Job Title: Information Technology Technician (I/II/III)
Department: Information Technology
Reports To: Director of Information Technology
FLSA Status: Non-Exempt
Wage Range that the Company Expects to Pay:
Information Technology Technician I: $25.00 - 30.39 per hour
Information Technology Technician II: $28.00 - 34.03 per hour
Information Technology Technician III: $31.00 - 37.68 per hour
SUMMARY
Under the direct supervision of the Director of Information Technology (IT), the IT Technician support the corporate IT infrastructure functioning by upgrading and replacing hardware and software corporate solutions. The work will be performed in a healthcare delivery environment with staff at all departments and levels, from front-office to healthcare professionals. The work performed will be providing support for mission-critical IT resources in delivering healthcare. Expectations for this position are a high degree of professionalism, an excellent customer service attitude, and consideration for the dignity and privacy of all employees and patients.
It is the primary purpose of CHC to provide the highest quality of total care possible to the patient population it serves. Such a level of quality depends ultimately on the staff's desire and ability to work together, individually, and as a team. The employee is expected to be professional, punctual, maintain regular attendance, cooperative, motivated, and organized at all times.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Additional duties may be assigned with or without prior notice.
Setup and install IT Department resources such as PC workstations, thin-client workstations, printers, scanners, phones, and other peripheral equipment.
Troubleshoot user problems involving IT Department equipment and resources.
Handle to resolution or escalation, support assignments in the form of help desk tickets as well as work assignments under supervisor direction.
Work closely with other Support Technicians to collaborate on support assignments, as necessary.
Collaborate with Tier 2 support for escalated support incidents until resolution.
Drive using provided company vehicles to any or all permanent and mobile sites within CHC’s service area in San Luis Obispo County and Northern Santa Barbara County.
Provide excellent customer service in a professional manner in all interactions with CHC’s users, business associates, and contractors.
Sets up, operates, and controls a variety of data entry, computer and Local Area Network (LAN) equipment; operates computer central processing and peripheral units in accordance with standard operating procedures; operates computer output equipment, forms handling equipment, and magnetic tape devices.
Monitors computer system(s) and determines points of equipment malfunction; assists with technical support by helping user departments with telecommunication, terminal, printer and related information processing problems; confers with programming and technical support personnel in the event of errors.
Keeps logs of machine activity; develops machine procedures; performs mathematical calculations and other clerical procedures; prepares proper documentation; may perform quality control and schedule function.
Assists in the proper storage and identification of all information processing equipment and supplies; moves boxes and performs related manual work as required.
Other duties assigned as directed.
Demonstrates professionalism when calling patients and provides quality customer service using AIDET Standards.
Ability to work with high volume of patients, internal/external customers, and deal with frequent changes, delay or unexpected events.
Demonstrates adherence to and observes all safety policies and procedures.
Demonstrates knowledge of domestic violence, child and dependent abuse protocols.
Demonstrates cultural sensitivity and competence with patients.
Maintains and adheres to HIPAA, employee confidentiality, and privileged communications (patient, employee, and corporation).
SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Tier I: Possess basic computer, system, and network troubleshooting skills. High School diploma or GED equivalent required AND at least one of the following must apply: (a) one year of computer operations experience in a large computer facility; (b) one year as an IT Technician Aide or its equivalent; (c) graduation from a recognized business school in information processing; or (d) successful completion of two years of college which included courses in information processing and/or computer science.
Tier II: Possess intermediate computer, system, and network troubleshooting skills. High School diploma or GED equivalent required AND at least one of the following must apply: (a) two years of computer operations experience in a large mainframe computer facility; or (b) one year in Tier I
Tier III: Possess advanced computer, system, and network troubleshooting skills. High School diploma or GED equivalent required AND at least one of the following must apply: (a) three years of computer operations experience in a large mainframe computer facility; or (b) one year in Tier II
LANGUAGE SKILLS
Excellent written and verbal communication skills. Strong presentation skills and ability to speak effectively before groups employees of organization. Ability to speak confidently and articulate thoughts clearly and logically when training. Ability to read, analyze, and interpret documents such as safety rules, operating and maintenance instructions, and policy and procedure manuals. Ability to respond effectively to the most sensitive inquires or complaints. Ability to write routine reports and correspondence.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
REASONING ABILITY
Ability to apply sound judgment in understanding to carry out instructions in written or oral form. Ability to make appropriate job decisions while exercising discretion and independent judgment. Ability to diagnoses and resolve end-user support issues as well as basic infrastructure problems. Determine additional resources required to complete a task or resolve a support issue. And exercise good judgment in escalating support issues in order to maintain a high level of customer service.
COMPUTER SKILLS
Extremely proficient with word processing, spreadsheets, email, and keyboarding required. Microsoft Office and Google Workspace skills required. Refer to Education/Experience section above.
CERTIFICATES, LICENSES, REGISTRATIONS
Possession of current, valid, unrestricted California Driver's License (Class C) required. Technology certifications are a plus (i.e. Comp/TIA A+) but not required. Additional certifications may be required due to business necessity.
OTHER REQUIREMENTS
Required to pass a criminal history background check and drug screen upon hire. Annual health examination; annual Tuberculosis skin test clearance or chest x-ray; proof of immunity to MMR, Varicella, and Hepatitis B; proof of Tdap vaccine; during current flu season, must provide proof of influenza vaccine or a signed declination form. If declined, a flu mask is mandatory during flu season. Health screening requirements are subject to change based on CDC recommendations and federal, state, and/or local public health ordinances.
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 regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee occasionally is required to sit. The employee is frequently required to stand and walk for extended periods of time. The employee must be able to use appropriate body mechanics techniques when making necessary patient transfers and helping patients with walking, dressing, etc. The employee must regularly lift and/or move up to 50 pounds of supplies. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing 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 frequently exposed to moving mechanical parts. The employee is occasionally exposed to risk of electrical shock. The noise level in the work environment is moderate (i.e. office and clinic setting with computers, phones, and printers). Must be able to work in a fast-paced environment. Must be willing to work in a clinical environment to provide onsite support to employees.
Must be willing to have a flexible work schedule that may include evenings/weekends, and travel as needed.
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.
