IT Support Specialist I

Job Description

Job Description

IT Support Specialist I

CLASSIFICATION / STATUS : Full Time, Permanent, Non-Exempt

IMMEDIATE SUPERVISOR : Systems Administrator – Support Supervisor

SUPERVISORY RESPONSIBILITIES : None

HOURS : Vary between the ranges of 8am-7pm, and the occasional Saturday on-call coverage

WORK LOCATION : On-site (Brighton / Waltham)

PAY BAND : Band 3 ($26.00 - $36.00 / hour)

WHO YOU ARE : YOUR ROLE & IMPACT

The mission of Charles River Community Health (CRCH) is to partner with individuals and families so they can thrive and lead healthier lives by delivering the comprehensive, integrated, and equitable primary healthcare that matters most to them. The IT Support Specialist I participates in IT hardware or software deployment projects, as well as installations, such as new desktops, laptops, printers, phones, copiers or other devices. The IT Support Specialist I will provide technical support to end users, respond to help requests from the IT helpdesk phone and email channels, and triage support requests. The IT Support Specialist I will support end users on mobile devices, with remote connectivity, peripherals, and any hardware or software issues, and complete other duties as assigned by the Systems Administrator – Support Supervisor.

YOUR RESPONSIBILITIES

• Serve as the first point of contact to diagnose and resolve level one technical issues originating from end users by use of ticketing system, phone calls, walk-ins and remote management.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Prioritize escalation procedures for advanced or intricate help requests after initial troubleshooting, engaging the Support Supervisor as warranted.
• Conduct configuration, maintenance, upgrades, and troubleshooting for workstations, laptops, mobile devices, copiers, and printers.
• Install, configure, and document various software packages upon end-user request, contingent upon proper approvals.
• Facilitate onboarding processes for new employees, including account creation and hardware / software provisioning.
• Uphold workstation security through routine patch management, antivirus updates, and performance tuning.
• Perform remote support for computing equipment and peripherals, including wireless and mobile devices.
• Maintain accurate and up-to-date documentation of troubleshooting steps, support procedures, system configurations, and user requests in the helpdesk system.
• Assist internal customers by providing audio / video conference support for presentations and meetings.
• Administer support for Microsoft Outlook 2016 within an Office365 cloud-based architecture.
• Assist in the training and orientation of new staff in the use of hardware and software.
• Act as a liaison between end-user and EHR Analyst for software / hardware related issues.
• Perform fixes on remote computing equipment, peripherals, wireless and cell devices.
• Develop and maintain comprehensive documentation concerning support services.
• Engage with external vendors for hardware repair and maintenance tasks.
• Perform post-resolution follow-ups with end users as required.
• Utilize diagnostic utilities for effective troubleshooting.
• Test fixes to ensure problem has been adequately resolved.
• Perform other duties as assigned by the Systems Administrator – Support Supervisor or designee.

YOUR QUALIFICATIONS, COMPETENCIES, TRAITS

WHO WE ARE & WHAT WE DO

Charles River Community Health’s mission is to partner with individuals and families so they can thrive and lead healthier lives by delivering the comprehensive, integrated, and equitable primary healthcare that matters most to them.

CRCH is a comprehensive practice providing medical, pharmacy, dental, behavioral health, optical, and vision services to diverse underserved local communities. We serve over 13,500 patients annually, and 90% of those served are low income, while over 70% need services in a language other than English.

We are committed to providing patients with timely access to the right care, at the right place and at the right time, collaborating with other organizations to connect patients with a comprehensive range of services and provide continuity of care, and creating new community partnerships to meet the changing needs of patients and the community.

We value caring for everyone with dignity, respect, and compassion, reducing cultural, financial and other barriers to care, and eliminating health care disparities for our patients. We also advocate for the needs of our patients, the community, and public health causes.

OUR PROMISE

If you are passionate about providing service excellence in a mission-driven, team-oriented, and progressive organization, you will find your career as IT Support Specialist I rewarding and impactful! You will also find a partner in your career path goals and trajectory!

OUR BENEFITS & PERKS

Medical Vision, & Dental Insurance

Short, Long-term Disability, and Life Insurance

Generous Paid Time Off

Flexible Spending Account

Employee Assistance Program

Tickets at Work

Health Reimbursement Arrangement

Travel Reimbursement

Professional Development Opportunities

Solid track record of developing and promoting employees internally!

Charles River Community Health is strongly committed to diversity and a workplace environment that respects, appreciates and values employee differences and similarities. By providing and supporting a work culture that fosters and builds upon diversity and its strengths, CRCH will better serve our local communities and continue to provide quality patient care and services. CRCH is an employment at-will organization and an equal opportunity employer committed to maintaining a work and learning environment free from discrimination on the basis of sex, race, color, religion, national origin, pregnancy, gender identity, sexual orientation, marital / civil union status, ancestry, place of birth, age, citizenship status, veteran status, political affiliation, genetic information or disability, as defined and required by state and federal laws. Additionally, CRCH prohibits retaliation against an applicant or employee because he or she has engaged in protected activity under the statutes prohibiting discrimination in the workplace.