IT - IT Support Technician

The IT Support Technician provides Level 1 and Level 2 support for the health center’s computer, network, and telephony systems and is the first point of contact for staff technology issues. This position resolves end-user problems, builds and deploys workstations, supports onboarding and offboarding, maintains the technology asset inventory, and coordinates with external technology vendors.

The position also performs routine maintenance, patching, and backup verification, trains staff on assigned hardware, software, and the electronic health record, and works under the HIPAA Security Rule in support of the health center’s security risk analysis and workforce security awareness requirements. Success in the role requires a customer service orientation, sound prioritization, and the ability to explain technical concepts to non-technical staff.

Essential Duties and Responsibilities:

Primary Functions:

Technical Support & Service Desk

1. Serve as the first point of contact for staff technology issues received by ticket, phone, or in person, and document each issue, action taken, and resolution in the ticketing system.
2. Diagnose and resolve hardware, software, operating system, printing, connectivity, and telephony problems for end users at all sites.
3. Install, configure, and maintain workstations, laptops, peripherals, mobile devices, and telephony equipment.
4. Escalate issues beyond Level 2 scope to the manager and track them through to closure.
5. Provide technology support for meetings, trainings, telehealth visits, and mobile or off-site clinic operations.

Onboarding & Offboarding

1. Create, modify, and deactivate user accounts across Active Directory, Microsoft 365, multi-factor authentication, and the electronic health record in accordance with approved role-based access requests.
2. Build and deploy complete workstations for new staff and orient them on system login, multi-factor authentication, telephone and voicemail setup, timeclock enrollment, and how to obtain help.
3. Recover, inventory, and securely wipe assigned hardware on separation, and confirm all accounts are disabled on the separation date.

Inventory & Vendor Management

1. Maintain an accurate inventory of all technology assets, including device type, serial number, location, and assigned user.
2. Monitor stock levels and order equipment so replacements and new builds are completed without delay.
3. Decommission outdated or failed equipment using approved data destruction and electronic recycling methods, obtaining CEO or CFO authorization as required.
4. Coordinate with technology, telephony, and internet vendors on installation, maintenance, warranty, and troubleshooting, and track software licenses and renewal dates.

Security, Backup & System Maintenance

1. Apply operating system, application, and firmware updates on a routine schedule and verify successful installation.
2. Verify daily backup completion, resolve or escalate failures, and participate in periodic restore testing.
3. Support administration of endpoint protection, email filtering, multi-factor authentication, and password policy enforcement.

1. Assign and track mandatory cybersecurity awareness training and report monthly on phishing simulation and password compliance results.
2. Support the annual HIPAA security risk analysis and maintain technical documentation requested during audits, Operational Site Visits, and accreditation surveys.
3. Report suspected security incidents, malware, and lost or stolen devices to the supervisor and Privacy Officer immediately upon discovery.

Training & Electronic Health Record Support

1. Train staff on assigned hardware, software, telephony, and collaboration tools, adapting instruction to varying levels of technical skill.
2. Maintain quick reference guides and self-service resources for common tasks, and identify recurring issues that warrant training or workflow changes.
3. Provide basic electronic health record navigation training, establish vendor support portal accounts, and orient staff on accessing vendor resources.
4. Troubleshoot electronic health record issues within Level 1 and Level 2 scope, and open and track vendor tickets for issues that cannot be resolved internally.
5. Other duties as assigned.

Productivity & Performance Expectations:

1. Ticket response: Initial response within 4 business hours; at least 80% of Level 1 tickets resolved within 1 business day.
2. Onboarding and offboarding: Workstation, accounts, and telephone ready by the start date; accounts disabled and hardware recovered by the separation date.
3. Backup verification: Daily backup status reviewed each business day and failures escalated same day.
4. Patching: Approved operating system and security updates applied on the established monthly schedule.
5. Inventory accuracy: Technology asset inventory reconciled at least quarterly.
6. Security reporting: Phishing campaign and password compliance reports submitted monthly.                                           

Qualifications:

Minimum Qualifications:

1. High School diploma or GED, and one of the following: an Associate’s degree in information technology or a related field, a recognized IT certification (CompTIA A+, Network+, or Microsoft), or two additional years of directly related experience.
2. Minimum 2 years of hands-on desktop support, help desk, or IT technician experience.
3. Demonstrated experience troubleshooting Windows operating systems, Microsoft 365, printers, and network connectivity.
4. Experience administering user accounts in a directory or identity management system.
5. Working knowledge of HIPAA requirements as they apply to electronic protected health information and end-user devices.

Preferred:

1. Bachelor’s degree in information technology, information systems, or a related field.
2. Experience supporting information technology in an FQHC, community clinic, or other health care setting, including Indian Health Clinics.

1. Experience supporting eClinicalWorks or a comparable electronic health record.
2. Experience with a ticketing system, endpoint management tooling, and multi-factor authentication platforms.

Disclaimer

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. This description reflects management’s assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned. This job description is subject to change at any time.

Preference is given to qualified American Indian/Alaskan Natives in accordance with the American Indian Preference Act (Title 25, U.S. Code Section 472, 473 and 473a). In other than the above, the San Diego American Indian Health Center, is an equal opportunity employer.

San Diego American Indian Health Center is an Equal Opportunity Employer. We encourage applications from all individuals regardless of race, religion, color, sex, pregnancy, national origin, sexual orientation, gender identity, gender expression, ancestry, age, marital status, physical or mental disability or any other protected class, political affiliation, or belief.

Preference is given to qualified American Indian/Alaskan Natives in accordance with the American Indian Preference Act (Title 25, U.S. Code Section 472, 473 and 473a). In other than the above, the San Diego American Indian Health Center, is an equal opportunity employer.

San Diego American Indian Health Center is an Equal Opportunity Employer. We encourage applications from all individuals regardless of race, religion, color, sex, pregnancy, national origin, sexual orientation, gender identity, gender expression, ancestry, age, marital status, physical or mental disability or any other protected class, political affiliation, or belief.