PURPOSE

The purpose of this position is to serve as Neighborhood Health Center’s (NHC) Applications and Technology Support Analyst. This person will support the office and medical staff of NHC in the use of computers, phone systems, audio/visual, and applications. The right candidate will be a team player eager to provide exceptional customer support, troubleshoot problems, and gain a high-level understanding of health center processes to identify where technology supports our success.

ESSENTIAL JOB FUNCTIONS AND DUTIES

• Support the organization with any issue involving health center systems. Be resourceful in identifying where and how to get the solutions required
• Act as a business partner by consulting with health center staff and leadership to proactively identify current and future health center application and technology needs
• Build positive relationships as an “IT ambassador” in the health center by performing duties well, attending necessary meetings, and keeping IT leadership informed of events and opportunities
• Evaluate and deploy new computer hardware, software and audiovisual equipment for use at the health center
• Actively promote a customer-oriented environment in which the client is treated professionally and courteously
• Demonstrate strong customer service skills including the ability to diplomatically, patiently, and successfully handle customer complaints, problems, questions, conflict, and suggestions
• Respond to helpdesk incidents and requests in a timely manner and within defined service levels
• Providing and/or sharing technical knowledge with other support staff in the resolution of problems and requests
• Escalate complex problems and work with other Tier I, Tier II or Tier III staff to ensure resolution
• Manages tickets escalated from the Helpdesk
• Identify symptoms and break problems into distinct and manageable parts; interpret root causes associated with a given problem; seek other resources/expertise to define solutions; assist in solving intra-team problems
• Apply principles and processes of service levels to work; identify/highlight service problems
• Participate in professional development activities
• Using initiative and independent judgment within established procedural guidelines; work well without direct supervision
• Becomes the Subject Matter Expert (SME) for the mission critical application infrastructure. Works with vendors and other IT teams on projects/implementations
• Works with vendors as needed for both system implementation and technical support
• Participates in overall maintenance of existing applications and systems
• Communicates and builds relationships with a wide variety of people from diverse socio-economic and ethnic backgrounds
• Sets goals and achieve measurable results
• Contributes ideas to plans and achieving department goals
• Performs other duties as assigned within the scope of responsibilities and requirements of the job
• Performs Essential Job Functions and Duties with or without reasonable accommodation

ESSENTIAL QUALIFICATIONS

***MUST BE FULLY VACCINATED AGAINST COVID-19***

Years of Experience and Knowledge

• 3 ~ 5 years of direct experience providing hardware and software problem resolution and technical support to computer users minimum
• Working knowledge and experience in interfacing with and supporting high-touch clients (e.g., doctors or senior leaders)
• Proven track record for learning new technologies and how they benefit an organization
• Demonstrate strong oral and written communication skills including the ability to communicate technical information to a variety of audiences including end users and clients
• Experience with Electronic Medical Records (EMR), Telehealth and other healthcare applications
• Experience on a helpdesk or level 2 support, healthcare environment strongly preferred
• Demonstrate ability to organize work tasks, set priorities and meet critical deadlines; regularly reprioritize tasks to address urgent needs; work with health center and IT leadership to validate these priorities
• Flexibility to support a later shift support schedule (until 8:00 PM), after hours on-call coverage and working onsite some Saturdays
• Experience with Windows 11 and ServiceNow (or other ticket management system) required, MAC support experience preferred
• Experience in an Active Directory environment preferred
• Experience with software deployment packages preferred
• Intermediate level knowledge of PC/MAC based hardware components and operations

Education, Licenses, and Certifications

• Bachelor's degree in Computer Science, Information Systems or Completion of course work at Technical School or related field or equivalent work experience required
• Preferred: Certification in A+ and/or Microsoft or a major EMR platform

Skills and Abilities

• Advanced level Microsoft Office skills (PowerPoint, Word, Outlook, Excel)
• Operational principles and characteristics of computer hardware
• Documentation and clinical workflow analysis skills with Information Technology integration
• Computer applications related to duties assigned
• Techniques for customer problem analysis and problem solving
• Operational principles and procedures of standard word processing, spreadsheet, database and related business software applications
• Record keeping principles and practices; department safety practice and procedures
• Patient rights; age specific patient care practices
• Infection control policies and practices
• Mobility to work in a typical clinical setting and use standard equipment; stamina to remain seated and maintain concentration for extended periods of time; vision to read instruments, printed materials and various electronic screens and monitors; hearing and speech to communicate effectively in person and over the telephone; strength and agility to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects
• Manage competing deadlines and multiple projects in a fast-paced environment

We reward great work with great benefits. The benefits we offer include but are not limited to: Medical/Dental/Vision benefits, Paid Time-Off (PTO), Paid Holidays, Short & Long-Term disability, Life & Accidental death, 401(k), Tuition Assistance, Employee Assistance Program (EAP), Healthcare Flexible Spending Accounts (HFSA) and Dependent Care Flexible Spending Account (DCFSA).