Description:
Positive Impact Health Centers (PIHC) is a community leader in providing HIV prevention, care and treatment services. The PIHC model of care assures that persons with HIV have access to medical, pharmacy, dental, behavioral health and social services, providing the best opportunity for patients to achieve high-quality health outcomes.
JOB SUMMARY: Under limited supervision, provides user support for computer systems and application software. excels in managing the overall Helpdesk ticket system and communicating detailed information to end users. The IT Support Specialist is responsible for answering incoming technical support requests in a timely, courteous and professional manner. IT Support Specialist participates in troubleshooting and technical research to promote continued innovation and improved efficiency. The position will identify and document the proper use of technical resources and will train incoming and existing employees on software recommendations and best practices.
This position description should not be interpreted as all inclusive. It is intended to identify the major responsibilities and requirements of this position. The incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this position description.
Requirements:

KNOWLEDGE, SKILLS, AND ABILITIES

• Familiarity with desktop/laptop operating systems and software (PC, Windows 7/10, Microsoft Office,
• Microsoft Active Directory, Cerner Power chart and Specialty Practice Management
• CAREWare ADAP set up, accounts, DATA Rx, Antivirus tools)
• Experience in a Windows Active Directory environment
• Experience using and support cloud solutions (Office 365, SharePoint, Google apps, etc.)
• Familiarity with basic networking concepts
• Experience supporting IP-based phone systems (Mitel)
• Experience providing remote assistance over the phone or via email
• An attention to detail and ability to concentrate in a busy environment
• Ability to prioritize issues and take appropriate steps with minimal supervision
• Ability to plan, organize, and prioritize work in order to accomplish work in compliance with quality standards and deadlines.
• Ability to build and maintain effective and professional working relationships with clients, employees, and vendors.
• Ability to multitask and juggles multiple priorities effectively without becoming frustrated.
• Strong written and verbal communication skills
• A patient, friendly, flexible demeanor with the nature to instill calm competence in stressful situations

MINIMUM QUALIFICATIONS

Bachelors degree in Computer Science, Cybersecurity, or Information Technology.
Or three years’ experience in Information Technology, information security, cyber risk management, or a related field within healthcare.

EXPERIENCE

One (1) years of varied work responsibilities in an Information Technology department
or
any equivalent combination of training and experience which provides the required knowledge, skills, and abilities.

NOTES:

• Positive Impact Health Centers, Inc., is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, or covered veteran status.
• Recreational drugs, weapons and violence are not permitted on agency property or at any agency events or programs.
• The above job description represents the general nature, primary duties and responsibilities, and qualifications for the work performed by employees within this job, but is not a comprehensive and exhaustive list. Employees may be required to perform other duties as assigned, and specific duties, responsibilities, and activities within the core nature of the job may change at any time with or without notice. Employees must be able to perform the essential functions of the job, as specified by the employing entity, with or without reasonable accommodation.
• Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for all jobs, if not currently employed by Positive Impact Health Centers.

DUTIES AND RESPONSIBILITIES

• Provide first-level IT support for end-user hardware such as laptops, desktops, phones, printers and other peripherals
• Supply first-level IT support for end-user software, including Windows, Microsoft Office and various software applications
• Respond and follow-up on all IT support tickets submitted via phone, email and in person
• Support all Center Users and remote users accessing the network via VPN and Remote Desktop
• Recommend and maintain help desk service level agreements
• Identify and document hardware/software recommendations and best practices
• Responsible for equipment inventory, configuration/set up of new devices to company domain and recommend maintenance needed for equipment.
• Under the direction of the supervisor, work with outside vendors to schedule support, installations and repairs as needed
• Provide onboarding and off boarding of new employees by preparing equipment, creating accounts, provisioning resources and tracking assets
• Prepare and lead technical instruction for incoming and existing staff
• Maintain asset inventory and take ownership of tracking IT assets with HR, Facilities and other departments
• Recognize recurring technical issues and propose and implement appropriate solutions
• Research and review software as requested for workflow improvements.
• Take a proactive approach to the computing environment by identifying areas for improvement before issues arrive
• Assist departments in setting up Audio/Visual support/liaison
• Back up support for Network Active Directory, responsible for creating new and maintaining existing profiles
• Participate in additional technology initiatives as required, such as assisting with server and network upgrades, office moves, technology rollouts, onsite/offsite meeting coordination

OTHER RESPONSIBILITIES

• Works with functional management to identify, prioritize, and provide process improvement opportunities; makes recommendations to the IT System Specialist based on discoveries.
• Works with system users during implementation and on an ongoing basis to ensure systems are fully understood and utilized by users.
• Provide Data support as necessary
• Performs other duties as assigned.