Information Technology Support Technician

PURPOSE/DISTINGUISHING CHARACTERISTICS:

The IT Support Technician is responsible for providing day-to-day technical support to staff and maintaining the availability, integrity, and confidentiality of organizational systems and data. This role supports compliance with the healthcare organization’s security policies, procedures, and applicable regulations. _____________________________________________________________________________________

ESSENTIAL JOB FUNCTIONS

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DESCRIPTION

1. Supports and models behaviors consistent with Pioneer Medical Center’s mission, vision, values, code of business conduct, and service expectations. Meets all mandatory organizational and departmental requirements.

2. Provides front-line technical support for hardware, software, and basic network issues for facility staff.

3. Assists users with day-to-day operation of systems including, but not limited to:

EMR (Cerner), Office 365, Timekeeping systems (Kronos), Access control and badge systems,

Other clinical and business applications

4. Responds to I.T tickets/requests and works with users to troubleshoot and resolve technical issues in a timely and professional manner.

5. Escalates complex technical issues to the Senior IT Technician or external support resources (e.g., Billings Clinic IT) as needed.

6. Assists with user account setup, access requests, and basic permission changes in accordance with organizational policies and procedures.

7. Supports onboarding of new employees by assisting with system access, equipment setup, and basic technology orientation.

8. Maintains accurate documentation of support requests, resolutions, and system changes.

9. Assists in maintaining system security by following established procedures related to access control, password policies, and data protection.

10. Supports routine system maintenance tasks such as updates, equipment setup, and inventory tracking under direction of senior IT staff.

11. Provides basic user training and guidance on system use and best practices.

12. Adheres to all organizational policies, procedures, and regulatory requirements, including HIPAA and confidentiality standards.

13. Maintains a clean, organized, and safe work environment in compliance with organizational standards.

14. Participates in required trainings and maintains current knowledge of basic IT systems and tools used within the organization.

15. Performs other duties as assigned to support the needs of the department and organization.

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KNOWLEDGE, SKILLS AND ABILITIES

KNOWLEDGE OF:

• Basic computer hardware and software systems

• Fundamental networking concepts (e.g., connectivity, Wi-Fi, troubleshooting basics)

• Organizational policies and procedures

• HIPAA and confidentiality requirements

• General understanding of security best practices

SKILL IN:

• Customer service and user support

• Verbal and written communication

• Basic troubleshooting and problem-solving

• Time management and task prioritization

• Data entry and documentation

ABILITY TO:

• Communicate clearly and professionally with users of varying technical skill levels

• Follow established procedures and escalate issues appropriately

• Work independently on routine tasks with general supervision

• Manage multiple requests in a fast-paced environment

• Maintain confidentiality of sensitive information

• Remain calm and professional in high-demand situations

• Adapt to changing technology and organizational needs

COMPLEXITY & DIFFICULTY:

This position focuses on routine technical support and user assistance. More complex technical issues, system design, security management, and project-related work are escalated to senior IT staff.

Maintaining confidentiality and accuracy is critical due to the sensitive nature of healthcare information

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MINIMUM QUALIFICATIONS:

• Associate degree or coursework in Information Technology, Computer Science, or a related field preferred, or equivalent technical training/experience/certifications

• Entry-level IT experience or strong technical aptitude preferred

• Healthcare experience is helpful but not required

• Equivalent combination of education and experience will be considered

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WORKING CONDITIONS:

Normal office environment. May be required to work varying shifts, weekends, or holidays.

Category III: Tasks that involve occasional exposure to blood, body fluids or tissue, and Category I tasks are not a condition of employment.

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The above is intended to describe the general content of/and requirements of the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.