Job Description

THIS IS NOT A REMOTE OR HYBRID POSITION.

The Desktop Support Technician is the central point of contact for all IT related incidents and service requests. The role of the Desktop Support Technician is to provide second line support for all staff. The Desktop Support Technician is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. The Desktop Support Technician will work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, phone, in person and self-service.

ESSENTIAL FUNCTIONS:

• It is the expectation of all NWOS employees to demonstrate and uphold all 19 NWOS Fundamentals.

• Provide technical assistance and support for incoming questions and issues related to organization's systems and software and to also grant access to the same.

• Prioritizes and resolves EHR and Help Desk related issues as reported via IT/IS ticketing system or by phone.

• Work with other members of IT team to provide sufficient information to diagnose and resolve issues that are not easily resolved.

• Be available to occasionally help staff and providers after hours with issues related to NWOS hardware and software.

• Quickly address user issues, and follow up to ensure that issues are resolved.

• Have basic knowledge of current Microsoft Windows and non-Microsoft windows operating systems to include but not limited to: Microsoft Windows XP, Vista, 7, 8, 8.1, 10; Microsoft Server 2008, 2012, 2016 and 2019 and Linux.

• Have basic knowledge of IOS, Android and Windows mobile devices.

• End User management: Active Directory, Desktop Authority, and Group Policy Management

• Hardware/Endpoint security management: McAfee EPO, Barracuda, Microsoft Bit-locker and TrendMicro encryption

• Athena user and hardware management

• Athena Patient Portal management. Duties to include, but not limited to: Providing patients with technical assistance when they are not able to log in to the portal, provide assistance with portal functionality issues and account creation.

• Microsoft Exchange user management

• Dragon / Nuance user management

• OS-Ticketing system administration

• Verba Jabber/Call recording management

• PACs application management: Stentor, CareStream, Medstrat and any other 3rd party PACs

• Medstrat PACs administrator: Manage users, import/export images and studies, basic user training and advanced surgical template training.

• Cisco telephone and voice mail management.

• Document all IT related internal procedures.

• System administration: Have a basic understanding of managing and maintaining servers including the commission and decommissioning of old servers.

• Install, test, configure, and update new workstations, peripherals, and other hardware/equipment.

• Maintain inventory of hardware, software, and software licenses.

• Lead for training all new NWOS employees from basic computer tasks, to more intricate duties that are relevant to their positions. Creates and manages employee ID badges.

• Must be available follow full sterile procedures in our surgery center to help physicians and staff in a live surgery environment.

• Must have dependable transportation to travel to and from all satellite offices. May occasionally be asked to ferry mail and medications to our satellite offices.

• Facility hardware maintenance and management to include but not limited to:
  • Dismantling, moving, and building employee workstations/cubicles ensuring that all hardware and systems run after the deskoffice cubicle has been built.
  • Sirius Radio for all offices

• Basic Windows related networking knowledge is required to troubleshoot and maintain our current network infrastructure and hardware. Hardware will include, but not be limited to phones, wireless access points, firewalls, routers, and switches and print servers.

• Be familiar with using Microsoft Visio to able to easily create and identify blueprints of our sites.

• Be able to provide support on medical office hardware to include but not limited to Ultrasound, X-ray, and EKG hardware/software.

• Manage and maintain all managed printers/copiers at all sites, using vendor software to order consumables and schedule maintenance for hardware.

• Have a basic understanding of HTML and be able to use applications provided by NWOS to manage and maintain our internal employee website.

• Must be able to work well with Administration, other clinical staff and physicians

• Professional appearance is required and he/she must adhere to the dress code

• She/he must be able to work well without supervision, abide by the employee handbook and work in harmony with all staff

• Maintains strictest confidentiality; adheres to all HIPAA regulations and completes required staff training

• All other duties as assigned

REQUIREMENTS:

High School diploma or equivalent.

Medical Office experience preferred.

BENEFITS: NWOS offers a robust benefits package to our employees and their families. Our benefit plans include:

• Medical, Dental, Vision Insurance
• Basic Life & ADD Insurance
• Voluntary Insurance Benefits (Long-term, Short-term, Life, AD&D.)
• Health Savings Account
• Employee Assistance Program
• Voluntary AFLAC Options
• 401k Employer Match, 401k Profit Sharing
• PTO and 7 paid holidays

Salary Range: $19.80 - $30.09

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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