Job Description
Job Description
IT Support Specialist I
CLASSIFICATION/STATUS: Full Time, Permanent, Non-Exempt
IMMEDIATE SUPERVISOR: Systems Administrator – Support Supervisor
SUPERVISORY RESPONSIBILITIES: None
HOURS: Vary between the ranges of 8am-7pm, and the occasional Saturday on-call coverage
PAY BAND: Band 3 ($26.00 - $36.00/hour)
WHO YOU ARE:
YOUR ROLE & IMPACT
The mission of Charles River Community Health (CRCH) is to partner with individuals and families so they can thrive and lead healthier lives by delivering the comprehensive, integrated, and equitable primary healthcare that matters most to them. The IT Support Specialist I participates in IT hardware or software deployment projects, as well as installations, such as new desktops, laptops, printers, phones, copiers or other devices. The IT Support Specialist I will provide technical support to end users, respond to help requests from the IT helpdesk phone and email channels, and triage support requests. The IT Support Specialist I will support end users on mobile devices, with remote connectivity, peripherals, and any hardware or software issues, and complete other duties as assigned by the Systems Administrator – Support Supervisor.
YOUR RESPONSIBILITIES
- Serve as the first point of contact to diagnose and resolve level one technical issues originating from end users by use of ticketing system, phone calls, walk-ins and remote management.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Prioritize escalation procedures for advanced or intricate help requests after initial troubleshooting, engaging the Support Supervisor as warranted.
- Conduct configuration, maintenance, upgrades, and troubleshooting for workstations, laptops, mobile devices, copiers, and printers.
- Install, configure, and document various software packages upon end-user request, contingent upon proper approvals.
- Facilitate onboarding processes for new employees, including account creation and hardware/software provisioning.
- Uphold workstation security through routine patch management, antivirus updates, and performance tuning.
- Perform remote support for computing equipment and peripherals, including wireless and mobile devices.
- Maintain accurate and up-to-date documentation of troubleshooting steps, support procedures, system configurations, and user requests in the helpdesk system.
- Assist internal customers by providing audio/video conference support for presentations and meetings.
- Administer support for Microsoft Outlook 2016 within an Office365 cloud-based architecture.
- Assist in the training and orientation of new staff in the use of hardware and software.
- Act as a liaison between end-user and EHR Analyst for software/hardware related issues.
- Perform fixes on remote computing equipment, peripherals, wireless and cell devices.
- Develop and maintain comprehensive documentation concerning support services.
- Engage with external vendors for hardware repair and maintenance tasks.
- Perform post-resolution follow-ups with end users as required.
- Utilize diagnostic utilities for effective troubleshooting.
- Test fixes to ensure problem has been adequately resolved.
- Perform other duties as assigned by the Systems Administrator – Support Supervisor or designee.
YOUR QUALIFICATIONS, COMPETENCIES, TRAITS
- Must have minimum 2 years experience of: operating system support including Microsoft Windows 10; and equipment support (projectors, LANs, personal/network printers).
- Must have minimum 2 years service experience with Microsoft Active Directory and related technologies including DNS, DHCP, GPO.
- Must have minimum 2 years IT experience of: server support in a Windows environment, preferably in the health care industry; and laptop encryption.
- Must have minimum 1 year experience of: Manage Engine Service Desk Plus or other industry helpdesk software; application support with MS Office 2016 and later, Adobe products.
- MCITP, A+, network+ certifications preferred.
- Generalist knowledge in various IT areas, such as networking, desktop support, and security preferred.
- Working knowledge of a range of diagnostic utilities (Endpoint Central and others) preferred.
- Experience working in secure environments and supporting remote security tools preferred.
- Experience working in a team-oriented, collaborative environment, with solid follow up skills preferred.
- Technical knowledge of PC hardware, including Dell and HP preferred.
- Working technical knowledge of current network protocols, operating systems, and standards, including wireless networking protocols preferred.
- Working knowledge of Avaya phone systems preferred.
- Knowledge of EHR systems, specifically Epic, preferred.
- Ability to prioritize and manage multiple tasks and projects concurrently to meet deadlines required.
- Strong organizational skills and outstanding attention to detail required.
- Ability to stay on task, communicate status updates to stakeholders, and guide others required.
- Ability to read and understand technical manuals, procedural documentation, and OEM guides required.
- Must be able to work with users with limited technical knowledge in remote and non-remote capacities.
- Must be self-reflective, open to feedback, able alter communication style based on the audience.
- Must be able to work in an environment where there are constant interruptions while maintaining deadlines.
- High level of integrity, confidentiality, and transparency required.
- May be required to lift and move computer equipment, such as monitors, desktops, servers, and printers, weighing up to 50 pounds.
- Must have a willingness to work flexible hours (including evening and weekend hours) to meet the organization's needs/demands.
- Must be able to travel to either Charles River Community Health site (Brighton and Waltham) and alternative business sites as needed.
- Must have excellent communication skills, particularly with people from diverse cultures, with the ability to understand the community, population, and patients we serve.
- Must have experience in diverse cultures, with strong commitment to promoting Diversity, Equity, and Inclusion and reducing inequities.
- Must believe in the work we do at CRCH, with a strong passion to serve underserved populations in diverse settings.
WHO WE ARE & WHAT WE DO
Charles River Community Health’s mission is to partner with individuals and families so they can thrive and lead healthier lives by delivering the comprehensive, integrated, and equitable primary healthcare that matters most to them.
CRCH is a comprehensive practice providing medical, pharmacy, dental, behavioral health, optical, and vision services to diverse underserved local communities. We serve over 13,500 patients annually, and 90% of those served are low income, while over 70% need services in a language other than English.
We are committed to providing patients with timely access to the right care, at the right place and at the right time, collaborating with other organizations to connect patients with a comprehensive range of services and provide continuity of care, and creating new community partnerships to meet the changing needs of patients and the community.
We value caring for everyone with dignity, respect, and compassion, reducing cultural, financial and other barriers to care, and eliminating health care disparities for our patients. We also advocate for the needs of our patients, the community, and public health causes.
OUR PROMISE
If you are passionate about providing service excellence in a mission-driven, team-oriented, and progressive organization, you will find your career as IT Support Specialist I rewarding and impactful! You will also find a partner in your career path goals and trajectory!
OUR BENEFITS & PERKS
Medical Vision, & Dental Insurance
Short, Long-term Disability, and Life Insurance
Generous Paid Time Off
Flexible Spending Account
Employee Assistance Program
Tickets at Work
Health Reimbursement Arrangement
Travel Reimbursement
Professional Development Opportunities
Solid track record of developing and promoting employees internally!
Charles River Community Health is strongly committed to diversity and a workplace environment that respects, appreciates and values employee differences and similarities. By providing and supporting a work culture that fosters and builds upon diversity and its strengths, CRCH will better serve our local communities and continue to provide quality patient care and services. CRCH is an employment at-will organization and an equal opportunity employer committed to maintaining a work and learning environment free from discrimination on the basis of sex, race, color, religion, national origin, pregnancy, gender identity, sexual orientation, marital/civil union status, ancestry, place of birth, age, citizenship status, veteran status, political affiliation, genetic information or disability, as defined and required by state and federal laws. Additionally, CRCH prohibits retaliation against an applicant or employee because he or she has engaged in protected activity under the statutes prohibiting discrimination in the workplace.