IT Support Specialist

Job description

Join Wood River Health as an IT Support Specialist and play a vital role in supporting the technology that powers patient care. In this position, you will provide top-notch technical support and customer service to our clinical staff, helping them deliver exceptional care every day.
We are proud to offer an outstanding benefits package, including generous paid time off, health insurance, flexible spending accounts, life insurance, a 403(b) retirement plan with employer matching contributions, tuition assistance, and resources that promote work/life balance and employee well-being.
The duties of the IT Support Specialist are broad, this position must be able to easily understand and translate end user problems into technical language and vice versa. The IT Support Specialist is the first line of technical support, acting as the liaison between the staff and various IT vendors. The IT Support Specialist also assists with all IT support functions, including but not limited to; troubleshooting, problem solving, maintenance, user education, instructing employees in the proper use of Wood River Health hardware, operating software and applications software. A strong focus of the position will be working with our Electronic Medical Record users to find process improvements within each workflow and provide the end user with1st Tier end-user training. Customer service skills are essential to ensure a positive experience with co-workers.
ESSENTIAL DUTIES; include but are not limited to:
• Assists in the day-to-day operations of Wood River Health computers by monitoring system performance, configuration, maintenance, and repair.
• Assists in the day-to-day operations of the EMR, phone, video, and Microsoft 365 applications.
• Main point of contact for coworkers that are experiencing computer, network and phone issues.
• Under the direction of the Information Technology Director, this position trains staff, develop and maintain a staff onboarding curriculum, create a structured training scheduled for all new incoming staff.
• Develop trainings for each change or upgrade to the Practice Management system, EHR and EDR.
• Creation and maintenance of EHR forms, documents, and training manuals.
• Open and manage support tickets with vendors as appropriate.
• Assist with the install, maintenance, and troubleshooting of devices that interface with software.
• Assist with the implementation, maintenance, and troubleshooting interfaces to outside third parties (i.e. laboratories, Department of Health, Integrated health Partners).
• Analyze and resolve/escalate problems encountered by the team during the implementation of all products/system.
• Use case testing of the installed system to ensure basic system integrity and enhanced system workflows.
• Assist the practice with setting parameters and configuration necessary to deliver the functionality needed for the practice.
• Provide on-site, front end systems support, resolving employee issues. Troubleshooting technical and application issues for remote support staff and advising management of workflow issues.
• Responsible for maintaining the reliability and functionality of hardware and software systems by performing minor repairs, upgrades, installs and preventive maintenance as required;
• Analyze issues reported to determine if system issue or training opportunity.
• Test and monitor compliance to established workflows.
• Implementing and supporting application security measures to protect computer systems, networks and data.
• Participates in IT special projects and work plans that include testing, roll outs, and implementations.
• Attends trainings and conferences as assigned.
• Active member of the EHR Team.
• Maintain strict confidentiality in all matters
• Operate within the scope of the Health Information Portability and Accountability Act to safeguard the privacy of protected patient health information
• Enliven and support the mission, vision, and values of Wood River Health
• Adhere to organizational policies and procedures and Wood River Health Compliance Program Standards
• Participate in establishing yearly self-performance goals
• Performing other duties as assigned to meet business needs

EDUCATION AND EXPERIENCE:
• Bachelor’s Degree or significant experience to equate to a degree in Information Technology or related field required.
• 1-year experience with an EMR system, preferred.
• 3 years’ experience in computer networks and systems maintenance, preferred.
• Ability to meet deadlines and manage stress effectively in high-pressure situations.
• Understanding of IT principles and the ability to communicate technical concepts effectively to a varied audience.
• Self-starter who is able to multi-task and work independently.
• Cultural sensitivity necessary to work with a diverse patient and staff population

WORK ARRANGEMENT:
This position is fully onsite.
The employee must be able and willing to work at both the Hope Valley and Westerly locations as business needs require. Work assignments may be scheduled at either site on a temporary, regular, or rotating basis.
Wood River Health is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation and gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by federal law.