IT Technician

Pioneers Medical Center; Meeker (CO); On-site; USD 37,000 - 50,000; Full time

Job summary

Pioneers Medical Center in Meeker, CO is seeking a Tier 1 IT support technician to provide frontline help desk services to clinical and administrative staff.

The role includes desktop support, basic networking, and application support for MEDITECH Expanse and Athenahealth, with opportunities to contribute to IT projects while upholding HIPAA obligations.

Qualifications

• Associate degree or equivalent experience in IT preferred.
• 1–3 years IT support or helpdesk experience; healthcare IT preferred.
• Proficient with Windows, Microsoft 365, Active Directory, basic TCP/IP and wireless networking.
• Experience supporting MEDITECH Expanse and/or Athenahealth preferred.
• Certifications such as CompTIA A+, Network+, or Microsoft fundamentals preferred.

Responsibilities

• Provide Tier 1 technical support to end users via phone, email, remote support tools, or in-person communication.
• Diagnose and resolve desktop, laptop, thin client, hardware, software, printing, and basic network connectivity issues.
• Install, configure, deploy, replace, and maintain computers, monitors, printers, scanners, peripherals, and approved software applications.
• Assist with user accounts, passwords, permissions, profiles, Microsoft 365, Active Directory, shared resources, and MFA.
• Provide first-level support for healthcare applications, including MEDITECH Expanse, Athenahealth, and other clinical and business applications used by PMC.
• Support VMware Horizon/VDI endpoint connectivity and user-access troubleshooting.
• Troubleshoot basic wired and wireless network connectivity and escalate server, firewall, storage, switching issues to IT staff.
• Maintain confidentiality and comply with HIPAA and PMC policies.
• Create and maintain technical documentation and knowledge-base articles.

Skills

Professional demeanor

Customer service

Effective communication

Problem-solving

Team collaboration

Education

Associate degree in IT or related field

Tools

MEDITECH Expanse

Athenahealth

Job description

Reports to: Information Technology Diretor

FLSA Classification: Full-time, Hourly, Non-Exempt: Salary range $26.62 to $36.18 / hour.

Essential Functions

Provide Tier 1 technical support to end users via phone, email, remote support tools, or in-person communication.

Diagnose and resolve desktop, laptop, thin client, hardware, software, printing, and basic network connectivity issues.

Install, configure, deploy, replace, and maintain computers, monitors, printers, scanners, peripherals, and approved software applications.

Assist with user accounts, passwords, permissions, profiles, Microsoft 365, Active Directory, shared resources, and multi-factor authentication within assigned authority.

Provide first-level technical support for healthcare applications, including MEDITECH Expanse, Athenahealth, and other clinical and business applications used by PMC.

Support VMware Horizon/VDI endpoint connectivity and user-access troubleshooting and escape advanced issues as appropriate.

Troubleshoot basic wired and wireless network connectivity and escape server, firewall, storage, switching, or other infrastructure issues to appropriate IT staff.

Support hospital telephone, fax, paging, audiovisual, conferencing, and other communication technologies as assigned.

Monitor and respond to IT service tickets; accurately document troubleshooting, resolution, and escalation activities.

Escalate complex incidents to Tier 2, Network/System Administration, Clinical Informatics, IT leadership, or vendors as appropriate.

Assist with hardware and software inventory, asset tracking, equipment lifecycle management, and workstation replacement projects.

Assist with technology deployments, upgrades, maintenance activities, system testing, and organizational IT projects.

Follow PMC cybersecurity policies and promptly report suspected malware, phishing, unauthorized access, or other security incidents.

Maintain confidentiality and comply with HIPAA, organizational privacy and security policies, and applicable healthcare regulatory requirements.

Create and maintain technical documentation and knowledge-base articles.

Provide professional, timely, and courteous technical support to clinical, administrative, and operational staff.

Participate in after-hours maintenance, upgrades, implementations, or emergency support when required.

Other duties as assigned.

Education and Experience

Associate degree in Information Technology, Computer Science, Information Systems, or related field preferred. Relevant technical training, certifications, or equivalent experience may substitute for formal education.

One to three years of IT support, desktop support, helpdesk, or related technical experience preferred; healthcare IT experience strongly preferred.

Working knowledge of Windows operating systems, Microsoft 365, Active Directory, computer hardware, printers and peripherals, basic TCP/IP networking, wireless connectivity, and remote support tools.

Experience supporting MEDITECH Expanse and/or Athenahealth is preferred.

CompTIA A+, Network+, Microsoft fundamentals/endpoint certifications, or comparable technical certifications preferred.

Skills and Expectations

Kind and professional demeanor.

Professional and well-groomed appearance at all times.

Communicate positively and effectively, both written and verbally, with patients, family, and staff.

Demonstrate effective organizational skills in an evolving environment.

Work with honesty, compassion and integrity at all times.

Understand and adhere to the scope of service for the department and this position.

Understand and adhere to all of PMC’s policies and procedures.

Understand and adhere to PMC’s Code of Conduct.

Adhere to the strictest confidentiality and HIPAA regulations.

Demonstrate a commitment to building and sustaining a diverse, inclusive, and equitable working environment.

Ability to remain calm and efficient in emergency situations.

Demonstrate strong problem-solving skills.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing this job, the employee:

Must be able to remain in a stationary position 50% of the time.

Must be able to move and traverse about the facility 50% of the time.

Frequently transport objects weighing up to 50lbs

Occasionally position objects weighing up to 100lbs.

Must be able to communicate and exchange information in a way others will understand.

Must be able to recognize details such as color and depth within a few feet of the observer.

Frequently operates computers, machinery, and other healthcare equipment.

Constantly positions self to complete essential functions.

May be required to wear N95s or PAPRs throughout the shift.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Pioneers Medical Center is committed to diversity inclusion, equal treatment, and opportunity in all aspects of recruitment, selection, and employment without regard to race, color, religion, national origin, ethnicity, age, sex, marital status, physical or mental disability, gender identity, sexual orientation, veteran or military status, or any other category protected under the law.As an equal opportunity employer, Pioneers Medical Centerwill not limit or segregate employees in any way which would tend to deprive them of employment opportunities/promotions, or affect the status of their employment because of race, creed, color, sex, sexual orientation, gender identity, gender expression, marital status, national origin, age, disability, ancestry, or veteran status.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.