IT Technician at Positive Impact Health Centers INC

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: The IT Technician is responsible for handling incoming technical support requests in a courteous and professional manner. They participate in troubleshooting and technical research to drive innovation and improve efficiency within the IT team. Documenting the proper use of technical resources and training employees on software recommendations and best practices are key responsibilities. Excellent customer service skills are required, and the IT Technician should be proactive, self-starting, and capable of working independently. Their role involves supporting, repairing, and maintaining the hardware and software of PIHC’s computer system 

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

ESSENTIAL FUNCTIONS:

Duties and Responsibilities:

Relationship building with all PIHC departments is crucial:

· Routine check-in weekly with team members/leads at respective site(s).

· Leveraging phone or in-person meetings to build relationships with employees.

· Providing support to end-users and PIHC infrastructure.

· Discuss escalations and day-to-day support tickets with the IT Support Lead and CITM team.

· Lead technology-based training to PIHC staff for effective and secure best practices with PIHC systems.

· Dialpad (Voice) Support.

· Attend on-site specific meetings to remain abreast of IT needs of PIHC staff.

· Promotes Cybersecurity best practices.

· Special project assignments for new or expanded services at PIHC.

· Primary IT support for the Clayton Center.

· Support PIHC inventory tracking.

o Coordinating appropriate recycling of end-of-life PIHC hardware.

· Promotes PIHC values of: Patient Center Care; Service; Resilience, Collaboration; Dedication; and Gratitude.

• 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.

Knowledge, Skills, and Abilities:

· Familiarity with desktop/laptop operating systems and software:

o PC (Windows 10/11)

o iPad using iOS operating system

o Windows Server (2019 – 2023)

· Experience with Microsoft Active Directory and Azure/Entra/Identity.

· Support for cloud solutions (Office 365 Admin Portal, Google apps, Oracle/Citrix, DUO Mobile, Dialpad, ETC.).

· Basic networking concepts.

· Providing remote assistance using Datto, phone call, or on a platform for communication such as teams/email.

· Attention to detail and ability to concentrate in a busy environment.

· Prioritization skills with minimal supervision.

· Effective planning, organization, and prioritization to meet quality standards and deadlines.

· Building and maintaining professional relationships with clients, employees, and vendors.

· Multitasking and handling multiple priorities without frustration.

· Strong written and verbal communication skills.

· A patient, friendly, and flexible demeanor to instill calm competence in stressful situations.

Minimum Qualifications:

Minimum of Bachelor’s degree in Computer Science, Cybersecurity, or Informatics

or

Four years’ experience in Information Technology, information security, cyber risk management, or a related field within healthcare.

any equivalent combination of training and experience which provides the required knowledge, skills, and abilities.

Travel:

Must be able to travel between all the PIHC locations and have access to reliable transportation to attend external meetings as needed

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to walk, use hands to finger, handle, or operate computers, objects, tools, or controls and reach with hands and arms.

The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

NOTES:

1. 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.
2. Recreational drugs, weapons and violence are not permitted on agency property or at any agency events or programs.
3. 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.
4. 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.