Fair Haven Community Health Care 

FHCHC is a forward-thinking, dynamic, and exciting community health center that provides care for multiple generations at nearly 140,000 office visits in 19 locations. Overseen by a Board of Directors, the majority of whom are patients themselves, we are proud to offer a wide range of primary and specialty care services, as well as evidence-based patient programs to educate patients in healthy lifestyle choices. As we grow and are able to bring high-quality health care to more areas that need access, we continue to put our patients first in everything we do. The mission of FHCHC is “To improve the health and social well-being of the communities we serve through equitable, high quality, patient-centered care that is culturally responsive.”

For over 50 years, we have been a health care leader in our community focused on providing excellent, affordable primary care to all patients, regardless of insurance status or ability to pay. Fair Haven is proud to have a diverse and motivated team of professionals who are constantly seeking ways to enhance and improve the health and well-being of all patients. We believe that everyone should have access to high-quality medical and dental care, regardless of ability to pay.

Job purpose

The Tier I IT Technician will be responsible for logging incidents and service requests and resolving support requests ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands.

Duties and responsibilities

The IT Technician I will take ownership of issue by utilizing problem analysis and perform a variety of IT duties. Typical tasks include but are not limited to:

• Provide outstanding customer service to end users on a variety of issues. Identify, research, and resolve technical problems. Respond quickly to end user requests.
• Provide in person and remote support to end users.
• Track and monitor service requests to insure timely resolution; keep end users informed of status.
• Create and maintain internal departmental documentation for common practices and procedures and post to Microsoft Teams.
• Diagnose and resolve software and hardware incidents, including operating systems (Windows) and across a range of software applications.
• Accurately record, update and document requests using the IT Help Desk system.
• Liaise closely with the end user and support teams on problems reported to the Help Desk, to facilitate problem and trend tracking data.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization which may include some IT trainings.
• Travel to all FHCHC sites as needed.
• Maintain inventory of computers, printers, and other peripherals as needed which may also consist of communication with vendors.
• Create, maintain and publish relevant support documentation in order to assist all end users in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
• Reset passwords in active directory, phone voicemail, or Office 365 email.
• Create new accounts in active directory for new employees
• Manage office 365 accounts as needed and create listserv’s
• Install, program, update, and maintain software and hardware as needed.
• Will be required to assist in computer imaging and peripheral deployment and removal of hardware on an as needed basis.
• Assisting with all IT related projects
• Set up meetings for site to site communications.
• Cross train in minor Tier II duties when necessary. 

Qualifications

High school diploma required; College degree and technical certifications highly preferred. Minimum 1-year current IT support experience, preferably in healthcare or high tech industry also required. Microsoft Windows versions 7, 8, and 10 support experience; customer service or call center experience and a positive, flexible, customer-oriented personality is a must.

The successful candidate will have:  The ability to work independently to perform job duties and learn new technologies with excellent time management and prioritization skills; strong written and verbal communication skills and the ability to communicate technical information to non-technical end-users; and a high level of patience to be able to respond professionally and calmly to customers in stressful situations. A broad knowledge of computer hardware, software and Microsoft-based products is essential.

Must be able to lift 50 lbs.  

Direct reports

 None

OSHA Status

Category III—Low Risk Position

Generally works in an office environment with no exposure to bloodborne pathogens.

 Physical requirements

Physical Demands: Requires walking, bending, sitting, standing, writing, reading, telephone use, data input into computer, pulling medical records, Mental Demands: Ability to cope with continual changing priorities under potentially stressful conditions Manual Dexterity Required:  Ability to use a keyboard, telephone.

American with Disabilities Requirements:

External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job specific functions (listed within each job specific responsibility) either unaided or with the assistance of a reasonable accommodation to be determined by the organization on a case by case basis.

Fair Haven Community Health Care is an Equal Opportunity Employer. FHCHC does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.