IT Field Support Technician

I. Job Summary

The IT Field Support Technician will be responsible for the installation of standard company software, the installation, repair and preventive maintenance of workstations, related systems, and inventory documentation. Work will be completed from the corporate office, as well as on-site, depending on urgency and type of work being performed. In addition, you will be responsible for daily support requests as well as assist with larger IT projects.

The IT Field Support Technician must demonstrate the ability to work collaboratively and effectively with physicians, providers, staff, fellow team members, patients, and the general public in the performance of all job duties. This role reports to the Director of Information Technology. In addition to the duties listed below, the IT Field Support Technician may be required to perform other related duties as requested/assigned at a level that meets and/or exceeds HMA expectations. IT Field Support Technician must be customer and staff focused and driven to grow and to further develop a working culture consistent with HMAs mission, vision and values and commitment to high standards of ethical and business conduct and compliance with all applicable laws and regulations and third-party payer requirements.

II. Job Requirements

Required

• Minimum of three (3) years proven field service experience
• 2+ years experience supporting Microsoft Windows
• Hands-on experience working with hardware and software installations
• Excellent diagnostic and problem-solving skills

Knowledge, skills and abilities to provide excellent customer service:

• strong organizations skills
• excellent communication and time management skills
• advanced knowledge of enterprise network technologies
• strong command of virtualization & other data center technologies
• ability to multi-task in fast-paced environment and to quickly respond during critical outages
• proficient with Microsoft Office (Excel, Word, PowerPoint)

Preferred

• Associates/bachelors degree, or A+/CompTia certifications
• Prior experience working in a healthcare
• Electronic Health Record (EHR) experience
• knowledge of clinic procedures and workflows

III. Core Competencies

1. Technical Support (50%)

1. Provide desktop support services on-site at 12+ locations across Davidson, Williamson, and Wilson Counties
2. Provide on-site assistance with hardware, software, and other IT related equipment
3. Provide technical support, advice, and assistance with technical, hardware and software system issues, including laptops, desktops, and phones
4. Install laptops, desktops, printers, phones, software deployments, security updates and patches
5. Troubleshoot printers and multi-function devices
6. Desktop/laptop computer and network print/fax/scan device troubleshooting
7. Performs all job duties listed in this job description, as well as, other related duties as assigned/directed in a manner that ensures timely completion of clinic workflows, clinic operations, and navigating the patient and staff through their encounters (in person/telephone/HMA patient portal); all work activities must promote patient satisfaction, efficiency, and a collaborative, team-spirited environment
8. Ensures systems maintenance / performance issues are addressed, resolved, and communicated as needed includes working with IT staff, vendors, contractors, etc., upgrades, etc. as needed and requested; keeps Director of Information Technology informed of all
9. Adheres to and ensures compliance with all established HMA policies and procedures, i.e. Human Resources, Operations, Clinical, Safety, etc., and applicable governing and accreditation agencies
10. Ensures cost-effective use of network and computing technologies, advising on areas of cost savings where applicable; thoroughly researches to obtain competitive bids for projects

1. Training and Development Duties (15%)

1. Attends in-person/virtual training sessions throughout the year to stay current with developments in computer technology, presents summary report to IT Director
2. Remains current of changes in the healthcare technology that may impact the delivery of services; researches opportunities to improve user experience through technological innovations
3. Identify 3-5 skills to learn per quarter and provide IT Director with quarterly report demonstrating understanding

1. Administrative and Clerical Duties (15%)

1. Answers phones and returns phone calls / voice mail (within 24 hours) in a positive and professional manner ensuring customer and staff needs are adequately and timely addressed
2. Manage support requests via online ticketing system
3. Routinely generate documentation and guides for both IT staff and end-user training.
4. Facilitates / schedules vendor equipment and systems installations taking into account the impact to facility operations
5. Works collaboratively with Site/Department Managers to schedule/conduct routine and urgent system maintenance with minimal disruption to the overall clinic operations or patient care
6. Works collaboratively with others and displays a self-motivated, focused, ethical, organized and can do approach towards assigned areas of responsibility; serves as a role model for others to emulate
7. Demonstrates predictable/consistent attendance in accordance with assigned work schedule and work demands
8. Exercises good judgement makes well thought out decisions, is prepared for meetings committee and training, is open-minded to new ideas and ways of thinking/processing information, is flexible, understands impact of decisions, etc.

1. Customer Service / Initiative (10%)

1. Displays sensitivity, courtesy, and respect when dealing with employees, team members, clients, and the public
2. Demonstrates a willingness to ensure customer questions are answered and their needs are addressed goes the extra mile to assist others and ensure the message delivered is received as intended
3. Exhibits behavior that is consistent with HMAs Compliance Program General Standards of Conduct and HMAs strategic vision
4. Demonstrates a positive and approachable communication style when interfacing with patients, staff, physicians, providers, and the general public; responds to requests and resolves issues/concerns in a timely manner;
5. Demonstrates behavior that is collegial, team spirited, and collaborative in working with other members of the HMA team; does not participate, or encourage gossip or interactions that break down team
6. Accepts and provides constructive feedback in a professional manner; maintains a business perspective
7. Works collaboratively with fellow team members and volunteers to assist others without being a directed in order to promote a team spirited work environment,
8. Ensure the workflow and processes are completed, and the patient experience is seamless and positive; seeks out work when own work is completed

1. Interpersonal Skills (10%)

1. Is open and receptive to constructive criticism from HMA leadership, Physicians / providers, co-workers and patients, and responds in a positive, non-confrontational manner
2. Responds in a calm, private, and professional manner when involved in adversarial situations or in situations involving conflict with others involves Manager and/or HR as appropriate
3. Addresses and responds to others in a professional manner speaks clearly, listens, offers assistance, and answers questions succinctly and accurately

IV. Physical and Environmental Requirements

Continual

• Standing / Sitting / Walking
• Talking
• Seeing / Hearing

Frequent

• Bending / Stooping / Twisting
• Lifting < 30 lbs.
• Manipulate objects reaching, grasping, handling

Occasional

• Pushing / Pulling < 100 lbs
• Climbing Stairs
• Changing Work Environment

May Be Exposed To

• Infectious & Contagious Disease
• Patient Contact
• Stressful & Difficult Situations

• Associate's degree in Information Technology, Computer Science, or a related field (Bachelor's degree preferred).
• 3-5 years of experience in IT support, preferably in a healthcare setting.
• Strong knowledge of Windows and Mac operating systems.
• Experience with electronic health record (EHR) systems and healthcare IT applications.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and interpersonal skills.
• Ability to work independently and manage multiple tasks simultaneously.
• Valid driver's license and reliable transportation for travel to various healthcare facilities.