INFORMATION SYSTEMS/HELP DESK TECHNICIAN

The Hospital Authority of Miller County•Colquitt, GA

just now

About The Position

JOB SUMMARY: The Technician serves as the primary technical support resource for hospital staff, acting as the first point of contact by receiving and responding to direct requests for assistance via phone calls, emails, in-person interactions, or the ticketing system. This role ensures reliable operation of computer workstations, peripherals, and associated software by promptly diagnosing and resolving routine hardware, software, and printing issues, while providing clear, effective solutions to minimize disruptions in patient care and administrative functions. The technician accurately documents all support interactions and events in the ticketing system, escalates complex issues to senior IT staff as needed, and actively contributes to the department's continuous quality improvement (CQI) initiatives to enhance service delivery and system performance.

Requirements

High school diploma or equivalent required.
Minimum one (1) year of experience in IT technical support required.
Ability to communicate in English, both verbally and in writing.
Basic Computer Skills

Nice To Haves

Associate degree in Information Technology, Computer Science, or related fields is strongly preferred.
Healthcare IT experience (hospital or clinic environment) strongly preferred.
Preferred one of the following certifications: CompTIA A+, CompTIA Network+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator Associate, Google IT Support Professional Certificate, or equivalent.
Additional languages preferred.
Strong written and verbal skills.

Responsibilities

Serve as the point of contact for technical support requests from hospital staff via phone, email, in-person, or ticketing system, ensuring prompt responses.
Diagnose and resolve basic hardware, software, and network issues for desktops, laptops, printers, peripherals, and mobile devices using diagnostic tools and Barracuda Remote Desktop.
Provide user support for Cerner and Matirx EHR applications, including navigation, order entry, documentation, password resets, and basic functionality troubleshooting.
Perform routine tasks such as software installations, updates, password resets, user account management, and email configuration.
Document all support interactions, resolutions, and follow-ups in the ticketing system to maintain accurate records and support team collaboration.
Deliver user training on system usage, best practices, and essential tools to promote self-sufficiency and reduce recurring incidents.
Escalate complex issues to senior IT staff while minimizing disruption to hospital operations.
Adhere to HIPAA regulations and hospital policies on data security, privacy, and incident reporting throughout all support activities.
Assist with basic inventory tracking of IT equipment and maintain an organized, clean workspace.
Maintain cybersecurity awareness, including threat detection, antivirus management, firewalls, password policies, and compliance with standards such as HIPAA and PCI DSS.