Information Systems Specialist

Community Health Center of Franklin County Inc•Greenfield, MA

2d•$22 - $30•Onsite

About The Position

Provides technical and administrative support for information technology services including computers, application, and information systems infrastructure in accordance with IT Department policies and procedures. Provides training, technical assistance, and data analytical support to users in a multi-site network computing environment.

Requirements

High school diploma required.
Minimum of 1 year of information systems experience, clinical setting preferred.
Strong knowledge of desktop operating systems including Microsoft Windows, Mac OS, and Chrome OS, including support, deployment, security updates, testing and troubleshooting.
Strong knowledge of application software including office productivity suites, document management, and major browsers.
Knowledge of basic computer hardware and experience with diagnostic utilities, hardware repair tools, and fault resolution by modular / component replacement.
Ability to initiate and complete efforts with minimal direction and guidance, and conduct activities through a methodology of “root cause” analysis, proactive monitoring, and problem management framework.
Superb customer service and excellent communication skills, including the ability to communicate with all levels of the enterprise to effectively convey information of a highly technical nature to both non-technical audiences and other IT staff.
Strong organizational and prioritization skills; attention to detail.
Strong analytical and problem solving skills.
Ability to be an agent and advocate of change.
Ability to work in a team environment and maintain a pleasant disposition.
Ability to be proactive, handle simultaneous projects, and work independently.
Strong level of confidentiality due to the sensitivity of materials and information handled.
Strong commitment to CHCFC Mission.
Strong interpersonal and communication skills.
Ability to work with a diverse population and sensitivity to marginalized populations.

Nice To Haves

Certificate(s), Associate’s degree, or substantial coursework completed in a relevant discipline preferred.
Experience with Microsoft Windows Server administration and Active Directory, and information technology ticketing systems.
Experience with basic network hardware, network troubleshooting, and network protocols including TCP/IP, DHCP, and DNS.
Experience with Linux, command line / scripting, database applications and relational database development, VoIP hardware and software, desktop security software including firewall, and anti-virus.
Familiarity with information security best practices, data encryption, industry security and privacy standards such as HIPAA, PCI, Mass 201.CMR.17, ITAR, and experience with security incident management, response and resolution.

Responsibilities

Routine desktop, laptop, and virtual software maintenance to ensure consistency of the computing environment, peak performance, safe computing, and regulatory compliance. Proactive recognition and response to emerging desktop software security threats and mitigation of software compatibility issues introduced by application updates.
Provision of technical support for staff throughout the organization, utilizing a combination of local hands-on troubleshooting and remote desktop assistance. Field incoming technical help requests via telephone, email, and ticket system to ensure courteous, timely and effective resolution of end user issues. Workflow includes receiving, prioritizing, documenting, and actively resolving end user help requests and escalating incidents as necessary.
Physical setup, configuration, routine maintenance, and deployment of end user equipment, including desktops, laptops, carts, phones, printers, and accessories.
Identify and resolve or repair issues with desktops, laptops, printers, phones, and other IT equipment, or refer to service personnel. Test fixes to ensure the problem has been adequately resolved.
Assist with maintenance of IT department inventory logs. Preparation of asset disposal records, equipment tagging and reconciliation of active and non-production inventory.
Develop help sheets and FAQ lists for end users. Contribute to intranet training and information services resources; assist staff with access to extranet training resources.
Assist in the development of policies and procedures for the use of technology.
Support and assist CHCFC Quality Management team by providing data and reports for quality improvement initiatives; training and support for use of clinical informatics dashboards; assistance with quality measure validation.
Department liaison for copier / printer supplies, page counts, and support tickets.
Department coverage for user authentication, access configuration, and group membership for production systems and applications.
Creation of new employee accounts. Facilitates and provides basic IT orientation for new employees.
Provision of telehealth technical support; assist patients with access and use of health center online portals, and mobile technology assigned to patients.
Coordination of mobile device services and applications, including multi-factor authentication (MFA), EMR applications, and translator services.
Coordination of key fob and badge updates for door security system(s).
Perform special projects and other duties as needed or assigned.