Our Mission, Vision, & Model of Care
At Union Community Care, our purpose is at the forefront of all that we do: we stand for whole health to help you live your fullest life.
We envision vibrant and healthy communities supported by inclusive healthcare that embraces each member’s unique culture, needs, and values, and emboldens them to make healthful choices that fuel their well-being and the well-being of others.
We believe in whole health. This means we address and heal disease but equally important, we work at the causes of the causes, the social ills that must be addressed to achieve true equity.
We listen, learn, and embrace the complex lives and unique strengths of our patients, and we work hard to break down all barriers to care. This means we look through a grassroots lens. We connect with our communities because we are our communities. Each of us is a neighbor, a friend, a family member, and together, we are a trusted community health center.
JOB SUMMARY
The Network & Systems Engineer provides reliable, user-focused technical support and operational support across hardware, software, networks, telephony, and related systems. This role combines hands-on end-user assistance with proactive infrastructure support, documentation, security awareness, compliance practices, and continuous improvement to help staff remain productive and focused on delivering excellent patient care.
The position is structured in three progressive levels. Level I focuses on foundational support and skill development. Level II performs more independent issue resolution, documentation, training, and day-to-day support ownership. Level III leads complex troubleshooting, contributes to policy and process improvement, supports projects and systems initiatives, and mentors other team members.
SPECIFIC JOB DUTIES
All Levels
- Provide responsive technical support in person, by phone, by email, or remotely for hardware, software, operating systems, printers/scanners, peripherals, company phones, and common applications.
- Troubleshoot issues to resolution or escalate appropriately; update the helpdesk/ticketing system promptly and accurately.
- Install, configure, and maintain computer systems, software, and peripherals.
- Assist with new-user account setup, password/login issues, and basic access provisioning according to established protocols.
- Maintain accurate IT inventory and support end-of-life and replacement planning.
- Follow and help uphold IT policies, security controls, and regulatory requirements, including HIPAA.
- Document changes, configurations, and procedures; contribute to clear user-facing guides.
- Support implementation of new solutions or applications and participate in team continuous-improvement efforts.
- Perform other related duties as assigned. Work occasional non-standard hours, including evenings or weekends, for planned maintenance or urgent issues as needed; overtime or flex time may apply in accordance with organizational policy. Non-traditional hours and schedule may be available/accommodated.
Level I
Focus: High-volume, guided support and skill-building.
- Resolve common user issues with hardware, software, basic network connectivity, printers, and phones with supervision or documented procedures.
- Perform standard installations, imaging, and peripheral setup.
- Create and close tickets accurately; escalate when needed.
- Assist with inventory tracking and basic documentation updates.
- Participate in training sessions and learn IST processes, security practices, and healthcare-specific considerations.
- Support senior team members on larger deployments or projects.
Level II
Focus: Ownership of day-to-day support, documentation, and user enablement.
- Independently diagnose and resolve a broad range of technical issues; recognize recurring patterns and propose practical fixes.
- Lead or co-lead standard installations, configurations, and smaller deployments.
- Develop and maintain clear user guides, knowledge-base articles, and process documentation.
- Conduct engaging training sessions for staff on software, tools, and IST resources.
- Assist with phone-system administration, software inventory accuracy, and basic firewall/configuration documentation.
- Contribute to policy compliance, security awareness, and continuous-improvement discussions.
- Collaborate with IST colleagues, clinical staff, and external partners on support needs and defined project work.
Level III
Focus: Complex problem-solving, systems stewardship, innovation, and team enablement.
- Handle escalated and complex technical issues; drive root-cause analysis and long-term preventive solutions.
- Lead or significantly contribute to system deployments, upgrades, and new-solution implementations.
- Own or co-own key operational areas such as inventory strategy, end-of-life planning, configuration documentation, firewall documentation, and phone-system support.
- Actively shape and improve IT policies, procedures, security controls, and HIPAA-aligned practices.
- Participate in disaster-recovery planning, testing, and related procedures.
- Mentor Level I/II staff, share knowledge, and help raise overall team capability.
- Identify opportunities for process or technology improvement and recommend practical solutions that increase IST efficiency and better support clinical workflows.
- Represent IST in cross-functional meetings and partner effectively with external vendors or partner organizations.
Position Requirements
All Levels
- Strong customer-service orientation and the ability to explain technical concepts clearly to non-technical users.
- Solid problem-solving skills and a proactive, solution-oriented mindset.
- Ability to lift and move computer equipment as needed.
- English proficiency required.
- Ability to work occasional evenings or weekends for planned maintenance or urgent issues as needed.
Level I
- High school diploma or equivalent; relevant coursework, certifications, or hands-on experience preferred.
- Basic familiarity with current operating systems, common productivity software, and hardware.
- Eagerness to learn healthcare IST practices and compliance requirements.
Level II
- Two or more years of desktop, helpdesk, or related IT support experience, or equivalent demonstrated capability.
- Working knowledge of systems imaging, common troubleshooting, basic networking, and documentation practices.
- Experience creating user-facing materials or delivering informal training is a plus.
Level III
- Three to five or more years of progressive IT support or technology operations experience.
- Deep technical knowledge of systems, applications, and support tooling.
- Demonstrated ability to work independently on complex issues, contribute to policy/process improvement, and mentor others.
- Familiarity with healthcare IT considerations, including HIPAA and clinical workflow support, preferred. Relevant certifications such as CompTIA A+, CompTIA Network+, Microsoft, or equivalent credentials are advantageous.
Essential Functions
The following essential functions represent the primary responsibilities of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Provide timely technical support and troubleshooting for end users, devices, applications, phones, printers, peripherals, and related systems.
- Install, configure, maintain, and support computer hardware, software, user workstations, and operational technology resources.
- Document support activity, system changes, procedures, configurations, and knowledge-base information accurately and consistently.
- Maintain IT inventory records and assist with equipment lifecycle planning, replacement, and end-of-life support.
- Support user access processes, account setup, password/login assistance, and basic provisioning in accordance with established protocols.
- Follow IT security practices, regulatory requirements, and organizational policies, including HIPAA-related expectations.
- Participate in system deployments, upgrades, project work, training, meetings, and continuous-improvement activities appropriate to the position level.
- Communicate professionally with staff, vendors, partner organizations, and IST team members to resolve issues and support organizational needs.
- Perform work that may require sitting, standing, walking, reaching, lifting, carrying, and moving computer equipment or peripherals as needed.
- Work occasional non-standard hours, including evenings or weekends, for planned maintenance or urgent operational needs.
ORGANIZATIONAL INVOLVEMENT
This position is required to participate in mandatory all staff meetings, team meetings and trainings.
