IT Support Specialist

Description

We have a hybrid work arrangement.

EOE: race/color/religion/sex/sexual orientation/gender identity/national origin/disability/vet

ABOUT US:

Tennessee Hospital Association (THA) is a not-for-profit membership association that serves as an advocate for hospitals, health systems and other healthcare organizations and the patients they serve. The Association also provides education and information for its members and informs the public about hospitals and healthcare issues at the state and national levels.

JOB SUMMARY:

Serves as THA staff’s first point of contact for technical support and assistance including troubleshooting problems, researching and answering questions, and maintaining staff-assigned hardware. Supports staff in using select software and online services, and provides technical support for in-person and online meetings as needed. Performs other technical duties as directed by the Assistant Vice President of Information Technology and the Systems Administrator.

ESSENTIAL FUNCTIONS OF THE JOB:

The following lists your principal accountabilities; identify what you do, what end results you are accountable for, and how you measure your success.

1. The ability to adapt to a changing work environment and meet challenges presented throughout the day.

2. Prioritize and provide helpdesk support to all staff. Appropriately escalate technical issues to other IT staff, as necessary.

3. Provide Audio/Visual (AV) support for onsite events/programs and for conferences (on THA premises and off-site for local events).

4. Assist staff with creating and administering online meetings (Teams, Zoom, etc.)

5. Assist staff with the use of Microsoft Office desktop and online applications.

6. Assist staff with the use of cloud technologies, including Office 365, Microsoft OneDrive, Microsoft Teams, and Microsoft SharePoint.

7. Provide identity and access management via Active Directory and the Office 365 administrator portal.

8. Assist the Systems Administrator with basic network support.

9. Assist the Systems Administrator with hardware provisioning (laptops, workstations, etc.), configuration, and set up.

10. Assist with creating, editing, and maintaining technical documentation concerning solutions for staff issues and IT systems.

11. Must be available in the office during regular office hours unless job responsibilities require otherwise, or hybrid work arrangement is in place.

12. Must be available for local travel approximately 4 percent of the time, be able to drive an automobile and maintain a valid driver’s license.

MARGINAL JOB FUNCTIONS:

1. Provide basic maintenance and support on all network printers/copiers.

2. Assist with security related activities such as performing and documenting security tests.

3. In very rare circumstances, must be available to work extended hours or weekends in the event of system upgrades, maintenance, critical patches, troubleshooting, etc.

DIMENSIONS:

Number of users supported: approximately 65

Number of workstations supported: approximately 85

Number of staff requests completed each year: approximately 500

ORGANIZATIONAL STRUCTURE: (Positions reporting directly to this position.)

None

GUIDANCE & DIRECTION: (Policies, precedents or procedures that guide)

1. Health Insurance Portability and Accountability Act (HIPAA)

2. THA Information Security Policies and Procedures

Requirements

EDUCATIONAL AND EXPERIENCE REQUIREMENTS NEEDED TO PERFORM THE DUTIES OF THE JOB:

At least one of the following is required:

• Associate or bachelor’s degree with a focus in Computer Information Systems or related area.

• At least one year of experience in a similar position.

LICENSING OR OTHER SPECIAL CERTIFICATIONS REQUIRED:

Preferred but not required:

• CompTIA A+

• CompTIA Network+

SKILLS REQUIRED TO PERFORM THE DUTIES OF THE JOB:

1. Strong analytical and problem-solving skills with keen attention to detail are necessary.

2. Effective research skills to identify and apply relevant information regarding technical matters and related issues.

3. Effective in prioritizing multiple projects and issues based on business needs.

4. An effective and detailed approach to taking notes and documenting issues.

5. Excellent communication skills, both verbal and written, with the ability to effectively convey technical concepts to diverse audiences are necessary.

6. Strong customer service skills.

7. Working knowledge of network architecture and software troubleshooting.

8. Strong understanding of Microsoft Windows operating systems.

9. Working knowledge of basic Active Directory and Office 365 user administration.

10. Working knowledge of cloud technologies and remote environments such as Office 365, Azure Active Directory, SSLVPN, and Microsoft Exchange Online.

11. Proficiency in scripting and web languages such as PowerShell, HTML, and JavaScript desired but not required