EMPLOYEE RISK FACTOR

III Performs tasks that do not routinely involve exposure to blood, body fluids or tissues, and are not called on to perform or assist in emergency medical care or first aid to be potentially exposed in any other way as a condition of employment.

SUMMARY:

The Information Technology Specialist provides day-to-day technical support for VAC/Westbrook Clinic's computer systems, network infrastructure, hardware, software, communication platforms, and technology operations. The position serves as a primary point of contact for end-user support while maintaining technology resources, hardware and software inventories, user access records, communication directories, and IT documentation. Responsibilities include installing, configuring, maintaining, and troubleshooting computers, Microsoft 365, EHR systems, business applications, and other technology resources. The position also supports employee onboarding and offboarding, cybersecurity and HIPAA compliance initiatives, equipment repairs, vendor coordination, and reliable technology operations for clinical and administrative services. The IT Specialist independently handles routine and moderately complex technical issues and escalates advanced or infrastructure-level concerns to the Senior Information Technology Specialist and/or Quality Analyst.

SUPERVISION RECEIVED

1. Quality Analyst 2.

CHRCO SUPERVISION EXERCISED

1. None.

ESSENTIAL DUTIES AND RESONSIBILITIES

Customer and Technical Support Demonstrates excellent customer service by treating clients, staff, funders, and the public with professionalism, courtesy, respect, active listening, and effective communication at all times. Provides day-to-day end-user support for Microsoft 365 applications, including Outlook, Word, Excel, PowerPoint, Teams, OneDrive, and SharePoint. Provides basic training and technical guidance to employees regarding hardware, software, applications, cybersecurity practices, and technology procedures. Develops and maintains basic user guides, technical instructions, and other end-user support documentation as needed. Receives, documents, tracks, and helps with desk requests and technical support issues in a timely manner. Performs technical duties to support information technology, multi-phase and long term projects under the guidance of the Senior Information Technology Specialist. Assists in coordinating and completing tasks related to system maintenance, technology integration, and system enhancements. Hardware and IT Management Maintains accurate inventories and records of Agency technology equipment, including desktops, laptops, monitors, printers, scanners, tablets, mobile phones, docking stations, headsets, audiovisual equipment, networking equipment, and other technology assets. Assigns, updates, and maintains equipment records, including asset identification numbers, assigned users, locations, status, and replacement or disposal information. Prepares, configures, deploys, and retrieves technology equipment for employee onboarding, transfers, changes in assignment, and offboarding. Performs routine maintenance and basic repairs and escalates equipment repairs, warranties, replacements, and service requests with vendors and service providers as necessary. Maintains records of software licenses, subscriptions, warranties, and technology-related purchases. Supports the maintenance of operating systems, database management systems, and security software. Assists in research, review, and preparation of requests for proposals (RFPs) and bid specifications for technology purchases as instructed. Assists with the evaluation, installation, configuration, maintenance, troubleshooting, and repair of agency technology systems, hardware, software, and related equipment. User Accounts, System Access, and Security Collaborates with agency staff to support the analysis of business system requirements, processes, data structures, and program functions, with guidance from the Senior IT Specialist. Coordinates with supervisors and appropriate system owners to ensure employees receive access appropriate to their job responsibilities. Coordinates user account creation, modification, and deactivation in accordance with established onboarding, transfer, and offboarding procedures by Agency. Maintains accurate records of employee access to Agency technology systems and applications for audit and compliance purposes. Supports password resets, account recovery, group membership changes, and basic access troubleshooting. Performs basic troubleshooting of routers, switches, wireless access points, VPN connections, and other network-related equipment. Maintains and periodically reviews access records for systems including Microsoft 365, EHR applications, VPN, shared drives, HR systems, billing systems, and other approved applications. Must maintain confidentiality and follows HIPAA requirements when accessing, troubleshooting, or supporting systems containing protected health information. Maintains assigned employee information within Agency phone and communication systems within Microsoft Teams, SharePoint directories, internal contact directories. Supports the day-to-day operation of network connectivity, wireless services, internet access, and assigned network equipment, video conferencing, voice, data, and other communication technologies. Assists with installation and maintenance of communications equipment, including network cabling, switches, VPN, firewalls, routers, voice and data circuits, video conferencing equipment, wireless, and related communication technologies. Assists with technical support for specialized applications; evaluates, installs, repairs, and maintains computer hardware and software across clinic sites, while escalating complex issues to the Senior IT Specialist as needed. Assist in first-level technical support for electronic health record (EHR) systems and other healthcare-related applications such as EHR user account, access, password, and workflow-related issues. Cybersecurity, HIPAA, and Compliance Follows HIPAA, HITECH, Agency security policies, and applicable federal and state requirements when handling electronic information and technology resources. Supports cybersecurity initiatives designed to protect Agency systems, networks, devices, and electronic information. Assists with antivirus and endpoint protection updates, security patches, system updates, and other established security measures. Supports user access controls by promoting cybersecurity awareness and provides basic guidance to employees regarding password security, phishing, appropriate technology use, and protection of confidential information. Assists with IT audits, risk assessments, system inventories, compliance reviews, and requests and maintains accurate records and documentation to support HIPAA, cybersecurity, grant, and organizational compliance requirements. General Responsibilities Maintains current knowledge of program requirements to comply with requirements and further the mission of VAC. Must participate in VAC/Westbrook Clinic special events including after regular working hours. Must participate in performance Improvement and quality management activities promoting organizational goals. Must abide by HIPAA regulation, Security policies and confidentiality policies at all times. Must follow all agency rules and regulations including but not limited to Employee Handbook and safety protocols and programmatic requirements. Must attend departmental, organizational meetings and any mandatory agency and funder trainings. Must provide staff coverage and travel from site to site and occasionally overnight. Maintains a flexible work schedule - evening, weekend, or extended hours may be required to meet operational needs. Other duties as assigned and required.

