Essential Job Functions

Job functions may include but will not be limited to the following.

• Works with entire Information Technology Services department to ensure day to day break fix items are completed.
• Resolves service desk tickets with Information Technology Services staff.
• Performs repair, maintenance, and troubleshooting efforts for computer hardware and software issues.
• Answers services desk phone calls, emails, and other inquiries.
• Follows and creates documentation and templates to ensure a uniform service.
• Ensures all issues are reported, tracked, and completed within a ticket/work order based system.
• Maintains computer active and inactive inventory.
• Maintains mobile device inventory (cell phones, pagers, etc.) and the end-user portion of the contracts.
• Uses experience to offer suggestions of improvement to service desk and service desk related systems.
• Communicates to all parties in a clear and understandable manner.
• Is friendly and pleasant when dealing with others.
• Demonstrates a thorough knowledge of all areas of responsibility and shares knowledge appropriately.
• Exhibits effective problem solving techniques and looks for opportunities to contribute to the improvement process.
• Maintains a positive and professional attitude in all situations.
• Maintains strictest confidentiality.
• May be cross trained to perform job functions as staffing needs dictate including servers, networking, and Systems Analyst.
• Understands and practices concepts of Need-to-know restrictions and only accesses systems, datacenters, server rooms, data closets, information, and/or data for a legitimate need basis.
• Meets deadlines for objectives as given by supervision.
• Performs other duties as assigned.

OSHA Job Classification

Class II

Typical Job Demands

I. Physical

• Requires functional near vision, distance vision, peripheral vision, color and depth perception.
• Requires functional hearing.
• Requires prolonged standing and sitting, intermittent bending, stooping, stretching, walking, pushing and pulling.
• Requires eye‑hand coordination and manual dexterity sufficient to operate computer keyboard, copier, telephone, and other medical office equipment.
• Requires ability to distinguish letters or symbols.
• May be required to lift objects weighing up to forty-five pounds
• May have to sit for long periods of time working on the computer

II. Psychological

• Requires the ability to work independently and follow through with instructions and projects.
• Requires the ability to maintain a professional composure when talking with/reviewing the work product of individuals who fill certain positions within each Clinical office at the Clinic.

III. Interpersonal

• Requires good communication skills and the ability to interact with people from diversified backgrounds.
• Requires the ability to quickly establish rapport with people.
• Requires the ability to develop effective and pleasant interpersonal relationships with fellow staff members and office managers.
  

General Performance Requirements

• This position is a full time position.
• This is a shift position. Hours will be defined by Information Technology Services management and may vary.
• Limited weekend and after hour work required.
• Effective company communication required 24/7 (email/phone/etc.).
• On call phone support may be required.
• Limited travel will be required.
• Uniform may be required otherwise casual business dress is required.
• If company cell phone is provided you will be required to setup and use email, voicemail, respond to phone calls, etc.
• Two week notice required for resignation or transfers from this position.
• Ability to use work order tracking system for monitoring, performing, and completing job duties.
• Requires reliable transportation capable of carrying equipment and traveling to all Harbin Clinic locations.
• Participates in activities that lead toward the improvement of processes and performance throughout the Clinic.
• Promotes a cooperative environment for fellow staff members.
• Follows common safety and bio hazardous waste precautions to establish a safe work environment.
• Maintains quality control standards.
• Keeps up to date with policy and procedure changes.
• Participates in continuing education to maintain current licensure and/or enhance skill level.
• Preserves confidentiality of patient information.
• Abides by policies and procedures of the Harbin Clinic, Inc.
  

Education

• Associate's degree in area of specialty preferred.
• Comp TIA A+ certification or its equivalent in area of specialty preferred .
• ITIL Foundation for Service Management strongly preferred.
• ITIL Service Lifecycle Module and/or ITIL Service Capability Module strongly preferred.
• ITIL Service Strategy strongly preferred.
• Education may be substituted for experience.
  

Experience Required

• Additional 2-5 years in Information Technology related field troubleshooting application issues, supporting networking, telephony, security, service desk, servers, desktops, or mobile devices preferred.
• Healthcare experience strongly preferred.