IT Systems Support Specialist - Corporate Office

Description

Indiana Health Centers, Inc. (IHC) is a mission-driven organization providing high-quality, affordable healthcare to underserved and uninsured populations since 1977. At IHC, a Federally Qualified Health Center, we specialize in integrated care which means having access to essential services to meet the needs of patients we serve in the community. With ten healthcare centers, eight Women, Infants, and Children (WIC) nutrition program locations, a Mobile Health Unit, and in-house Pharmacy services (select locations), we offer primary medical, dental, and behavioral healthcare services to community-based patient populations throughout Indiana that are diverse in age, educational background, and income level.

IHC is now recruiting for an IT Systems Support Specialist to join our corporate team in Indianapolis. The IT Systems Support Specialist responsible for the ongoing operation and support of IHC’s computer hardware, software, peripherals, and related technologies. In addition, this role provides Level 1 support for eClinicalWorks and may assist in a Level 1 capacity for other technologies including, but not limited to, phone systems, networking devices, and servers. This role is critical for providing a stable and reliable IT platform for IHC employees.

IT Systems Support Specialist responsibilities include:

Help Desk Technician/End User Support: Responsible for providing fast and useful technical assistance to end users.

• Serves as the first point of contact for users seeking technical assistance via the ticketing system, over the phone or email.
• Manages ticketing system and acts as Level 1 Help Desk for all issues entering the system.
• Process Tracking: log and monitor technical issues using ticketing systems, ensuring detailed description of services performed.
• Works tickets from start to close, escalating to IT Director as necessary.
• Works with 3rd party vendors for configuration and troubleshooting support of hardware/software.
• Documents issues and resolutions using ticketing system, knowledge base & quality report systems.

Management of Hardware & Software & Peripherals: Provides support for and oversees the daily management of IT assets and inventory management.  

• Responsible for preparing all new hire equipment and ensuring equipment is delivered timely to New Employee Orientation (NEO).
• Works to increase IHC’s return on investment by using industry best-practices to properly configure and maintain hardware and software assets.
• Performs inventory and reconciliation analysis of assets on a routine basis and makes these documents available to management.
• Manages software licenses and updates for products including but not limited to Windows Office, printer & copy machine drivers and firmware, PC drivers and updates.
• Manages product life cycle from purchase and deployment to disposal. Makes recommendation for both purchases and disposal.

Other Duties & Responsibilities

• Maintain a clean and organized IT inventory area.
• Participates in staff meetings.
• Willing to travel to Health Center locations as needed.
• Any other duties as assigned by IT Director.

Key Performance Indicators (KPIs)

Speed and Efficiency: 

• First Contact Resolution: The percentage of ticket solved during the initial interaction.
• Mean Time to Resolution (MTTR): The average time taken from the moment a system ticket is opened until it is fully resolved.
• First Response Time: How long it takes for a user to receive an initial acknowledgement of their issue.

Quality of Support

• Reopen Rate: the percentage of tickets that are reopened after being marked as resolved.
• Ticket backlog: the total number of unresolved support tickets.

System Reliability 

• Downtime Incidents: the frequency of unplanned system outages.

Required skills:

Technological Competency

• Windows Operating System.
• Troubleshooting issues on desktop and laptop PCs.
• Knowledge of basic networking concepts.
• Entry level knowledge of Microsoft 365 and the Microsoft Office Suite.
• Basic knowledge of printers, including installation and troubleshooting.

Other Competency

• Problem solving & analytical skills.
• Strong verbal and written communication skills, including customer service skills.
• Appropriate handling of confidential information.
• Time management & ability to prioritize and handle multiple concurrent tasks with frequent interruptions.
• Knowledge of rules and regulations related