REQUIRED QUALIFICATIONS

• Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent combination of education, technical certifications, and experience.
• Minimum of 2 years of experience in an IT support role, preferably providing hands-on end-user support.
• Demonstrated experience troubleshooting and repairing PC hardware, printers, peripherals, and IT infrastructure.
• Strong experience with Microsoft Windows operating systems, specifically Windows 11.
• Experience supporting Microsoft Office Suite and Microsoft 365 applications.
• Proficiency in Active Directory for user and group management, including password resets.
• Experience utilizing IT Service Management or ticketing software for request tracking.
• Solid understanding of computer hardware components, installation, and diagnostics.
• Fundamental knowledge of networking concepts, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
• Basic understanding of IT security principles such as malware, phishing, and data protection.
• Excellent customer service and interpersonal skills for supporting diverse user populations.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to communicate technical concepts clearly to non-technical stakeholders.
• Ability to work independently with minimal supervision and manage time effectively.
• Valid driver’s license, reliable transportation, and proof of auto insurance.
• Ability to pass required background checks.
• Physical ability to lift and carry IT equipment up to 50 lbs and perform tasks in confined spaces.
• Willingness and ability to travel regularly between sites and work in clinical environments with appropriate precautions.

PREFERRED QUALIFICATIONS

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Experience providing direct IT support to clinicians, including doctors, clinical staff, and technicians.
• Specific experience supporting eClinicalWorks, Modernizing Medicine, or similar EHR/EMR systems.
• Relevant technical certifications, such as CompTIA Security+, Network+, Microsoft certifications, or Healthcare IT Technician.
• Experience working in a healthcare environment and understanding unique healthcare IT requirements.
• Experience with mobile device management solutions, particularly Microsoft Intune.
• In-depth understanding of network architecture and system security in a healthcare context.

• Provide timely and effective Tier 1 and Tier 2 technical support to end-users at Creve Coeur, Wentzville, and, quarterly, Rolla locations for hardware, software, network connectivity, peripherals, and mobile devices.
• Diagnose, troubleshoot, and resolve complex technical issues related to Windows desktops and laptops, Apple iPads, and standard office or clinical applications.
• Perform hands-on fixes, including installing and upgrading software, installing hardware, applying patches, and running diagnostic utilities.
• Escalate Tier 3 issues to the centralized IT Operations team in accordance with escalation protocols.
• Install, configure, test, maintain, and troubleshoot end-user hardware, networked peripheral devices, and specialized healthcare IT equipment such as scanners, iPads, and credit card terminals.
• Manage local IT inventory at assigned sites, including receiving, deploying, tracking, and retiring IT assets per organizational standards.
• Conduct preventative maintenance on IT equipment to ensure optimal functionality and longevity.
• Assist users with Electronic Health Record (EHR/EMR) systems, such as eClinicalWorks, Modernizing Medicine, and PACS, as well as other clinical and business applications.
• Troubleshoot application errors, connectivity issues, and user access problems for both clinical and administrative users.
• Install and configure approved software applications, ensuring proper operation and compliance with company policies.
• Provide basic network troubleshooting for wired and wireless connectivity issues, including network drops, IP configuration, DNS, and VPN access.
• Collaborate with Network Administrators and Engineers to resolve complex network-related problems beyond Tier 2 scope.
• Assist with user account creation, modification, and termination in Active Directory and other applications, adhering strictly to security protocols.
• Accurately document all support requests, troubleshooting steps, and solutions in the IT Service Management (ITSM) ticketing system.
• Develop and maintain knowledge base articles and technical documentation for common issues and IT procedures.
• Report recurring technical issues or trends to management to support proactive problem resolution.
• Strictly adhere to HIPAA regulations and organizational policies regarding patient privacy and data security at all times.
• Assist with security incident response as directed, including malware removal and information gathering.
• Ensure all devices are configured and maintained according to organizational security standards.
• Assist with the implementation and management of cybersecurity tools and hardware to protect against cyber threats.
• Communicate technical information effectively to technical and non-technical users, including clinicians and administrative staff.
• Collaborate with other IT teams, such as Service Desk, Systems Administrators, Network Engineers, Application Analysts, and Security Team, to escalate and resolve complex issues.
• Liaise with third-party vendors for hardware and software support when required.
• Provide basic orientation or ad-hoc training to end-users on hardware, software, and IT procedures.
• Assist with IT projects, system deployments, and office moves as needed.
• Perform other related duties as assigned by management.
• Provide remote support as needed to users outside the Missouri area, including other corporate entities in other states.
• Travel regularly between assigned locations and, as required, to additional facilities.
  Requirements: