Information Systems Support Technician

Indiana Hemophiliaand Thrombosis Center; Indianapolis (IN); On-site; USD 42,000 - 70,000; Full time

Job summary

Innovative Hematology, Inc. (IHI) seeks an Information Systems Support Technician to deliver end-user support for hardware and software across the center.

You will respond to Help Desk requests, diagnose issues, document resolutions, and coordinate with IT staff and vendors to keep systems secure and up-to-date. The role requires strong customer service, at least 3 years in a healthcare-focused Help Desk, and relevant certifications.

Qualifications

• Associate degree in a related field or 5+ years of related IT experience.
• At least 3 years of end-user IT Help Desk experience (hospital/clinical setting preferred).
• At least 2 years of customer service in IT Help Desk telephone/field support with ticketing system.
• Valid driver's license with insured vehicle.
• A+ or Network+ certifications preferred; CAN certification also considered.
• Help Desk Analyst or Field Service Technician certifications preferred.

Responsibilities

• Provide end-user support and internal customer service for hardware and software.
• Respond to Help Desk requests via phone, email, or in-person; log tickets.
• Diagnose and resolve hardware and software issues; guide users on action.
• Administer Help Desk software; track problems and prepare reports.
• Configure and install PCs, peripherals, and software; connect to networks.
• Train clients in system use and coordinate with IS staff and vendors.
• Assist in device movement, security compliance, and documentation.

Skills

End-user support

Help desk

Customer service

A+ Certification

Network+ Certification

CAN Certification

Help Desk Certifications

Education

Associate degree in related field

5+ years related IT experience

Job description

About IHI

At Innovative Hematology, Inc. (IHI), we offer a future where people with rare blood disorders flourish. Our experts provide the highest quality comprehensive services and holistic care to patients with bleeding, clotting and other hematologic disorders, and to their families.

What You Will Do

The Information Systems Support Technician provides end-user support and internal customer service for the center's hardware and software support.

The Opportunity

• Respond promptly to requests for technical assistance through the Help Desk support system. Document support tickets submitted by end-users via phone, email, or in-person following standard Help Desk support procedures.
• Diagnose and resolve technical hardware and software issues, research questions using available information resources, and advise/guide users on appropriate action.
• Identify and escape situations requiring urgent attention to the appropriate person.
• Administer Help Desk software, track and route problems and requests, document resolutions, and prepare activity reports.
• Updates, monitors, install and repairs a wide variety of information systems equipment, including specialized clinical products, hardware components such as laptops, monitors, printers, scanners, peripherals, CPU's and circuit boards; schedules and performs preventative maintenance.
• Configures end user equipment to connect to department systems and access specified programs, and to Internet application servers, as directed.
• Configures and installs new PCs, peripherals and software, and physical attachment of PC to network.
• Installs, configures and tests network and local printing devices.
• Installs, configures and maintains network applications and application distribution systems.
• Provides training to clients in the use of systems.
• Identifies and corrects or advises on technical issues in client computer systems; communicates with system administrator, systems analysts and/or vendors regarding problem resolution.
• Coordinates with IHTC's departments, vendors and other IS staff to modify, install, upgrade, replace and/or reconfigure end-user systems.
• Performs creation, set up and assignment of new accounts, following departmental policies and procedures.
• Receives and inspects new devices/computer equipment. Disassembles, packs and moves computer devices and peripherals.
• Participates in ensuring system security is in compliance with department policy including virus protection.
• Writes/generates technical and other reports, documents and written materials, such as user manuals and knowledge base material; maintains required logs.
• Processes and tracks all information systems-related purchase orders, tracks software licenses, and orders.
• May assist in training less experienced personnel as assigned and required.

Requirements

• Minimum Associate's degree in related field OR minimum of 5 years of related experience
• Minimum of 3 years of experience working with the end user community in an IT Help Desk support environment (hospital or clinical settings highly desirable)
• Minimum of 2 years of customer service experience in an IT Help Desk telephone and field support environment using a help desk call tracking system
• Valid driver's license and insured automobile required
• A+, CAN, or Network + certification highly preferred
• Help Desk Analyst or Field Service Technician Certifications highly preferred

Benefits

Why join our team?

IHI is a not-for-profit program based in Indianapolis and offers a competitive salary and benefit package.

IHI is the only federally designated comprehensive hemophilia program in Indiana and serves the entire state through services available in Indianapolis and at outreach clinics.

IHI is a leader in hemophilia care, education and clinical research and has a dedicated on-site multidisciplinary staff to ensure availability of a wide range of required services.

IHI participates in national and international clinical research, including new infusion products and therapies, investigation of long‑term outcomes, and the impact of associated conditions. The IHTC research program provides patients access to new therapies, and an opportunity to improve care. Our center has more than 50 clinical research projects involving bleeding disorders, sickle cell disease, thrombosis and more.

Innovative Hematology, Inc. is an Equal Opportunity Employer.