Clinic Technology Systems Analyst

GENERAL DESCRIPTION OF POSITION:Responsible for supporting the technology needs of students, faculty and staff throughout Pacific University’s Clinics in Forest Grove, Hillsboro, Cornelius, and Portland. Investigates and resolves problems with online accounts, software, hardware, printers and mobile computing devices. Also provides technology training and consults with users to discover ways they can use technology to improve their workflow or education. ESSENTIAL FUNCTIONS/MAJOR RESPONSIBILITIES:· Oversees the installation, configuration, maintenance, and upgrades of all client and server software and hardware deployed to support The University’s Clinics. Requires travel to remote clinic locations.· Determines system specifications, documents current configuration, processes and procedures and develops new processes and procedures for the use of the clinical systems and technology services.· Analyzes clinical systems’ design and architecture, recommending and implementing appropriate modifications and improvements.· Provides ongoing support of clinical workstations, servers, systems, diagnostic equipment, and software services through troubleshooting and coaching end users.· Identifies, assesses and troubleshoots application and equipment issues as they occur.· Maintains workstation system builds and ensures that clinical workstations meet all university security policies.· Collaborates with clinic leadership and users to identify opportunities for optimization.· Supports all Pacific Clinics in the use and maintenance of the electronic health records systems, medical imaging systems and internet-based telehealth systems. Acts as liaison between clinic management and various software and hardware vendors, services providers, for troubleshooting and support of clinical technology assets.· Coordinates maintenance, backups of data, and upgrades for clinical servers and systems.· Provides assistance and training to peers in non-healthcare technology support areas and student workers, so that they can solve common problems and provide better first-level support (where appropriate).· Provide support via e-mail, telephone, video-teleconferencing and in person.· Migrate data and upgrade faculty and staff users to new computer hardware and software.· Do repair/maintenance of software and operating systems, completely wiping and reloading machines when necessary.· Does basic hardware repairs to equipment and works with third parties to accomplish difficult hardware repairs.· Oversees routine maintenance on Pacific University owned computers and printers.· Alerts UIS management to potential safety or security risks or violations of policy or law in the use of technology by clinic workforce and clinical students.· Works with peers in various divisions of University Information Services, and with UIS technical liaisons in other departments, to make sure customer problems are resolved completely.· Maintains and updates a database of university owned technology.· Consults with departments on the purchase of technology. SECONDARY FUNCTIONS:· Perform other related duties as assigned. JOB SCOPE:Performs duties independently with minimal supervision, dealing with multiple priorities. Decisions are made within general policy guidelines, but must require unique decision-making for each situation. Mistakes/errors may result in damage to the academic careers of students, interruptions in the ability of Pacific University clinics to provide healthcare services, and violations of regulations concerning the privacy and security of patient health records. SUPERVISOR RESPONSIBILITY:This position intermittently supervises several student workers. EDUCATION AND/OR EXPERIENCE:The following are strongly desired:· Experience with Electronic Health Records use, teaching or support.· Experience working in a clinical setting and familiar with medical terminology, procedures and processes.· BA or BS required, preferably with a major or certificate in healthcare administration, health information management, health information technology or a related field.· A degree in computer science or A+ certification· 2+ years’ experience in a tech support position requiring independent decision making, preferably in an educational or healthcare setting. REQUIRED KNOWLEDGE, SKILLS, ABILITIES & BEHAVIORS:· Communicates with students, faculty, staff and the public appropriate to the age of the individual served.· Builds on basic learning and carries it from one situation to another.· Demonstrates critical thinking skills in problem solving and decision-making.· Asks questions and seeks assistance.· Takes responsibility to eliminate the source of problems.· Demonstrates confidentiality regarding information pertaining to all students, faculty and staff.· Maintains proper appearance and personal conduct for the employee’s particular job.· Uses effective communication skills taking into consideration body language, filters, listening, paraphrasing, and questions with customers of diverse ethnic and cultural backgrounds.· Demonstrates ability to work in a team environment.· Knowledge of all phases of Windows and Apple desktop and laptop support, including imaging of machines, first time setup/personalization of machines, training users in basic operation of machines, setting up Ethernet and wireless networking on machines, troubleshooting software, hardware and operating system errors and migrating data to new machines.· Knowledge of setup and basic troubleshooting of networked laser printers.· Knowledge of setup and basic troubleshooting of mobile computing devices (smart phones, etc.).· Familiarity with use of the Office suite of applications, including Word and Excel, and online office productivity suites such as Google Workspace.· Must be able to prioritize between multiple duties and stay organized in a challenging, often fast-paced environment.· Ability to communicate technological information to people of a broad range of backgrounds and technical knowledge, both verbally and in written communication.· Ability to come across as calm, confident, knowledgeable, helpful and professional, even when dealing with people who are angry or under stress. WORKING CONDITIONS:This position works part of the time at a desk, part of the time standing or sitting at a workbench, and part of the time travelling to various locations across multiple campuses and clinical locations. Work is mostly during normal business hours, but this position will occasionally be required to travel to remote sites, and work some evenings and weekends based on the needs of the organization. During travel the worker will be briefly subject to outside environmental conditions. PHYSICAL ACTIVITIES:Stooping, Kneeling, Crouching, Crawling, Reaching, Standing, Walking, Pushing, Pulling, Lifting, Fingering, Grasping, Feeling, Talking, Hearing, Repetitive motion. PHYSICAL REQUIREMENTS:Sedentary work, Medium work.