What are the responsibilities and job description for the Information Technology Support Specialist position at The Wright Center for Graduate Medical Education?
Description
JOB SUMMARY
The job of the Information Technology Support Specialist is a service oriented position that is dedicated to ensuring that our patients, providers and administrative staff are supported in a manner that fulfills the teaching and medical care mission of the organization. The position works independently to perform routine and moderately complex customer focused technical expertise on micro computing and networking related issues. This position maintains the security and functionality of the micro computing and networking infrastructure, including hardware, software and peripherals. This position requires a high level of understanding and knowledge of integrated information systems, technology products and services to assist end users with timely and accurate problem resolution. Works closely with end users at all levels in support of installed medical software. This position requires the ability to work independently and as a team member when collaborating with others in the organization. The position requires excellent listening skills, an analytical nature in approaching problems and a detail oriented mindset.
REPORTING RELATIONSHIPS
This position reports to the Information Technology Support and Telecommunications Manager.
ESSENTIAL JOB FUNCTIONS
- Installs, configures, and maintains all hardware in a Microsoft Windows environment.
- Supports clinical and business computers along with all peripheral equipment.
- Supports all organizational and clinical staff with Information Technology needs, including account creation and password resets.
- Runs security and virus updates to safeguard computers against accidental or unauthorized damage, modification, or disclosure.
- Provides technical support for all installed vendor specific software.
- Researches and recommends changes to improve system and network configurations.
- Administers and monitors data security profiles on all IT/IS platforms.
- Setup, configure and support internal and external networks.
- Maintain working knowledge of latest operating systems and workstation technologies.
- Understands and applies security issues and techniques across all existing computer platforms.
- Provide individual departmental support for all EMR data mining imports and report cards.
- Responsible for clinical entry access and video capture/retrieve.
- Provide technical support for mobile communications systems. Liaison with organization’s mobile communications service provider with regard to the purchase, upgrade and on-going planning for the use of mobile technologies within the Wright Center.
- Responsible for supporting the Tier 2 and Tier 3 System and Network teams with troubleshooting and problem solving of issues related to enterprise networks, servers and workstations.
- Performs other duties as assigned by the Enterprise Vice President, Information Technology and Innovation and Chief Information Officer and the Information Technology Support and Telecommunications Manager.
Requirements
REQUIREMENTS
- A high level of understanding and knowledge of integrated information systems, technology products and services to assist end users with timely and accurate problem resolution.
- Have excellent listening skills, an analytical nature in approaching problems and a detail oriented mindset.
- Ability to manage day-to-day responsibilities with minimal direct supervision.
- Desire to work as part of the team when resolving issues.
- Ability to establish and meet expected completion dates for work being performed.
- Exceptional planning skills and ability to work within change control parameters.
- Demonstrated commitment to providing customer-focused quality service.
- Excellent oral, written and interpersonal communications skills.
- Provide excellent customer service to internal and external customers.
- Self-Motivated, creative, logical, and critical thinker.
PREFERRED QUALIFICATIONS
- Associate’s degree in computer science or technical training equivalent.
- Security certification within last 3 years.
- Healthcare informatics especially MEDENT experience a plus.
PaceCard Metrics
- Participate in two major Information Technology implementations/projects per year
- Complete four CBT Nuggets trainings per year
- Percent compliance for resolving High Risk Tickets within 24 hours
- Percent compliance for resolving Medium Risk Tickets within 3 days
- Percent compliance for resolving Low Risk Tickets within 1 week
