IT Support Specialist

at  BoyleMcCauley Health Care

ABOUT RADIUS COMMUNITY HEALTH & HEALING (FORMERLY BOYLE MCCAULEY HEALTH CENTRE)

Radius Community Health & Healing (Radius) provides interdisciplinary, team based, integrated, comprehensive, and person-centered primary health care for vulnerable Edmontonians with complex needs. Through primary care and health promotion, Radius improves the quality of life and well-being of populations and individuals who face multiple barriers to accessing health services. Radius achieves this by providing the highest standard of evidence-informed and client focused inter-professional care. We collaborate with our clients to address the broad determinants of health.

JOB DESCRIPTION

Reporting to the Director of Business Operations, the Entry-Level Information Technology (IT) Support Specialist will play a key role in providing technical support across the organization. This position supports staff by ensuring all IT-related systems, applications, and devices function efficiently, contributing to seamless operations.

QUALIFICATIONS

• A minimum of 1 year of experience providing IT support in a healthcare environment.
• Basic understanding of IT infrastructure, including networks, servers, workstations, and medical devices.
• Familiarity with healthcare applications (EHR/EMR systems) is an asset.
• Knowledge of [TS1] personal and health information privacy regulations and healthcare IT security standards is preferred.
• Strong troubleshooting abilities with an aptitude for quickly resolving technical issues.
• Proficiency in common operating systems (Windows, macOS) and productivity software (Microsoft Office).
• Excellent communication skills, capable of explaining technical matters to non-technical users.
• Strong attention to detail and multitasking capabilities in a fast-paced environment.
• Post-secondary education in Computer Science or a related field is preferred, or equivalent work experience will be considered.

Technical Support:

• Provide first-line support for IT-related issues, assisting staff with hardware, software, network connectivity, and healthcare applications.
• Assist in trouble shooting and resolving technical issues, including problems with Electronic Medical Records (EMR) systems, medical devices, and IT infrastructure.
• Document and track technical issues, ensuring all incidents are logged accurately and resolved promptly.

System and Equipment Maintenance:

• Install, configure, and maintain hardware and software, ensuring all systems are up-to-date and meet organizational needs.
• Assist in the maintenance and troubleshooting of computer systems, servers, and network equipment.

Healthcare Application Support:

• Provide support for healthcare applications such as EHR/EMR systems and patient management tools, ensuring optimal performance.
• Work with frontline staff to design and maintain EMR structure that effectively supports workflow and data requirements.
• Collaborate with leadership and evaluation teams to extract EMR data required for review, reporting and quality improvement.

Staff Onboarding & Training:

• Assist with onboarding new staff by setting up workstations, cell phones, configuring necessary software, and offering training on IT tools and resources.
• Provide training and support to non-technical users, explaining technical issues in a clear, understandable manner.

Security and Compliance:

• Follow IT best practices, industry standards, and company policies to maintain system security and protect sensitive healthcare data.
• Assist in system updates, patches, and software deployments, minimizing disruptions to day-to-day operations.

Project Participation:

• Contribute to IT projects, such as system upgrades, technology rollouts, and process improvements.

Vendor and External Stakeholder Communication:

• Act as the main point of contact for all IT-related issues, escalating unresolved issues to external stakeholders as needed.
• Communicate effectively with external stakeholders, including vendors (e.g., third party IT support, Telus, Rogers), to troubleshoot and resolve issues.

Creative Problem Solving:

• Use creative thinking to address unique challenges and find solutions that may fall outside of standard IT protocols (e.g., printer settings restrictions, vendor limitations).

Data Entry and Documentation:

• Assist with data entry tasks, ensuring accurate and timely updates to systems and records.