Information Services Technician I

Job Title Information Services Technician I Position Code: A21N

Salary Grade: 3 Non-Exempt

Department Administration LOCATION IS Department

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

A. Position Summary

Under the supervision of the Information Services Manager, this position is responsible for assisting in maintaining the inventory and operability of the entire Information System. Implements systems, and report development for the organization as determined by the IS Manager, or others within the organization. Responsible for technical support of the MIS function at the individual center, or sub-department level, as determined by the IS Manager.

B. Essential Duties And Responsibilities

1. Provide first line response for users requiring assistance with information technology issues and problems.
2. Respond to requests for technical assistance by phone, email and/or using a help desk management system.
3. Track issues to resolution updating the internal knowledgebase and/or communicating learning’s with relevant business units.
4. Creates all new user accounts and is responsible for account modifications, deletions and administrative clean-up on all systems.
5. Diagnoses and resolves end-user network or local printer problems, PC hardware problems and mainframe, e-mail, Internet, dial-in (VPN), and local-area network access problems.
6. Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.
7. Helps install local area network cabling systems and equipment such as network interface cards, hubs and switches, routers.
8. Works closely with the IS Manager, as well as other members of the Management Team to identify their information needs and develop reports, tracking mechanisms, etc. to satisfy those needs;
9. Performs and verifies incremental and complete system backups as directed;
10. When needed, visits clinic sites to provide training, actively pursues problem solving, provides refresher courses, analyzes office procedures in regard to computer system and assists in making recommendations for improvement;
11. Possesses the ability to remain tactful and decorous in stressful situations;
12. Establishes effective working relationships with staff and management;
13. Performs other job related duties as assigned.
14. Required to have reliable transportation with the ability to drive to the various clinics in and outside the metro area of Albuquerque at all times of the day.

MINIMUM EDUCATION AND EXPERIENCE

1. High School Diploma and currently enrolled in a higher education program pursuing accreditation in a Computer Science or Informational Systems related field, or two (2) years of directly related experience.
2. Ability to utilize all Microsoft products and have the ability to instruct others in the application of such products.
3. Prefer experience which supports knowledge of MIS, specifically; VOIP, Cisco IOS, computerized accounting systems software, SQL programming and data base management.
4. Also prefer experience in account administration (including but not limited to) the following areas; Windows Active Directory, Microsoft Exchange, Cisco Call Manager and Unity Voicemail Server, Cerner PowerWorks.
5. In addition experience in managing and keeping track of software licensing to include enterprise auditing, renewals and hardware contracts with associated warranties.
6. Have the ability to use Microsoft Access database to track and follow data as needed.

LICENSES/CERTIFICATIONS

1. Prefer CCNA certification, A+

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

1. Ability to process computer data and to format and generate reports.
2. Knowledge of various desktop/laptop and mobile hardware installation and troubleshooting.
3. Knowledge of troubleshooting various networked and non-networked printers and MFP devices.
4. Ability to write technical instructions in the use of programs and/or program modifications.
5. Ability to investigate and analyze information and to draw conclusions.
6. Ability to communicate with and interpret the operational requirements of end users.
7. Knowledge of customer service standards and procedures.
8. Ability to determine computer problems and to coordinate hardware and/or software solutions.
9. Knowledge of current technological developments/trends in area of expertise.
10. Ability to coordinate and integrate computer systems development, enhancement and modifications from overall Information Services perspective.
11. Knowledge of business practices and procedures.
12. Knowledge of organizational structure, workflow, and operating procedures.
13. Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.

Age of Patients Served

1. None

COVID-19 VACCINE REQUIRED

COVID-19 Vaccination required as a condition of employment. Individuals with medical issues or religious beliefs that prevent them from getting the vaccine may request an exemption from the vaccine requirement at the time an offer is delivered.

PHYSICAL CHARACTERISTICS/WORKING CONDITIONS

A person in this position has to be able to prioritize and respond to the diverse demands of the position. There are frequent opportunities to relax from any physical exertion, change position in work activities, or break from computer application tasks.

1. Physical Effort and Dexterity: Good dexterity to operate IT equipment, and personal computer and office equipment. Moderate lifting and carrying related to duties.
2. Machines, Tools, Equipment required to be operated: Capable of using office machines and personal computers for word processing, data entry and spreadsheet applications.
3. Visual Acuity, Hearing, and Speaking: Must be able to read a computer monitor and outputs accurately. Must be able to communicate clearly and accurately for work and safety compliance.
4. Environment/Working Conditions: Work is mostly inside a controlled environment. Normal safety precautions and practices are required. Position requires travel throughout the Albuquerque metropolitan area. Work regularly scheduled Monday-Friday, although weekends and evenings may be required to meet deadlines.