Information Technology Technician

SUMMARY

The Information Technology Technician is the initial point of contact for staff experiencing IT issues. This role combines technical expertise, excellent communication skills, and a commitment to providing exceptional support services. Responsibilities include troubleshooting and resolving first-level support tickets, escalating issues as necessary, supporting audiovisual (AV) systems across clinic locations, and assisting patients and staff with technology applications used in care delivery. This position ensures a seamless IT and digital experience for both CareSouth employees and the patients we serve.

PRIMARY RESPONSIBILITIES

1. Knowledge and understanding of Employee Handbook.
2. Carry out the meaning of the CSMD Mission and Vision statements.
3. Practice a culture of safety to reduce or prevent risk of injury, claims, loss or liability by utilizing the Risk Management and Infection Control Plan.
4. Perform responsibilities with a high-quality standard to yield improved compliance, quality, and patient outcome measures by adhering to the Quality Improvement Plan.
5. Be present and ready for work as scheduled.
6. Attend in-service trainings, departmental meetings and community events, as required.
7. Work cohesively with team members.
8. Knowledgeable of and applies the Vision, Mission, and Core Values of CareSouth.

General IT Support & Operations

1. Assists with the day-to-day management and operations of information technology functions and projects.
2. Sets up and maintains employee accounts, phone directory, and email address groups.
3. Acts as a direct liaison between employees, technical support, and network vendor support services to identify and correct problems.
4. Arranges equipment preventive/scheduled maintenance as required.
5. Maintains inventory and documentation of CareSouth-supplied equipment and devices.
6. Activates and terminates employee accounts and prepares employee access and identification badges.
7. Provides assistance with laptop setup for orientation and other trainings.
8. Serves as the primary contact for staff seeking technical assistance via phone or email.
9. Performs remote troubleshooting through diagnostic techniques and relevant questions.
10. Determines the best solution based on the issue and details provided by staff.
11. Escalates unresolved issues to the next level of support personnel.
12. Records events, problems, and their resolution in logs.
13. Follows up and updates staff on status and resolution of issues.
14. Communicates effectively with IT/Manager Service Provider for escalated issues and ensures resolution.
15. Assists with developing recommendations for improving processes (workflow, operating procedures, etc.).
16. Protects patient privacy and keeps all information confidential in accordance with HIPAA.
17. Maintains open communication with all team members.
18. Ensures adherence to organizational, OSHA, and other designated governing body requirements related to workplace safety.
19. Follows established federal, state, and local policies, procedures, and programs relating to health and safety.
20. Must be able to travel to CareSouth locations; onsite support at all clinic sites may be required.

Audiovisual (AV) Systems Support

21. Installs, configures, and troubleshoots AV equipment including projectors, displays, conference room systems, video conferencing platforms (Teams, Zoom), and digital signage across all clinic locations.
22. Performs routine maintenance and inspection of AV hardware to ensure reliable operation in clinical, administrative, and public-facing spaces.
23. Coordinates AV setup for meetings, trainings, community events, and organizational presentations.
24. Diagnoses and resolves AV connectivity issues including HDMI/display adapters, audio systems, microphones, speakers, and video endpoints.
25. Liaises with AV vendors and third-party support as needed for advanced issues or warranty repairs.
26. Maintains documentation of AV equipment inventory, configurations, and service records.

Patient-Facing & Public Application Support

27. Serves as the on-site point of contact when CareSouth introduces new applications used by patients or the public (e.g., a nutrition tracking app, wellness tool, or patient portal); helps patients - including seniors and users with limited tech experience - understand and use these tools comfortably.
28. Assists clinic staff in understanding and supporting patient-facing applications; acts as a day-to-day resource for staff who encounter questions or issues while helping patients use technology.
29. Serves as the liaison between CareSouth staff, patients, and application vendors when issues arise; communicates problems clearly to vendor support and follows through to resolution on behalf of end users.
30. Approaches patient technology support with patience and empathy, recognizing that many patients may be unfamiliar with mobile or web-based applications and require hands-on, in-person assistance.

REQUIREMENTS

Education & Certification

1. Associate's degree in Computer Science, Information Technology, or a related field required. Sixty (60) credit hours toward a Bachelor's degree or higher in a related field may substitute the Associate's degree.
2. Hands-on familiarity with professional-grade AV equipment (displays, projectors, video conferencing systems, audio systems) is a plus; formal certification is not required.

Experience

3. Four (4) or more years of related experience in help desk support and/or IT training, preferably in a healthcare setting.
4. Demonstrated experience supporting or troubleshooting AV systems in a professional environment.
5. Experience supporting end-user technology training or application onboarding for non-technical users, including members of the public.

Technical Skills

6. Proficiency in Windows OS environments; familiarity with iOS and mobile device management.
7. Strong proficiency in Microsoft 365 applications: Word, Excel, PowerPoint, SharePoint, OneDrive, Teams.
8. Experience with help desk software, ticketing systems, databases, and remote control tools.
9. Working knowledge of AV technologies including display systems, video conferencing endpoints, digital signage, and streaming platforms.
10. Familiarity with patient portal platforms, telehealth applications, and/or healthcare information systems (e.g., Athena, Epic) is a strong plus.
11. Familiarity with cybersecurity laws, regulations, and standards applicable to healthcare (HIPAA).

Competencies

12. Ability to adapt to different situations and learn new technologies quickly.
13. Strong team-based, results-oriented, analytical, and problem-solving skills.
14. Exceptional written and oral communication skills, with demonstrated ability to explain technical concepts in plain language to non-technical users including patients.
15. Ability to organize, prioritize, and work independently while meeting deadlines.
16. Patient-centered service orientation; comfortable working in a clinical environment with diverse patient populations.

SUPERVISES

None

TRAINING

Relias Track A Non-Clinical

Relias CareSouth Onboarding

PHYSICAL REQUIREMENTS

1. Visual acuity – always.
2. Hand–eye coordination – always.
3. Manual dexterity - always
4. Work is primarily sedentary; large amounts of time may be spent using a PC and health information systems.
5. Lifting approximately 10–50 lbs. (AV equipment, monitors, and related hardware).
6. Pushing, pulling – sometimes.
7. Stooping, bending, sitting, standing – sometimes.
8. Walking – frequent; short distances.
9. Must be capable of standing on a step stool and reaching above head and shoulder area.

WORK ENVIRONMENT

1. Indoor, environmentally controlled.
2. Exposure to disease or infections.
3. Exposure to artificial and/or natural light.
4. Exposure to outdoor weather elements when traveling between clinic locations.

PERFORMANCE MANAGEMENT EVALUATION TYPE

Administrative and Programmatic