Information Systems Specialist

Planned Parenthood of Greater Texas•Austin, TX

3d•Onsite

About The Position

Performs a variety of complex Information Technology (IT) support activities including maintenance, software installation, day-to-day end-user support and training tasks to ensure end-user workstations and network performance meet organization and user requirements. Provides support to staff on all company-supported applications. Troubleshoots complex computer problems, determines root cause and advises on appropriate action. Completes application project-based work. Performs responsibilities in accordance with all company standards, policies, and procedures. Supports the organization’s strategic plan and workplace inclusion initiatives. Ensures productivity expectations, customer service and compliance standards are maintained. Abides by the organization’s mission in performing job duties. Demonstrates an understanding and commitment to PPGT’s culture of quality, safety and risk awareness.

Requirements

High School diploma or equivalent + 5 years of related experience or IT-related Associate’s degree + 3 years of related experience or IT-related Bachelor’s degree + 1 year of related experience. Related experience: desktop support, system administration or network administration.
Must have excellent computer skills with knowledge of Microsoft Word, Excel, PowerPoint, Outlook, and Internet.
Must have the willingness and ability to adapt to change including advances or new technology.
Must have excellent customer service skills and be committed to providing the highest level of customer satisfaction.
Must be able to work other shifts including evenings and weekends (including holidays as needed) and availability for on-call support off hours.
Must be able to travel as required.
Excellent customer service skills and ability to effectively interact with computer users with varying levels of experience.
Ability to communicate technical issues in lay terms for end users while maintaining a friendly, courteous, customer-focused demeanor; excellent oral and written communication skills.
Ability to document technical procedures and general user instructions accurately and succinctly.
Strong organizational skills and ability to multi-task and prioritize work.
Possess effective analytical skills.
Ability to provide oversight of compliance and regulatory requirements pertaining to position.
Ability to provide effective, equitable, understandable, and respectful quality care and services that are responsive to the diverse cultural health beliefs and practices, preferred language, health literacy and other communication needs.
Ability to work effectively as a team member.
Ability to exercise initiative, sound judgment, and problem-solving techniques in the decision-making process.
Be discreet and safeguard confidential information. Maintain sensitive and confidential employee/company information.
Possess integrity and compliance – can be relied upon to act ethically.
Affiliate Knowledge: Understands the mission and structure of the affiliate and exhibits organization’s core values.
Organizational Awareness: Demonstrates a comprehensive awareness of the impact and implications of decisions and actions on other areas within the organization.
Work Management: Effectively manages time as a resource; establishes realistic priorities; schedules own time and activities effectively; gives balanced focus and attention to appropriate long- and short-term priorities. Develops action plans and budgets; leverages technology; anticipates obstacles; establishes check points and monitors progress.
Interpersonal Sensitivity: Acts in a way that indicates understanding and accurate interpretation of others’ concerns, feelings, strengths and limitations. Uses interpersonal understanding to shape one’s own response.
Building Relationships: Shows genuine interest in others’ needs and opinions; establishes rapport; earns the confidence and trust of others; demonstrates consistency between words and actions; delivers on commitments.
Remains informed of current developments in the relevant professional area and incorporates new knowledge into job duties; serves as a resource person in area of expertise; applies specialized knowledge and skill to handle the job; uses and applies appropriate technology; actively pursues new professional knowledge in area of expertise.
Adaptability or Flexibility: Responds with flexibility to shifting priorities and changing work situations; recovers quickly from problems and setbacks; develops new skills to remain competitive. Adapts easily to change, sees the merits of differing positions, and adapts own positions and strategies in response to new information or changes to a situation.
Coping with Demands of the Position: Uses effective problem solving while working under stress, high volume of work demands and/or time demands; regularly meets deadlines.
Exemplify the organization’s values: We Tend to the Team; We Respect and Honor All People; We Jump In; We Try and We Learn; We Care for our Business; and We Return to our Mission.

Nice To Haves

Hardware troubleshooting/repair experience (PC's, laptops, printers, other peripherals)
Client application support (NextGen, M365, Azure AD)
Software support (Windows 10/11, Internet Browsers, Anti-Virus)
Remote user support (VPN, Wireless)
User account creation/management, permissions, security
Remote and wide-area software deployment.

Responsibilities

Provides all levels of help-desk technical support of all organization standard applications to end-users; Provides user support for all office peripheral equipment and its proper maintenance, including printers, scanners, signature pads, phones, teleconferencing and audiovisual equipment.
Coordinates with hosting providers as necessary.
Tracks assigned tickets to ensure timely closure and follows up to confirm problems and issues are resolved to client satisfaction; reports and proactively pursues aged, open tickets; Responds and resolves requests, escalating when necessary.
Conducts business systems analysis appropriate to the department’s specific needs; recommends solutions to increase productivity and efficiency; evaluates and/or participates in the evaluation of technology products and solutions; consults with clients, users, vendors, and other providers of systems on the design and feasibility of proposed systems and modifications; estimates cost and timing of systems modifications and new systems development; presents recommendations to management or higher-level technical staff.
Communicates information regarding outages to all impacted users in advance when planned and when known in response to an outage. Advises users when systems return to functionality.
Performs installation, configuration and upgrades of desktop hardware and software as determined by office and company established procedures.
Tests and prepares documentation, IT procedures, reports, specifications, and program descriptions for commercial software applications.
Performs System Administration support including M365 management, active directory management, Azure/AWS cloud management, backup and restore data, SQL server access for vendor maintenance, and support of specialized applications for various departments.
Performs Voice over Internet Protocol (VoIP) such as Phone System, Voice Mail, Contact Center maintenance and management.
Provides basic Network Administration activities.
Provides IT department support for special projects or offer additional backup support as needed.
Responsible for ensuring that the IT assets (hardware, software, network infrastructure, phone, etc.) inventory is accurate and current; Responsible for maintaining proper inventory levels for new hires; replacement of frequently needed parts and redundancy factors; and communicating low inventory levels.
Embraces the organization’s ‘In This Together’ customer service standards and uses them with internal and external customers.
Adheres to organizations HIPAA Security and Privacy policies, as well as all Information Security policies.
Has unrestricted access to patient protected health information (PHI) on paper and electronic forms health records for purposes of treatment, payment, and/or healthcare operations. The use of a patient’s protected health information should be limited to information needed for the specific task that is being performed or requested by the individual patient. Disclosure of any patient information must be for purposes of treatment, payment or healthcare operation OR must be accompanied by a valid patient authorization. Must adhere to minimum necessary rule.
Duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally or informally, either verbally or in writing.