IT Support Specialist

 

Job Summary

The IT Support Specialist will be the first line of support for all technology needs across our hospital. This role will work closely with end-users across clinical and administrative areas to troubleshoot issues, provide training and ensure our staff can effectively use our IT systems to deliver excellent patient care and support smooth hospital operations.

 

Job Description

  1. Serve as the initial point of contact for all IT support requests and incidents.
  2. Diagnose and resolve hardware, software and network issues for end-users.
  3. Provide clear, patient instructions to guide users through problem resolution.
  4. Escalate complex issues to higher tiers of support or engineering as needed.
  5. Maintain the hospital’s IT asset inventory, including computers, printers, phones and peripherals.
  6. Set up and configure user accounts, workstations and applications for new hires and role changes.
  7. Conduct end-user training on core IT systems and tools. Develop user guides and FAQ documentation.
  8. Perform preventative maintenance on hardware and software systems to prevent issues.
  9. Assist with the evaluation, testing and deployment of new technologies.
  10. Log and track all incidents and requests in the IT service management system.
  11. Perform other administrative duties as and when required.
  12. And to perform other duties that may be assigned by management from time to time.

 

Job Requirements

  1. Associate or Bachelors degree in Computer Science, Information Technology or related field.
  2. 3+ years experience in an IT support role, ideally within a healthcare environment.
  3. Strong working knowledge of Windows and Mac operating systems, Microsoft Office Suite, and common business software applications.
  4. Familiarity with healthcare IT systems like EMRs, PACS, etc. is a big plus.
  5. Excellent problem-solving and troubleshooting skills for a wide range of technical issues.
  6. Ability to communicate complex technical concepts in easy-to-understand terms.
  7. Exceptional customer service orientation. Able to remain patient and empathetic under pressure.
  8. Highly organized with strong attention to detail. Able to manage multiple tasks efficiently.
  9. Certification in ITIL, CompTIA A+, or similar IT service management framework is desirable.
  10. Willing to work flexible hours as needed to support hospital operations.
  11. Ability to adapt to change and implement change initiatives.
  12. Must be eloquent and exude confidence.

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