POSITION TITLE:
Information Systems Specialist
POSITION SUMMARY:
Provides technical and administrative support for information
technology services including computers, application, and
information systems infrastructure in accordance with IT
Department policies and procedures. Provides training, technical
assistance, and data analytical support to users in a multi-site
network computing environment.
REPORTS TO:
Director of Information Technology
PRIMARY RESPONSIBILITIES:
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Routine desktop, laptop, and virtual software maintenance to ensure consistency of the computing environment, peak performance, safe computing, and regulatory compliance. Proactive recognition and response to emerging desktop software security threats and mitigation of software compatibility issues introduced by application updates.
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Provision of technical support for staff throughout the organization, utilizing a combination of local hands-on troubleshooting and remote desktop assistance. Field incoming technical help requests via telephone, email, and ticket system to ensure courteous, timely and effective resolution of end user issues. Workflow includes receiving, prioritizing, documenting, and actively resolving end user help requests and escalating incidents as necessary.
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Physical setup, configuration, routine maintenance, and deployment of end user equipment, including desktops, laptops, carts, phones, printers, and accessories.
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Identify and resolve or repair issues with desktops, laptops, printers, phones, and other IT equipment, or refer to service personnel. Test fixes to ensure the problem has been adequately resolved.
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Assist with maintenance of IT department inventory logs. Preparation of asset disposal records, equipment tagging and reconciliation of active and non-production inventory.
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Develop help sheets and FAQ lists for end users. Contribute to intranet training and information services resources; assist staff with access to extranet training resources.
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Assist in the development of policies and procedures for the use of technology.
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Support and assist CHCFC Quality Management team by providing data and reports for quality improvement initiatives; training and support for use of clinical informatics dashboards; assistance with quality measure validation.
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Department liaison for copier / printer supplies, page counts, and support tickets.
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Department coverage for user authentication, access configuration, and group membership for production systems and applications.
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Creation of new employee accounts. Facilitates and provides basic IT orientation for new employees.
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Provision of telehealth technical support; assist patients with access and use of health center online portals, and mobile technology assigned to patients.
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Coordination of mobile device services and applications, including multi-factor authentication (MFA), EMR applications, and translator services.
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Coordination of key fob and badge updates for door security system(s).
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Perform special projects and other duties as needed or assigned.
Location: Attendance is required at CHCFC site(s) as assigned. Travel between site(s) is required for training, installations, upgrades, integrations, disaster recovery operations and special projects, as necessary.
Hours: The position may require occasional evening and weekend hours, as well as the ability to adjust work schedules to accommodate periods of increased activity due to special project requirements.
REQUIRED SKILLS, EDUCATION & EXPERIENCE:
Strong commitment to CHCFC Mission. Strong interpersonal and communication skills.
Ability to work with a diverse population and sensitivity to marginalized populations.
Education: High school diploma required. Certificate(s), Associate’s degree, or substantial coursework completed in a relevant discipline preferred.
Experience: Minimum of 1 year of information systems experience, clinical setting preferred.
Required Skills:
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Strong knowledge of desktop operating systems including Microsoft Windows, Mac OS, and Chrome OS, including support, deployment, security updates, testing and troubleshooting.
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Strong knowledge of application software including office productivity suites, document management, and major browsers.
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Knowledge of basic computer hardware and experience with diagnostic utilities, hardware repair tools, and fault resolution by modular / component replacement.
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Ability to initiate and complete efforts with minimal direction and guidance, and conduct activities through a methodology of “root cause” analysis, proactive monitoring, and problem management framework.
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Superb customer service and excellent communication skills, including the ability to communicate with all levels of the enterprise to effectively convey information of a highly technical nature to both non-technical audiences and other IT staff.
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Strong organizational and prioritization skills; attention to detail.
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Strong analytical and problem solving skills.
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Ability to be an agent and advocate of change.
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Ability to work in a team environment and maintain a pleasant disposition.
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Ability to be proactive, handle simultaneous projects, and work independently.
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Strong level of confidentiality due to the sensitivity of materials and information handled.
Preferred Skills:
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Experience with Microsoft Windows Server administration and Active Directory, and information technology ticketing systems.
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Experience with basic network hardware, network troubleshooting, and network protocols including TCP/IP, DHCP, and DNS.
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Experience with Linux, command line / scripting, database applications and relational database development, VoIP hardware and software, desktop security software including firewall, and anti-virus.
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Familiarity with information security best practices, data encryption, industry security and privacy standards such as HIPAA, PCI, Mass 201.CMR.17, ITAR, and experience with security incident management, response and resolution.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to stand, walk, sit, use the hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance, bend or push; stoop, kneel, crouch or crawl; talk or hear; taste or smell. Must be able to lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
WORKING CONDITIONS:
While performing the required duties of this job, the employee is exposed to weather conditions prevalent when traveling between Health Center locations. This position performs tasks that involve exposure to blood, body fluids or tissues.
This job description is subject to review in the light of changing circumstances and is not intended to be rigid and inflexible but should be regarded as providing guidelines within which the employee works. Performs other duties as assigned.
EQUAL EMPLOYMENT OPPORTUNITY STATEMENT:
CHCFC is an Equal Opportunity Employer and does not discriminate on the basis of any protected status under federal or state law. CHCFC is committed to fostering a diverse and inclusive workplace.
DISCLAIMER:
This job description reflects the general nature and level of work performed and is not intended to be an exhaustive list. It does not constitute an employment contract. Duties and responsibilities may be modified based on organizational needs.
