IT Support Technician

Description

POSITION SUMMARY

The IT Support Technician will play a pivotal role in providing daily technical assistance to staff utilizing various information systems within the organization. Primarily focused on supporting end users with the Electronic Health Record (EHR) system, the technician will troubleshoot issues, resolve technical queries, and ensure smooth operation of the EHR platform. Additionally, the technician will be responsible for developing and delivering training sessions to enhance end user proficiency and optimize system utilization. Beyond EHR support, the technician will contribute to lateral IT operations and IS operations, assisting in maintaining the overall functionality and efficiency of information systems across the organization. This role requires a proactive approach to problem-solving, strong communication skills, and a commitment to delivering high-quality support services to internal stakeholders.

Work Schedule: Monday through Friday 7:30am-4pm

ESSENTIAL JOB DUTIES

The following areas of focus, and their associated tasks, should be accomplished in the context of support to the outpatient, residential, admissions, mental health, family therapy, medical, withdrawal management, and all other support departments. This position requires coordination and communication with these departments to meet operational needs effectively.

• EHR Management
• Document, group session, and schedule creation and maintenance.
• Manage lab orders and medication orders.
• Administer user creation and permissions.
• Collaborate with EHR support team to identify and address errors and bugs.
• Coordinate with Billing team to ensure accurate coding for claims processing.
• Ongoing Technical Support
• Provide daily troubleshooting and coaching to end users.
• Address application and equipment issues promptly.
• Maintain system setup, including user management and permissions.
• Manage error queues and ensure resolution through ticketing system.
• Communicate EHR or workflow changes to end users.
• Collaborate with clinical staff for system improvements.
• Coordinate with IT vendor for support.
• Assist in IT equipment allocation using inventory management system.
• Training Coordination
• Coordinate and conduct training for new clinic staff and providers.
• Identify opportunities for additional training for existing staff.
• SharePoint Form Development
• Manage the lifecycle of SharePoint form and List reporting requests.
• Validate and write reports to extract necessary information in usable format.
• Google Workspace Management
• Configure Google Workspace for efficient Chromebook deployment.
• Provision Chromebooks, manage device policies, and deploy apps/extensions.
• Provide comprehensive training on Google Workspace tools.
• Ensure Chromebook setups adhere to security protocols and compliance standards.
• Address technical issues and perform routine maintenance tasks for Chromebook setup.

As an IT Support Technician, you will serve as a cornerstone in optimizing our organization's technological infrastructure to empower data-driven decision-making, streamline operations, and foster sustainable growth. Leveraging your expertise in information systems, your role will be integral in ensuring the seamless management and utilization of our data resources. Your commitment to technical proficiency, strategic insight, and collaborative leadership will be pivotal in advancing our organization's information systems capabilities and driving continuous improvement across our digital landscape.

ADDITIONAL JOB RESPONSIBILITIES 

• Attend staff meetings as scheduled.
• Additional training to be completed as assigned in a timely manner.
• Special projects and other duties as assigned.
• Participate in ongoing supervision.
• Attend appropriate clinic department meetings as EHR expert/liaison.

SUPERVISORY FUNCTIONS

This position does not have supervisory duties.

Requirements

QUALIFICATIONS

EDUCATION AND EXPERIENCE REQUIRED

• Associates’ degree in information systems, computer science, or a related field preferred.
• Minimum of 1 years of professional, full-time work experience required, preferably in a healthcare environment.
• Experience with Electronic Health Record (EHR) systems is preferred.
• Certification in relevant technologies (e.g., CompTIA A+, Microsoft Certified Professional, Google Workspace Administrator) is preferred.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

• Proficient in relevant computer applications- MS Office Suite. 
• Communicate information effectively in writing and verbally.
• Maintain confidentiality of sensitive information and documents.
• Must demonstrate strong initiative and problem-solving skills, be organized, show attention to detail, communicate effectively, and can remain calm and focused under pressure.
• Comfortable working with clinical, non-clinical, and IT staff members.
• Patience supporting non-technical end users using a highly technical EHR.
• Ability to understand EHR software use and workflows and how those relate to data definitions and reporting.
• Ability to work independently as well as collaboratively.
• Flexible, adaptable, and resourceful, with a willingness and ability to self-teach and learn quickly.
• Maintain a professional demeanor especially under stressful circumstances.
• Willingness to perform a wide range of tasks.

OTHER REQUIREMENTS

• For employees with a history of substance use disorder, Fora Health’s policy requires certification of a minimum of six months of sobriety for this position.
• Ability to pass a pre-employment or for cause drug tests.
• Ability to pass DHS criminal background.

WORKING CONDITIONS

• Prolonged use of computer
• Position generally works in an indoor office environment with infrequent travel between sites or to special events.
• Position requires some overtime, including evening and weekend work.
• Position generally works in an indoor office environment with occasional travel between sites or to special events.
• Possible exposure to communicable diseases which can encompass a variety of illnesses and infections, including COVID, tuberculosis, Hepatitis A, B, and C, and HIV.
• Possible exposure to upset, angry, severely traumatized, disabled or emotionally disturbed adults, adolescents, and families.
• Exposure to potentially hazardous cleaning chemicals, personal protective equipment provided.
• Fast paced, high volume work environment.