phone etiquette skills.
• Must be able to maintain a high degree of confidentiality and work well under productivity standards.
• Able to prioritize and balance workload on short and long-term company needs.
• Must be able to work independently and be able to solve problems efficiently and accurately.
• Able to create channels of communication to obtain information necessary to perform job tasks.
• Strong organizational skills with the ability to prioritize a high-volume workload.
• Helpful attitude, positive teamwork spirit with a willingness to help.

CREDENTIALS / EDUCATION / EXPERIENCE:

• Bachelor’s degree from an accredited college or university is highly desirable. In lieu of a degree, one to two years related experience and/or training; or equivalent combination of education and experience.

• Must have extensive experience with Windows 8/10, Internet Explorer, MS Office applications, MS Outlook, Active Directory, anti-virus software, and spam filters.
• Microsoft Certified is preferred.
• Must be able to install, configure, diagnose, and repair PCs and peripherals (such as printers and scanners).
• Must be familiar with Computer Networking, Internet connections, and wireless technologies.

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 required to use repetitive hand motions to handle various help desk requests.
• The employee frequently is required to stand, sit, and reach with hands and arms.
• The employee is occasionally required to walk; climb or balance; and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 50 pounds. For example, the employee is required to unpack, move, lift and install PCs, monitors, and printers in various locations at the Company’s clinics and offices.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

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 duty of this job, the employee is occasionally exposed to moving mechanical parts (medical and office equipment), risk of working with blood borne pathogens, and risk of radiation (from office equipment such as computer monitors).
• This position is onsite.
• The noise level in the work environment is usually moderate.
• This environment can be stressful and high pressure.
• Individuals must enjoy working in such environments and be willing to adapt the pace of their work and output to the patient volumes and tasks of the office.

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