Information Technology Technician I

About the role

The Information Technology Technician supports the corporate IT infrastructure by upgrading and replacing hardware and software solutions. This role works in a healthcare delivery environment, assisting various departments and levels of staff, including healthcare professionals.

Responsibilities

• Setup and install IT Department resources such as PC workstations, thin-client workstations, printers, scanners, phones, and other peripheral equipment.
• Troubleshoot user problems involving IT Department equipment and resources.
• Handle to resolution or escalation, support assignments in the form of help desk tickets as well as work assignments under supervisor direction.
• Work closely with other Support Technicians to collaborate on support assignments, as necessary.
• Collaborate with Tier 2 support for escalated support incidents until resolution.
• Drive using provided company vehicles to any or all permanent and mobile sites within CHC’s service area in San Luis Obispo County and Northern Santa Barbara County.
• Provide excellent customer service in a professional manner in all interactions with CHC’s users, business associates, and contractors.
• Operate and control a variety of data entry, computer, and Local Area Network (LAN) equipment; assist with technical support by helping user departments with telecommunication, terminal, printer, and related information processing problems.
• Keep logs of machine activity; develop machine procedures; perform mathematical calculations and other clerical procedures; prepare proper documentation; may perform quality control and schedule function.
• Aid in the proper storage and identification of all information processing equipment and supplies; move boxes and perform related manual work as required.
• Assist in the proper storage and identification of all information processing equipment and supplies; move boxes and perform related manual work as required.
• Other duties assigned as directed.
• Call patients professionally and provide quality customer service using AIDET Standards.
• Work with high volume of patients, internal/external customers, and deal with frequent changes, delays, or unexpected events.
• Adhere to and observe all safety policies and procedures.
• Follow domestic violence, child and dependent abuse protocols.
• Show cultural sensitivity and competence with patients.
• Maintain and adhere to HIPAA, employee confidentiality, and privileged communications (patient, employee, and corporation).

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications

• Tier I: Basic computer, system, and network troubleshooting skills. High School diploma or GED equivalent required AND at least one of the following: (a) one year of computer operations experience in a large computer facility; (b) one year as an IT Technician Aide or its equivalent; (c) graduation from a recognized business school in information processing; or (d) successful completion of two years of college which included courses in information processing and/or computer science.
• Tier II: Intermediate computer, system, and network troubleshooting skills. High School diploma or GED equivalent required AND at least one of the following: (a) two years of computer operations experience in a large mainframe computer facility; or (b) one year in Tier I.
• Tier III: Advanced computer, system, and network troubleshooting skills. High School diploma or GED equivalent required AND at least one of the following: (a) three years of computer operations experience in a large mainframe computer facility; or (b) one year in Tier II.

Education and Experience

• Tier I: High School diploma or GED equivalent required AND at least one of the following: (a) one year of computer operations experience in a large computer facility; (b) one year as an IT Technician Aide or its equivalent; (c) graduation from a recognized business school in information processing; or (d) successful completion of two years of college which included courses in information processing and/or computer science.
• Tier II: High School diploma or GED equivalent required AND at least one of the following: (a) two years of computer operations experience in a large mainframe computer facility; or (b) one year in Tier I.
• Tier III: High School diploma or GED equivalent required AND at least one of the following: (a) three years of computer operations experience in a large mainframe computer facility; or (b) one year in Tier II.

Language Skills

• Excellent written and verbal communication skills.
• Strong presentation skills and ability to speak effectively before groups employees of organization.
• Ability to speak confidently and articulate thoughts clearly and logically when training.
• Ability to read, analyze, and interpret documents such as safety rules, operating and maintenance instructions, and policy and procedure manuals.
• Ability to respond effectively to the most sensitive inquires or complaints.
• Ability to write routine reports and correspondence.

Mathematical Skills

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

• Ability to apply sound judgment in understanding to carry out instructions in written or oral form.
• Ability to make appropriate job decisions while exercising discretion and independent judgment.
• Ability to diagnose and resolve end-user support issues as well as basic infrastructure problems.
• Determine additional resources required to complete a task or resolve a support issue.
• Exercise good judgment in escalating support issues in order to maintain a high level of customer service.

Computer Skills

• Extremely proficient with word processing, spreadsheets, email, and keyboarding.
• Microsoft Office and Google Workspace skills.

Other Requirements

• Pass a criminal history background check and drug screen upon hire.
• Annual health examination; annual Tuberculosis skin test clearance or chest x-ray; proof of immunity to MMR, Varicella, and Hepatitis B; proof of Tdap vaccine; during current flu season, must provide proof of influenza vaccine or a signed declination form. If declined, a flu mask is mandatory during flu season.
• Health screening requirements are subject to change based on CDC recommendations and federal, state, and/or local public health ordinances.

Physical Demands

• Frequent exposure to moving mechanical parts.
• Occasional exposure to risk of electrical shock.
• Frequent sitting.
• Frequent standing and walking for extended periods of time.
• Frequent lifting and/or moving up to 50 pounds of supplies.
• Close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

• Frequent exposure to moving mechanical parts.
• Occasional exposure to risk of electrical shock.
• Moderate noise level in the work environment (i.e. office and clinic setting with computers, phones, and printers).
• Must be able to work in a fast-paced environment.
• Must be willing to work in a clinical environment to provide onsite support to employees.
• Flexible work schedule that may include evenings/weekends, and travel as needed.