Tech Support Specialist

POSITION TITLE: Tech Support Specialist

DEPARTMENT: Informatics

NATURE OF POSITION: The Tech Support Specialist is responsible for Tier 1 support of network, workstations, end user support, and the electronic health record platform utilized by The Clinic end users. This position will work as a co-liaison with the Lead Tech Support Specialist and the Co-Network Systems Administrator in performing platform and system orientations, troubleshooting errors and issues as needed, direct staff workstation support, manage and resolve technical support inquiries with the E.H.R. and software/platform vendors as well as communicating and reporting needs, issues and progress to the Lead Tech Support Specialist.

RESPONSIBLE TO: Lead Tech Support Specialist

SUPERVISION EXERCISED: None

MINIMUM QUALIFICATIONS:

• Bachelor s or associate degree in information technology or similar preferred, equivalent work experience, and/or certifications in a related field.
• Experience with electronic health records, SQL, CMS or database records system.
• Experience with general desktop support and troubleshooting techniques in windows workstation environment.
• General understanding of Hosted Cloud environments, Networking, VoIP Environments, HL7 Interfacing, VPN
• Knowledge of public health principles and practice; primarily privacy and security standards.
• Excellent interpersonal skills and written communication skills
• Must be able to sit, stand, walk, bend and/or lift for extended periods of time
• Customer Service experience

• Tier 1 level technical support for Network and Workstations for ALL sites of The Clinic (COFMC)
• Travel is needed to meet the needs of all COFMC sites.
• Provides remote desktop support and platform management.
• Systems support which includes desktop support and trouble- shooting issues with workstation functionality of the E.H.R. on staff laptops, desktops and tablets, as well as peripherals devices attached to the E.H.R. Platform (e.g. EKG, Scanners).
• Operates facility ticketing directly with E.H.R. and Networking vendors to obtain issue fixes as the need arises.
• Provides basic orientation to new staff in individual job needs as it relates to the Informational technology.
• Works with all Informatics/I.T. staff to gain and maintain an in-depth functional and technical understanding of the E.H.R., both current and subsequent versions.
• Works with the Co-Network Systems Administrator in configuring and maintaining workstations, networking equipment and the like under the supervision of the Lead Tech Support Specialist.
• Serves on COFMC committees as needed.
• Participates in short- and long-term program planning for the Informatics Department, including development of goals and objectives.
• Assumes co-responsibility/accountability with the E.H.R. Team for managing technical use of the COFMC E.H.R. platform under the supervision of the Lead Tech Support Specialist and the Chief Technology Officer.
• Assumes co-responsibility/accountability with the Co-Network Systems Administrator for managing use and implementation of COFMC workstations, hardware, software platforms, updates, networking hardware and the like, under the supervision of the Lead Tech Support Specialist and Chief Technology Officer.
• Serves as a resource and positive, proactive member of the Informatics/IT department.
• Implements and audits credential access of COFMC Staff to COFMC network, software, network, workstations, etc. as directed by the Lead Tech Support Specialist and/or Chief Technology Officer.
• Performs all other duties as assigned by the Lead Tech Support Specialist and/or Chief Technology Officer.

• Exhibits enthusiasm, a positive attitude, and professionalism in the workplace
• Handles personal conflict and works through it at the lowest possible level (first with party/parties involved, then, if necessary, with 3rd party mediation)
• Displays a friendly manner and is easy to approach
• Maintains a neat, clean, well-groomed, appearance and dresses in accordance with the dress code policy
• Leaves personal problems out of the workplace
• Treats all co-workers with dignity and respect
• Abstains from gossip in the workplace
• Arrives on time and works through designated hours
• Completes tasks effectively, accurately and on time
• Demonstrates little or no absenteeism/follows leave guidelines
• Follows designated line of support
• Displays a willingness and flexibility to respond to unusual job-related demands
• Manages time well
• Recognizes and assists others in the work of the department, even though the work may be outside of regular duties
• Shares equally in the workload of the department
• Works cooperatively with all team members and departments
• Works independently requesting assistance from supervisor only as needed
• Abstains from criticizing the Clinic (COFMC), colleagues and supervisors
• Demonstrates loyalty to the Clinic (COFMC) COFMC, colleagues and supervisors
• Demonstrates support of the mission and vision of the Clinic (COFMC)
• Accepts and participates in cross training
• Takes initiative to identify skill development needs
• Commitment to the mission of COFMC.

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