GENERAL SUMMARY OF DUTIES: The IT Technical Support Specialist provides comprehensive technical assistance, training, and support to employees throughout the organization. This role works closely with the IT Manager to evaluate and implement new technologies, coordinate with vendors, and ensure that all computer and telecommunication systems operate efficiently and securely. The position is responsible for troubleshooting hardware and software issues, resolving technical problems in a timely manner, and optimizing the overall use of technology across the organization.

SUPERVISION EXERCISED: None

ESSENTIAL FUNCTIONS:

Assist users in identifying departmental hardware, software, and procedural requirements.

Support the IT Manager with system analysis, troubleshooting, and implementation of technology solutions.

Diagnose moderately complex IT issues and implement timely, effective resolutions.

Maintain system security for computer applications and safeguard patient-related information in accordance with applicable regulations.

Perform system administration functions for software applications, organizational equipment, and email systems.

Recommend updates or revisions to IT-related policies and procedures to improve efficiency and compliance.

Deliver excellent customer service by resolving technical issues for staff and patients in a professional and responsive manner.

Ensure all IT service requests are properly logged, prioritized, tracked, and resolved, keeping the IT Manager informed of status and trends.

Demonstrate proficiency in Microsoft Windows, Outlook, Exchange, Word, Excel, and PowerPoint.

Apply working knowledge of TCP/IP, network hardware, VPNs, and Wi-Fi technologies.

Maintain knowledge of core hardware components, including printers, servers, desktops, laptops, and wireless devices.

Education & Experience

High School Diploma or equivalent required; Associate degree in Information Technology or related field and/or relevant technical certifications preferred.

Minimum of two (2) years of experience in help desk or desktop support.

Demonstrated experience supporting users in a Windows-based environment while providing high-quality customer service.

Working knowledge of operating systems, word processing applications, spreadsheets, databases, hardware, and peripheral equipment.

Strong organizational, analytical, and problem-solving skills, with the ability to manage multiple tasks effectively.

Skills & Competencies

Ability to read and interpret technical documentation and reports.

Ability to respond professionally to inquiries from staff, customers, and regulatory agencies.

Strong written and verbal communication skills.

Ability to analyze problems, collect relevant data, and draw logical conclusions.

Ability to work independently as well as collaboratively within a team.

Physical Demands

Extended periods of sitting or standing.

Ability to lift up to 50 pounds and perform bending or stretching tasks.

Frequent use of computer equipment.

Ability to handle stressful situations and work effectively under pressure.

Work Environment

Moderate noise levels.

Reasonable accommodations available to support employees with disabilities.

I have read and understand the job description for this position. I agree to abide by all the duties and responsibilities for the job including any reasonable request from my supervisor. I also understand that I will be evaluated based on these job specific performance standards.