IT Support Specialist (This is NOT a remote position)

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Spanish and Karen bilingual applicants encouraged to apply for any open positions in which you are qualified.

Reports To: Director of Information Systems

Status: 80 hours per two week pay period

Shift: 8:00 am – 4:30 pm

Job Schedule: Full time

Weekly Hours: 40 hours

Pay/Benefits: HRMC offers a competitive salary and benefits package.

NOT A REMOTE POSTION

Position Purpose:

The IT Support Specialist provides first-line technical support for end users. This role is responsible for troubleshooting software, hardware, and system issues, responding to help desk requests, and ensuring clinicians and staff receive timely technical assistance to support quality patient care.

Essential Job Functions:

· Serve as the initial point of contact for support requests via phone, e-mail, and ticketing system.

· Troubleshoot and resolve desktop application issues, including login problems, printing, workflows, and user access.

· Escalate complex issues to the appropriate application analysts or vendors while maintaining communication with end users.

· Provide technical support for desktops, laptops, printers, scanners, mobile devices, and peripheral equipment.

· Install, configure, and maintain computer hardware, software, and operating systems.
Create, modify, and deactivate user accounts while ensuring compliance with security and HIPAA policies.

· Document all support requests, resolutions, and follow-up activities in the IT service management system.

· Assist with onboarding by setting up computers, user accounts, and system access for new employees.

· Educate users on technology best practices and proper use of Cerner applications.

· Participate in after-hours or on-call support as assigned.

· Support system upgrades, maintenance, and downtime procedures.

· Collaborate with clinical, administrative, and IT teams to improve workflows and resolve recurring issues.

Demonstrates the mission of the hospital is met by demonstrating the Core Values

o Respectful-We value the unique talents, ideas, contributions, and circumstances of each individual.

o Engaged-We value being active, positive participants at work and in our communities.

o Available-We value providing local access to care for our communities while being present for each other.

o Competent-We value knowledge, people-centered, innovative, and technology driven teams.

o Helpful-We value always helping others with kindness and compassion.