JOB SUMMARY:
Reporting directly to the Director of IT, first responder to all IT related calls, analyze/diagnose, expert in escalation management, resolve technical and end-user issues in a customer service oriented environment. This individual has to be able to grasp information quickly and work independently thereafter. The individual needs to be efficient on managing time/tasks and able to resolve issues/handle requests remotely/over the phone. The position also requires being flexible on all aspects on user levels mainly, easy directing users in a non-technical manner, so patience along with great customer servicer skills is a must. This position also requires interaction with end users assisting them with their issues if unable to perform solutions remotely. This position entails driving, as part of the day to day, to remote sites which are within a 15 mile radius.
ESSENTIAL DUTIES/RESPONSIBILITIES:
The essential functions and other job duties listed reflect the main types of work performed by the position. They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks and responsibilities. Employees may perform other duties as assigned.
Tier 1 helpdesk technical support
Tier 1 application support
Testing of new technologies prior to deployment
Deploying new technologies agency wide
Create end user and IT internal documentation as needed
End user training of new technologies as needed
Work with IS department and System administrator to support enhancements to workflows as needed
Optimization of new technologies once deployed.
Participate in staff meetings, attend other meeting and training events as assigned.
May be required to perform other related duties, responsibilities and special projects as assigned.
OTHER JOB DUTIES:
A commitment to Axis’s mission, vision, and core values.
Maintain a professional working environment free of hostility, harassment, and discrimination.
Safety and Security – Actively promotes and personally observes safety and security procedures, and uses equipment and materials properly.
QUALIFICATIONS:
Ideally, the candidate should have a BA/BS in Computer Science or a related degree and/or 2 years of IT experience.
2 years of experience with customer support and/or training.
Knowledge of Microsoft Windows environments (2012r2 with Windows 10)
Knowledge of thin client environments (Citrix 7.5+)
Three years of experience supporting a Nextgen or EPIC EPM/EHR environment.
Knowledge of VoIP phone systems
Knowledge of Microsoft Office and SharePoint 2016
Excellent troubleshooting and problem solving skills
Experience with IT security and compliance in a health care setting.
Excellent written and verbal communication skills, including experience writing and maintaining end user and technical documentation.
Excellent project management and time management skills.
Ability to work efficiently and effectively, even under pressure.
Ability to interact effectively and in a supportive manner with persons of all backgrounds.
Ability to lift-carry (30lbs.) and move all components of PC workstations, servers, network equipment, peripherals, and other ancillary equipment.
Ability to maintain a high level of confidentiality, a professional demeanor and must represent the organization in a positive manner at all times.
Ability to establish and maintain positive and professional working relationships.
Must be able to adjust priorities quickly as circumstances dictate.
Must be able to be at work regularly and on time.
Must be a dynamic self-starter with demonstrated ability to work independently or in a group setting.
A can-do attitude, attention to detail, ability to organize and set priorities and excellent interpersonal skills.
Must have good computer skills using Microsoft Office and the ability to use Axis departmental systems.
Must be able to use office equipment (i.e. copier, fax etc.).
BENEFITS:
- Employer paid health, dental, and vision benefits to the employee.
- Option to participate in a 403(B) retirement plan with employer matching contribution.
- Partial educational reimbursement.
- 12 paid holidays.
- Accrued paid time off with each pay period.
- Employee discount programs.
- License renewal fee reimbursement
- Continuing Medical Education (CME) reimbursement program
- Colleague Referral Bonus Program
CONNECT WITH AXIS:
Company Page: https://www.axishealth.org
Facebook: https://www.facebook.com/axiscommunityhealth
LinkedIn: https://www.linkedin.com/company/axis-community-health
Physical Demands and Working Conditions:
Work is normally performed in a typical clinic office work environment (and in some cases telecommuting sites). The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions of this position if the accommodation request does not cause an undue hardship.
Physical: Occasionally required to carry/lift/push/pull/move up to 20lbs. Frequently required to perform moderately difficult manipulative tasks such as typing, writing, reaching over shoulder, reaching over head, reaching outward, sitting, walking on various surfaces, standing and bending. Occasional travel to other Axis health centers and other occasional travel will be required.
Equipment: Frequently required to use repetitive motion of hands and feet to operate a computer keyboard, telephone, copier and other office equipment for extended periods.
Sensory: Frequently required to read documents, written reports and signage. Must be able to distinguish normal sounds with some background noise, as in answering the phone, interacting with staff etc. Must be able to speak clearly, understand normal communication, and to be understood.
Cognitive: Must be able to analyze information being received, count accurately, concentrate and focus on the given task, summarize the information being received, accurately interpret written data, synthesize information from multiple sources, write summaries as needed, interpret written or verbal instructions, and recognize social or professional behavioral cues.
Environmental Conditions: Frequent exposure to varied office (medical clinic/office) environments. Rare exposure to dust and loud noises.
Axis Community Health is committed to creating a diverse work environment and is proud to be an equal opportunity employer (EEO). All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us for assistance. Link to "EEO is Law" poster: https://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf As part of our hiring process Axis conducts background checks.
Disclaimer: This job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, Axis Community Health reserves the right to modify or change the requirements of the job based on business necessity.