What are the responsibilities and job description for the IT Help Desk Technician position at Chinese Hospital?
Chinese Hospital | San Francisco Bay Area
About This Role
Department
Information Technology
Reports to
IT Manager
Type
Full Time – Non-Exempt
Requisition #
12711
Position Summary
Responsible for designing, organizing, modifying, and supporting a company’s computer systems. Essential Duties and Responsibilities:
Required
While performing the duties of this job, staff is regularly required to sit, stand, walk, talk and/or listen. He/she uses his/her hands to do computer work, write reports, do equipment set-up/cleaning/storage, clerical support, etc. He/she will be using the phone frequently. Good vision is needed to be able to read schedules, enter accurate data, etc. He/she must have good general health and demonstrate emotional stability so as to carry out the above-enumerated duties.
Complies with Chinese Hospital Compliance Handbook including Code of Ethics and all statutes, regulations, guidelines applicable to federal and state programs. Responsibilities include, following the guidelines and reporting suspected violations of any statute, regulations, agreements or guidelines applicable to all healthcare programs.
Base Pay Scale
Starting at $27.00 – $32.00 per hour. The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.
About This Role
Department
Information Technology
Reports to
IT Manager
Type
Full Time – Non-Exempt
Requisition #
12711
Position Summary
Responsible for designing, organizing, modifying, and supporting a company’s computer systems. Essential Duties and Responsibilities:
- Manage PCI/HIPAA/PH compliance.
- Answers, evaluates, and prioritizes service requests received via telephone, voice mail, email, and in-person for users’ computer performance.
- Logs and tracks issues using problem management database, and maintains history records and related problem documentation
- Provide leadership and direction in developing long and short-term information systems projects, complete feasibility studies.
- Interfaces with end users to acquire, move, add, or change desktop / laptop hardware and software systems and ability to independently analyze the customer requirements and develop appropriate solutions to meet expected service levels
- Direct service and maintenance of system-related software of networks, and intra- and inter-networking resources; installation of system hardware, software, peripheral devices and related items; diagnose computer problems and make repairs and perform equipment upgrades.
- Develop training resources and opportunities for employees, conduct training programs as needed.
- Document all information technology assets (hardware, software, licensing agreements, etc.) and maintain a resource center of manuals, reference and training materials.
- Establishes system specifications by conferring with users; analyzing workflow, access, information, and security requirements; designing system infrastructure.
- Establishes system by planning and executing the selection, installation, configuration, and testing of PC and server hardware, software, and operating and system management systems.
- Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary.
- Keep peers / manager informed of trends, significant problems and delays, customers informed of global problems or scheduled downtime, and customers updated on status of reported problems or projects
- Ensure the timely resolution or escalation of assigned Helpdesk tickets
- Daily traveling from site to site or desk to desk for on-going IT support Issues.
- Accepts and performs all essential job functions and other related duties and responsibilities as required.
- Follows Hospital and Department policies and procedures at all times, including but not limited to: Administrative Manual, Environment of Care, Human Resources, Infection Control, Corporate Compliance, Code of Ethics, etc.
- Attend, actively participate and complete in-services, training classes, mandatory classes,
- Customer Service – Provides excellent customer service and shows compassion to all patients, visitors and co-workers. Seeks feedback to ensure all needs are met. Anticipates and recognizes the concerns of others, even if those concerns are not openly expressed.
- Communication ¬– Keeps manager and team informed of progress, problems, development and plans. Gets along and interacts positively with co-workers and others.
- Integrity –We adhere to a code of values and make commitments that contribute to the welfare of our community.
- Respect – We seek to create a community within our organization that enhances self-worth of individuals working with us and for our patients. The dignity and respect shown to employees by management and by their fellow staff will be the model for caring for our patients. Management is committed to treating employees fairly, honestly and with respect. In return, management expects a commitment from employees to the values of the organization and its work on behalf of the community.
- Empowerment – we are committed to action and expect all employees to be proactive in decision making and problem solving. We delegate authority to match responsibility, expecting decision making to occur as close to the customer as possible.
- Team Work – We believe that quality, cost effective, compassionate care can only be provided through team work. The nature of our work and mission require sensitivity to the feelings and points of view of many. We work for the good of the team, are accountable for the results of the team and together share our successes or failures. We maintain an atmosphere of openness, honesty and trust.
- Accountability – We accept personal responsibility for our actions and take ownership of our results. We as individuals recognize achievement and are challenged to improve our performance by providing and accepting coaching and feedback.
- Quality Improvement – We will improve value through the process of continuous quality improvement with focus on the relationship between quality and cost. We have a sense of urgency in our search to find better ways of doing everything. We encourage others to try new ideas and measure and recognize results. We are willing to change the status quo to improve.
- Community collaboration and Benefit – We will collaborate within the limits or our resources with other agencies and providers to address the health care wellness needs of our community, recognizing that access to services must be made available regardless of an individual’s ability to pay.
- Prudent use of resources – We will use and maintain our assets and resources prudently in order to meet community expectations. Our organization requires an overall positive return on investment to carry out its mission and to invest in new programs, equipment and facilities. We believe that integration simplifies and improves the process of health care and is a means of achieving economies of scale which will ultimately reduce costs. We seek simplification in the process of patient care and the efficient use of our resources in a changing environment.
Required
- Bachelors in CIS/MIS/CS.
- 1-2 years equivalent work experience.
- Ability to conduct research into communications issues as required.
- Good interpersonal skills and strong customer service orientation.
- Ability to effectively prioritize and execute tasks in a high-pressure, fast-paced environment.
- Ability to lift 30 pounds and must have car for traveling.
- Experience working in a team-oriented, collaborative environment
- Proven analytical and problem-solving abilities
- Willingness to travel and work irregular and overtime hours as needed
- Able to communicate in customer/client fashion.
- Planning and architecture in a rapidly iterative startup environment, ability to right-size and phase solutions according to changing business needs
- Integration of networking and security components in a diverse, heterogonous environment (Linux, Mac, Windows, LDAP, Radius, Active Directory, Kerberos, etc)
- Support and troubleshooting of Windows 10, Windows 7, MS Office suite and Outlook, macOS
- Networking connectivity knowledge and troubleshooting
- Excellent interpersonal and teamwork skills, analytical and problem-solving skills, written and verbal communication abilities. This should include experience in designing, documenting and writing deliverable plans for enterprise implementations.
While performing the duties of this job, staff is regularly required to sit, stand, walk, talk and/or listen. He/she uses his/her hands to do computer work, write reports, do equipment set-up/cleaning/storage, clerical support, etc. He/she will be using the phone frequently. Good vision is needed to be able to read schedules, enter accurate data, etc. He/she must have good general health and demonstrate emotional stability so as to carry out the above-enumerated duties.
- Able to lift up to 30 pounds
- Use proper body mechanics when handling equipment
- Standing, walking and moving 50% of the day
Complies with Chinese Hospital Compliance Handbook including Code of Ethics and all statutes, regulations, guidelines applicable to federal and state programs. Responsibilities include, following the guidelines and reporting suspected violations of any statute, regulations, agreements or guidelines applicable to all healthcare programs.
Base Pay Scale
Starting at $27.00 – $32.00 per hour. The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.
Salary : $27 - $32