Position Summary

This position is responsible for providing technical support and help desk services to end-users of agency systems, maintaining agency desktop and laptop computers, maintaining agencyh phone system hardware, and assisting in the maintenance of agency networks. 

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

HELPDESK SUPPORT:

• Provides first response to agency IT Help Desk. Determines responsible party for tickets received and forward if appropriate. Contacts appropriate vendor and generates help desk ticket with vendor if necessary. Documents and follows up on all help desk tickets, both internal and external. Provides analysis on IT issues and implements solutions.

• Provides technical assistance face-to-face, remotely, or via phone to end-users in the use and maintenance of desktop and laptop computers and mobile access devices.

• Provides software support to end-users related to accessing EMR (electronic medical record) software, assists with technical issues related to EMR software, assists with internet usage issues related to agency software systems, Microsoft Office program issues and operating system issues. Assists providers with software to enable access to EMR, including evaluation of provider hardware and installation of software.

• Administers and provides support with desktop computers, printers, routers, switches, firewalls, phones, personal digital assistants, smartphones, software deployment, security updates and patches.

• Configures and deploys new end-user hardware, including desktops, laptops, broadband cards, and signature pads, and assists with training as needed.

• Supports Security, Protection and anti-virus initiatives and software:
  • Kapersky
  • Laptop Encryption
• Administers and maintains custom programs such as VPN, remote (citrix) connections and other operating systems used.

• Assists the Agency’s Outsourced IT Vendor in supporting network infrastructure, including annual analysis of systems to determine agency needs, maintenance of agency servers, VM ware, and e-mail system, including via remote access during non-work hours as needed.

• Assists in supporting network technologies including HP, Vmware, Cisco, Fortinet Firewall, and Barracuda hardware and DNS and DHCP in a Windows environment.
• Maintains the agency’s Avaya phone system hardware, including providing technical interface with vendor.
• Maintains the agency electronic key card system

• Serves as the Agency Security Officer for purposes of HIPAA security and compliance. Manages the development and implementation of security policies, standards, guidelines and procedures to ensure ongoing maintenance of security of health information and compliance with the HIPAA Security Rule.
• As Security Officer, monitors internal control systems to ensure that appropriate security access levels and security clearances are maintained.
• As Security Officer, performs electronic information security risk assessments and serves as the internal auditor for electronic information security processes.
• Provides information regarding HIPAA security rule requirements to all departments and appropriate entities. Stays current on federal and state security and privacy laws.
• Certifies that IT systems meet predetermined security requirements. Monitors the access control systems to assure appropriate access levels are maintained.
• Develops policies and implements them regarding content, web filtering, access, etc.
• Reports any downtime, compliance, or security issues to CFO and the Compliance Officer.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations

Minimum Qualifications (Knowledge, Skills, and Abilities)

Education:

• Associates degree or Technical School required, Bachelor’s degree preferred

Experience Required:

• 3 to 5  years prior related work experience 

• Knowledge gained through prior employment and training in Network Performance Tuning, LAN, VMWare, Network Design and Implementation
• Proficient with back up and restore technologies.
• Microsoft personal computer and operating systems
• Microsoft Office software
• Troubleshooting and support of wired, wireless, and mobile networks

Skills/Abilities:

• Strong verbal and written communication skills required.
• Excellent problem solving, strategic planning, multi-tasking, quality focus, and coordination skills
• The ability to adapt to rapidly changing environments and end-user needs
• The ability to effectively communicate technical information to non-technical staff
• The ability to document activities clearly, timely and accurately.