Information Systems/Help Desk Technician

The Hospital Authority of Miller County•Colquitt, GA

4d•Onsite

About The Position

JOB SUMMARY: The Technician serves as the primary technical support resource for hospital staff, acting as the first point of contact by receiving and responding to direct requests for assistance via phone calls, emails, in-person interactions, or the ticketing system. This role ensures reliable operation of computer workstations, peripherals, and associated software by promptly diagnosing and resolving routine hardware, software, and printing issues, while providing clear, effective solutions to minimize disruptions in patient care and administrative functions. The technician accurately documents all support interactions and events in the ticketing system, escalates complex issues to senior IT staff as needed, and actively contributes to the department's continuous quality improvement (CQI) initiatives to enhance service delivery and system performance. GENERAL REQUIREMENTS : Performs all job responsibilities in alignment with the mission and vision of the organization. Performs other duties as required and completes all job functions as per departmental policies and procedures. Maintains current knowledge in present areas of responsibility (i.e., self-education, attends ongoing educational programs). Attends staff meetings and completes mandatory in-services and requirements and competency evaluations on time. Wears protective clothing and equipment as appropriate. GENERAL SKILLS: Serve as the primary point of contact for technical support requests from hospital staff via phone, email, in-person, or ticketing system, ensuring prompt responses. Diagnose and resolve basic hardware, software, and network issues for desktops, laptops, printers, peripherals, and mobile devices using diagnostic tools and Barracuda Remote Desktop. Provide user support for Cerner EHR applications, including navigation, order entry, documentation, password resets, and basic functionality troubleshooting. Perform routine tasks such as software installations, updates, password resets, user account management, and email configuration. Document all support interactions, resolutions, and follow-ups in the ticketing system to maintain accurate records and support team collaboration. Deliver user training on system usage, best practices, and essential tools to promote self-sufficiency and reduce recurring incidents. Escalate complex issues to senior IT staff while minimizing disruption to hospital operations. Adhere to HIPAA regulations and hospital policies on data security, privacy, and incident reporting throughout all support activities. Assist with basic inventory tracking of IT equipment and maintain an organized, clean workspace. Maintain cybersecurity awareness, including threat detection, antivirus management, firewalls, password policies, and compliance with standards such as HIPAA and PCI DSS. WORKING CONDITIONS: General environment: Works in a well-lighted, air-conditioned area, with moderate noise levels. May be exposed to high noise levels and bright lights. May be exposed to limited hazardous substances or body fluids, or infectious organisms. May be required to change from one task to another or different nature without loss of efficiency or composure. Periods of high stress and fluctuating workloads may occur. May be scheduled as needed including overtime. PHYSICAL REQUIRMENTS & DEMANDS: Near-normal hearing (aids permitted): Must hear alarms, telephone, and normal speech. Near-normal vision (aids permitted): Clarity at near and far distances, color distinction. Good manual dexterity and eye-hand-foot coordination. Ability to perform repetitive tasks/motion. Continuously (67–100%): Standing, walking. Frequently (34–66%): Bending/stooping, pushing/pulling, lifting/carrying up to 20 lbs, lifting/carrying greater than 20 lbs with assistance. Occasionally (1–33%): Sitting, climbing, twisting at waist, reaching above shoulder, lifting/carrying greater than 50 lbs with assistance. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position, in accordance with the Americans with Disabilities Act (ADA). MISSION STATEMENT: QUALITY HEALTHCARE : In our continuing effort to enhance the quality of life for the communities we serve, the Hospital Authority of Miller County is committed to the delivery of superior, safe, cost-effective healthcare through the provisions of education prevention, diagnosis and treatment. JOB SPECIFIC COMPETENCIES: Fluent in English, both verbal and written; additional languages preferred. Strong problem-solving and analytical abilities. Excellent customer service and interpersonal skills with the ability to communicate technical concepts to non-technical users. Handles telephone calls from users with hardware and software problems or questions. Records all calls, problems and solutions offered. Investigates and resolves minor hardware and software problems. Involves user in the diagnostic process; talks to user to find out procedure followed and source of error by user. Forwards complex problems to appropriate personnel. Communicates with fellow staff members, programmers, and analysts to discover solutions to software problems. Has a good working relationship with software and hardware vendors. Requests service for defective products. Reports unresolved problems to the manager. Keeps in communication with users to ensue satisfaction. Maintains monthly activity reports. Communicates verbally and in writing in a clear and concise manner. PROFESSIONAL REQUIREMENTS: · Follows Code of Conduct policy. · Adheres to dress code; appearance is neat and clean. · Completes annual educational requirements. · Maintains regulatory requirements. · Maintains patient confidentiality at all times. · Reports to work on time and as scheduled; completes work within designated time. · Wears identification when on duty; uses computerized time clock system correctly. · Completes in-services and returns in a timely fashion. · Attends annual review and/or skills fair and department in-services, as scheduled. · Attempts to end conversations and other interactions in a positive manner; leaves others with a good impression of the Hospital Authority of Miller County and its employees. · Complies with all organizational policies regarding ethical business practices. · Communicates the mission statement of the organization. GUEST RELATIONS STANDARDS: (All guest relation violations are subject to disciplinary action up to and including termination): · Always treat others in a friendly, helpful manner. · Refers co-workers to proper sources when unable to provide an answer. · Interacts with others in a professional and friendly manner. · Takes interest in others and always gives full cooperation to fellow workers. · Always maintains an open line of communication with other departments. · Thoroughly familiar with the hospital and the services it offers. OTHER: · Responsibility to Report: It is the responsibility of every employee of HAMC to comply with federal, state and local laws and regulations, as well as HAMC Policies and Procedures. Every employee is help accountable to participate in, complying with and report concerns to his or her supervisor or the Compliance Officer if illegal or unethical behavior is suspected. · As an employee of HAMC, you have been granted user access to applicable ePHI systems based on your position. This user or role-based access is intended to give you the minimum necessary access to perform your job function(s) only and should be used only as applicable. OTHER DUITIES: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Requirements EDUCATION, CREDENTIALS & EXPERIENCE REQUIREMENTS: · Associate degree in Information Systems, or a related field. · Minimum two (2) years of experience in IT technical support.

