General Statement of Duties: The IT Help Desk Specialist provides timely frontline technical support through the HelpDesk to minimizes disruptions to operations. Assists with onboarding and offboarding tasks including assignment, maintenance, and tracking of equipment. Trains and assists staff on hardware and software use.
Level of Responsibility: Reports to Director of Quality & Compliance
Status: Full-time, Hourly
Schedule: Monday-Friday, 8 am - 4:30 pm
Starting Salary: $24.04/hour - $26.44/hour
Duties and Responsibilities:
1. *Serves as the first point of contact for all IT support requests from clinical and operational staff
2. *Demonstrates excellent customer service, sensitivity and professionalism when supporting staff
3. *Provides timely troubleshooting for common hardware, software, and connectivity issues impacting operations (password resets, MFA, email, basic application issues, EMR issues, workstations, VoIP phones, etc.)
4. *Troubleshoots and resolves printers, scanners, and faxing
5. Coordinates with vendors and third-party support as needed
6. *Documents incidents, service requests, action steps and resolutions timely and accurately in the HelpDesk
7. *Escalates patient-impacting issues and unresolved or complex issues promptly to Tier II with clear documentation
8. *Ensures all IT equipment requests for internal and external meetings and fundraisers/events are met
9. *Configures user accounts, workstations, peripherals, and basic software
10. *Completes onboarding and offboarding tasks including account provisioning, role-based access, equipment setup, access removal, etc.
11. Supports identity and access management, ensuring role-based access aligns with HIPAA minimum necessary standards
12. *Maintains an accurate inventory of all devices consistently
13. Completes all department purchasing upon approval
14. *Trains and assists staff on the use of basic electronic equipment and current software.
15. Supports mobile devices used in the field (laptops, tablets, smartphones, hotspots)
16. Oversees mobile device management (MDM) and remote wipe capabilities; installs all hardware and software once approved
17. *Supports device setup, clinical applications, basic troubleshooting, and workflows at a basic level (EMR issues, downtime procedures, badge access escalation, etc.)
18. Educates staff on IT and cybersecurity best practices and tools
19. Responsible for reviewing and updating documentation for IT processes
20. Follows all organizational policies and procedures related to privacy, security, and acceptable use
21. Identifies recurring issues and reports trends to IT leadership
22. *Participates in after-hours and weekend rotation to support 24/7 operations
23. Maintains current knowledge and complies with applicable federal and state laws including but not limited to HIPAA, HITECH, licensing and certification requirements and accreditation standards
24. *Complies with the employee standards
25. Other duties as assigned
- Denotes essential job functions
Education and Experience:
1. High school diploma or GED required.
2. Associate degree in Information Technology, Computer Science, or related field or equivalent experience preferred.
3. One to two years of IT support or HelpDesk experience in a professional setting required, experience with electronic medical records or healthcare IT environments preferred
4. Relevant industry certifications strongly preferred, such as CompTIA A+
5. Two years of experience working with Window operating systems and applications, Microsoft 365, computer network equipment, VoIP telephone systems, and mobile devices.
6. Experience teaching computer applications.
7. Demonstrate customer service skills with the ability to communicate clearly and professionally
8. Able to provide own transportation, and a license to drive with current liability insurance. Driving record meets Hospice’s insurance company standards.
9. Demonstrated ability to work in a team environment.
Physical Qualifications:
1. Walking, standing, stooping, kneeling, reaching, pushing, and pulling, lifting, carrying and grasping are necessary body movements utilized in performing duties.
2. Ability to lift 50 pounds.
3. Ability to transport self to various locations throughout the service area.
4. Ability to get from car to places of business throughout service area.
5. Ability to communicate verbally and in writing in English language.
6. Ability to hear normal conversation in person and via phone.
7. Ability to read normal or condensed print.
