Information Systems Technician

IS Technician

Under the direction of the IS Director, the IS Technician will be assigned to assist staff with various projects and day-to-day activities while providing first-level support for all end-user inquiries and issues.

In this role, the IS Technician will focus on EHR and application support while maintaining the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and the internal IS Helpdesk. Tasks include end-user support and performing application maintenance, upgrades, and configurations.

Essential Responsibilities

• Provide technical support to staff with any/all Information Systems and applications issues.
• The primary focus is EHR (OCHIN EPIC) and EDR (OCHIN EPIC Wisdom) user support.
• Create and manage user accounts.
• Provide assistance with ongoing projects.
• Work on other special projects as needed by the supervisor.
• Assists with various projects and day-to-day activities while providing first-level support for all end-user inquiries and issues.
• Monitor and manage helpdesk support requests while complying with the Service Level Requests process.
• Provides end-user support at various levels for technical and non-technical staff.
• Provides first-level support for all enterprise components, including desktop and enterprise applications.
• Utilize and maintain the helpdesk tracking software.
• Document internal procedures.
• Assist with onboarding of new users.
• Consults with vendors to explain software errors or to recommend changes to applications.
• Analyzes and evaluates reports and makes recommendations to increase efficiency.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install, test, and configure new applications, workstations, printers, and peripheral equipment.
• Maintain inventory of all equipment.
• Work with contracted support vendors.
• Create, manage, and assign users and computers to proper groups in Active Directory.

• Work flexible schedule as needed.
• Attend workshops, training, and meetings as needed and as requested.
• Perform other duties as assigned by supervisor.

QUALIFICATIONS

Required education, experience, training

• High school diploma or equivalent
• Access to reliable transportation
• Excellent oral and written communications

Preferred education, experience, training

• Experience with Community Health in the nonprofit sector.
• Bachelor’s Degree in Information Systems, Business, Communications or related field
• 2 years of relevant technical experience

Critical Success Factors in this role include Knowledge, Skills, and Abilities:

• Awareness of the PC hardware components, desktop operating system, and enterprise application software.
• Awareness of the PC Industry’s current and emerging technology trends and direction, as well as a keen interest in computer-based Information Systems and technology.
• Excellent analytical skills and the ability to troubleshoot and resolve hardware and software problems.
• Ability to research and understand technical documentation and possess an understanding of how to apply various technical resources.
• Ability to interact effectively with all levels of personnel, working independently and/or as part of a team.
• Ability to follow directions
• Maintaining confidentiality and HIPAA compliance
• The ability to communicate effectively, both orally and in writing.
• Strong interpersonal skills with the ability to work collaboratively.
• Excellent organizational, time management, and multi-tasking skills with attention to detail.
• Excellent customer service and client service philosophy in all interactions.
• Successfully manage multiple projects at the same time.
• Presenting information in front of a group.
• The ability to investigate and analyze information, draw conclusions and problem solve.
• The ability to gather data, compile information, and prepare reports.

Physical Demands:

This position requires:

• Sitting, walking, and standing associated with a normal office environment; regular bending and stretching; and lifting.
• Manual dexterity used to include, but not limited to, standard office equipment, and computer keyboard.
• Moderate physical activity. Requires handling of average-weight objects up to 30 pounds or standing and/or walking for more than 4 hours per day.
• Traveling to work sites including some exposure to outside elements.

Supervises

None