Requirements

Associate degree in Information Systems, or a related field.
Minimum two (2) years of experience in IT technical support.
Fluent in English, both verbal and written; additional languages preferred.
Strong problem-solving and analytical abilities.
Excellent customer service and interpersonal skills with the ability to communicate technical concepts to non-technical users.
Follows Code of Conduct policy.
Adheres to dress code; appearance is neat and clean.
Completes annual educational requirements.
Maintains regulatory requirements.
Maintains patient confidentiality at all times.
Reports to work on time and as scheduled; completes work within designated time.
Wears identification when on duty; uses computerized time clock system correctly.
Completes in-services and returns in a timely fashion.
Attends annual review and/or skills fair and department in-services, as scheduled.
Attempts to end conversations and other interactions in a positive manner; leaves others with a good impression of the Hospital Authority of Miller County and its employees.
Complies with all organizational policies regarding ethical business practices.
Communicates the mission statement of the organization.

Nice To Haves

Microsoft 365 Certified: Endpoint Administrator Associate strongly preferred.
Healthcare IT experience (hospital or clinic environment) strongly preferred.

Responsibilities

Serve as the primary point of contact for technical support requests from hospital staff via phone, email, in-person, or ticketing system, ensuring prompt responses.
Diagnose and resolve basic hardware, software, and network issues for desktops, laptops, printers, peripherals, and mobile devices using diagnostic tools and Barracuda Remote Desktop.
Provide user support for Cerner EHR applications, including navigation, order entry, documentation, password resets, and basic functionality troubleshooting.
Perform routine tasks such as software installations, updates, password resets, user account management, and email configuration.
Document all support interactions, resolutions, and follow-ups in the ticketing system to maintain accurate records and support team collaboration.
Deliver user training on system usage, best practices, and essential tools to promote self-sufficiency and reduce recurring incidents.
Escalate complex issues to senior IT staff while minimizing disruption to hospital operations.
Adhere to HIPAA regulations and hospital policies on data security, privacy, and incident reporting throughout all support activities.
Assist with basic inventory tracking of IT equipment and maintain an organized, clean workspace.
Maintain cybersecurity awareness, including threat detection, antivirus management, firewalls, password policies, and compliance with standards such as HIPAA and PCI DSS.
Handles telephone calls from users with hardware and software problems or questions.
Records all calls, problems and solutions offered.
Investigates and resolves minor hardware and software problems.
Involves user in the diagnostic process; talks to user to find out procedure followed and source of error by user.
Forwards complex problems to appropriate personnel.
Communicates with fellow staff members, programmers, and analysts to discover solutions to software problems.
Has a good working relationship with software and hardware vendors. Requests service for defective products.
Reports unresolved problems to the manager.
Keeps in communication with users to ensue satisfaction.
Maintains monthly activity reports.
Communicates verbally and in writing in a clear and concise manner.