IT Technician - Tier 2
hace 4 días
Jamestown
Job Description The IT Technician - Tier 2 provides advanced technical support for staff in a healthcare environment. This role is responsible for troubleshooting escalated issues related to desktops, laptops, mobile devices, communications, printers, clinical workstations, and specialized medical applications. The technician supports EHR/EMR systems, ensures HIPAA-compliant handling of PHI, and collaborates with Tier 1, Tier 3, and clinical informatics teams to maintain reliable, secure technology operations. Duties include resolving software and hardware issues, managing user accounts, assisting with device imaging and deployment, monitoring system alerts, and documenting work in the ITSM system. The role requires strong customer service, effective communication with clinical staff, and the ability to work in fast-paced, patient-care-driven environments. Reports to IT Administrator/Chief Operations Officer. RESPONSIBILITIES • Provide Tier 2 support for clinical and administrative staff, resolving escalated hardware, software, and network issues., • Support and troubleshoot EHR/EMR systems (Dentrix Enterprise and AthenaOne) and clinical applications., • Install, configure, and maintain Windows workstations, laptops, thin clients, mobile devices, and peripherals., • Maintain and troubleshoot clinical devices such as document scanners, barcode scanners, label printers, imaging devices etc., • Escalate complex issues to Tier 3, Systems, Network, or Clinical Informatics teams as appropriate., • Manage user accounts, permissions, and access in Active Directory, O365, and other healthcare systems., • Perform workstation imaging, deployment, patching, and hardware refresh activities., • Assist with on-site support for clinics, specialist offices, and remote locations., • Document all work in the ITSM system., • Ensure compliance with HIPAA, security policies, and healthcare IT standards., • Project Support: Assist in planning and evaluating new systems or upgrades., • Inventory and Asset Management: Manage the inventory of IT assets, tracking equipment assignments, status, and processing surplus equipment according to established procedures., • Documentation and Training: Maintain detailed documentation of all technical issues and resolutions in a help desk ticketing system, and contribute to internal knowledge bases. The role may also involve mentoring Tier 1 technicians and providing end-user training on systems and best practices., • Collaboration: Work effectively with clinical staff, vendors, and other IT teams to implement new technologies, troubleshoot issues, and ensure seamless integration of systems Required Qualifications & Experience • 2-4 years of IT support experience, preferably an Associate's degree in computer science, information technology and in a healthcare environment., • Strong knowledge of Windows operating systems, endpoint management, and common troubleshooting tools., • Experience supporting EHR/EMR systems (Epic, Cerner, Meditech, or similar) strongly preferred., • Familiarity with HIPAA, PHI handling practices, and healthcare security requirements., • Hands-on experience with workstation imaging, SCCM/Intune, and patching processes., • Proficiency with Active Directory, Azure AD, O365 administration, and MFA technologies., • Working knowledge of basic networking (DNS, DHCP, VPN, VLANs, TCP/IP, Wi-Fi)., • Experience supporting clinical devices (WOWs, badge readers, barcode scanners, printers, document scanners etc.)., • Strong communication, documentation, and customer service skills in a clinical setting., • Ability to work independently, prioritize tasks, and operate effectively in fast-paced patient-care environments., • Relevant certifications preferred (e.g., CompTIA A+, Network+, Security+). The Chautauqua Center is an Equal Employment Opportunity employer and does not discriminate in employment opportunities or practices on the basis of race, creed, color, religion, sex, national origin, nationality, ancestry, age, disability or status as a disabled veteran or veteran of the Vietnam era, pregnancy, affectional or sexual orientation, gender identity or expression, marital status, status with regard to public assistance, veteran status, citizenship or membership in any other legally protected class.