IT Technician

Job Description

Job Description

The IT Technician serves as a primary point of contact for end-user technology support across Damian Family Care Centers, Inc. The position is responsible for providing timely, professional, and effective technical assistance to employees, supporting the reliable operation of computer hardware, software, network-connected devices, Electronic Health Record (EHR) technology, and other organizational systems.

The IT Support Technician responds to service requests and trouble tickets, diagnoses and resolves hardware and software issues, deploys and maintains equipment, assists with system implementations and upgrades, maintains accurate technology inventory and documentation, and escalates complex issues when appropriate.

As a member of the Information Technology team, the IT Support Technician is expected to provide exceptional internal customer service while maintaining the confidentiality, security, and integrity of organizational and patient information.

Essential Job Duties

• Serve as a primary point of contact for employee technology questions, incidents, and service requests.
• Provide technical support in person, by telephone, email, remote-access tools, ticketing systems, and other approved methods.
• Troubleshoot and resolve hardware, software, connectivity, printing, peripheral, and end-user technology issues.
• Respond to assigned trouble tickets promptly and work toward resolution in accordance with established priorities and service expectations.
• Document reported issues, troubleshooting activities, resolutions, and follow-up actions thoroughly in the organization's ticketing system.
• Escalate complex or unresolved technical issues to appropriate IT leadership, vendors, or other resources.
• Communicate system issues, recurring problems, risks, and relevant findings to IT leadership.
• Install, configure, deploy, maintain, troubleshoot, repair, and replace computer hardware and peripheral equipment.
• Install, configure, maintain, and troubleshoot Microsoft Windows operating systems and approved productivity applications.
• Install and update approved software and applications in accordance with organizational standards.
• Assist with software, operating system, hardware, and security updates.
• Install, maintain, and update approved endpoint security and antivirus software.
• Perform testing and evaluation of new hardware and software as directed.
• Assist with organization-wide system upgrades, equipment replacements, and technology deployments.
• Ensure equipment is installed and configured in accordance with applicable safety and organizational standards.
• Provide first-level technical assistance for the organization's Electronic Health Record (EHR) and other clinical or administrative technology platforms.
• Troubleshoot reported EHR technology issues and work with appropriate internal resources or vendors through resolution or escalation.
• Assist employees with appropriate system access and basic system functionality.
• Support technology implementations and upgrades that impact clinical and administrative operations.
• Maintain awareness of the importance of system availability and technology reliability within a patient-care environment.
• Maintain accurate inventory records for computers, monitors, mobile devices, printers, peripherals, and other assigned technology assets.
• Maintain accurate documentation regarding the assigned user and physical location of organizational technology.
• Assist with equipment deployment, relocation, replacement, collection, and disposal in accordance with organizational procedures.
• Identify damaged, obsolete, or nonfunctioning equipment and communicate replacement or repair needs to management.
• Develop and maintain technical documentation, instructions, troubleshooting information, and other IT reference materials as assigned.
• Assist with employee training related to computer systems, software, cybersecurity practices, and appropriate technology use.
• Explain technical information to employees in a clear, professional, and understandable manner.
• Establish and maintain positive working relationships with employees, departments, vendors, and other stakeholders.
• Maintain the confidentiality and security of patient, employee, and organizational information at all times.
• Follow organizational policies and procedures related to HIPAA, cybersecurity, passwords, system access, acceptable technology use, and information security.
• Immediately report suspected security incidents, unauthorized system access, lost or stolen equipment, malware, phishing attempts, or other potential security concerns through established channels.
• Access confidential information only to the extent necessary to perform assigned job responsibilities.
• Travel between Damian Family Care Centers locations as operational needs require.
• Maintain consistent and reliable attendance and report to work in accordance with the assigned schedule.

Non-Essential Job Duties

• Participate in IT projects, implementations, upgrades, equipment deployments, and other technology initiatives as assigned.
• Communicate changes in project scope, operational concerns, or barriers to completion to management in a timely manner.
• Comply with Damian Family Care Centers policies, procedures, standards of conduct, and applicable regulatory requirements.
• Maintain a professional appearance consistent with organizational dress and workplace standards.
• Perform other related duties as assigned.
• Provide reasonable assistance during emergencies, system outages, or other situations requiring IT support, consistent with the employee's training and responsibilities.

Qualifications & Skills

• Associate degree in Computer Science, Information Technology, Information Systems, or a related field with a minimum of two (2) years of experience providing technical support, desktop support, systems maintenance, network support, or similar IT services.
• Experience installing, configuring, and troubleshooting computer hardware and software.
• CompTIA A+ certification or comparable industry certification.
• Experience providing technical support within a healthcare organization, FQHC, or similar environment.
• Experience supporting Electronic Health Record (EHR) systems.
• Experience with Microsoft 365 and remote-support/ticketing platforms.
• Proficiency with Microsoft Windows operating systems and commonly used business productivity applications, follow technical procedures and accurately document work performed.
• Demonstrated ability to diagnose and resolve end-user technology issues.
• Strong technical troubleshooting and problem-solving skills, identify opportunities to improve or automate routine technical processes.
• Strong interpersonal, organizational skills, attention to detail verbal, and written communication skills.
• Ability to provide professional and courteous customer service to users with varying levels of technical knowledge.
• Ability to prioritize multiple service requests and assignments in a fast-paced, multi-site healthcare environment.
• Ability to work independently while functioning effectively as part of an IT team.
• Ability to maintain strict confidentiality of patient, employee, and organizational information.
• Ability to adapt to changing technology, priorities, and organizational needs.
• Ability to travel between Damian locations as required.

The physical requirements described below are representative of those necessary to perform the essential functions of this position, with or without reasonable accommodation. Ability to work at a computer workstation for extended periods.

• Ability to stand, walk, bend, stoop, squat, kneel, reach, and work in areas where technology equipment is installed.
• Ability to lift, carry, move, install, and reposition computer equipment and related technology weighing approximately 30 pounds or more, with assistance or appropriate equipment when necessary.
• Ability to travel regularly between Damian Family Care Centers locations.
• Ability to work in clinical, administrative, and office environments.
• Occasional schedule flexibility may be required for system implementations, upgrades, outages, or other operational technology needs.
• Regular and reliable attendance and the ability to respond to time-sensitive purchasing and supply needs are essential to the position.