MINIMUM QUALIFICATIONS EDUCATION EXPERIENCE

Associate degree from an accredited college or university in Information Technology, Computer Science, Information Systems, Cybersecurity, Healthcare Information Technology, or a closely related field. Three (3) years of progressively responsible experience providing technical support in an information technology environment; healthcare information technology experience preferred. An equivalent combination of education, training, certifications, and relevant experience may be considered in lieu of the degree requirement.

MINIMUM QUALIFICATIONS KNOWLEDGE, SKILLS ABILITIES

Strong customer service skills with the ability to provide technical assistance in a professional and courteous manner. Ability to communicate technical concepts effectively, both verbally and in writing, to technical and non-technical users. Working knowledge of information technology systems, networking principles, and current industry practices. Working knowledge of database applications and database support principles. Working knowledge of the application and integration of wireless technology systems. Working knowledge of Windows desktop and server operating systems, network protocols, and system administration principles. Working knowledge of audiovisual systems, VoIP, video conferencing platforms, and related communication technologies. Working knowledge of troubleshooting methodology. Working knowledge of Microsoft Office Suite applications, including Outlook, Word, Excel, PowerPoint, database applications, and related productivity software. Ability to maintain assigned systems, applications, and technology resources. Ability to troubleshoot computer hardware, software, network connectivity, and assigned applications. Ability to meet project deadlines; ability to establish and maintain effective working relationships with peers and supervisors. Understanding of HIPAA Security Rule requirements and healthcare regulatory requirements. Knowledge of healthcare information technology environments, electronic health record (EHR) systems (eCW preferred),.

SPECIAL REQUIREMENTS/QUALIFICATIONS

Valid Texas Class C Driver License with an acceptable driving record and required auto mobile liability insurance. Maintain all certifications, and/or registrations consistent with Westbrook Clinic policy and Texas State Law as applicable. Bilingual (English & Spanish) preferred. BLS certification.

EQUIPMENT USED

Requires frequent use of Agency-issued desktop and laptop computers, servers, mobile devices, printers, scanners, telephones, networking equipment, audiovisual equipment, Microsoft 365 applications, eClinicalWorks, remote support software, cybersecurity applications, and other information technology equipment. May require operation of a vehicle while conducting Agency business.

PHYSICAL

DEMANDS and

WORKING CONDITIONS

Prolonged periods of sitting and working at a computer workstation. Frequent use of hands and fingers to operate computers, keyboards, and other office equipment. Communicate effectively in person, by telephone, and through electronic communications. Require standing, walking, bending, kneeling, or reaching while installing, troubleshooting, or maintaining computer and network equipment. Lift, carry, push, and pull equipment and supplies weighing up to 25-50 pounds , depending on organizational requirements. Work in server rooms, data centers, or other technology environments that may involve exposure to heat, noise, or confined spaces. Visual acuity sufficient to read computer monitors, technical documentation, and equipment labels. Travel between work sites or locations may be required. This job description should not be interpreted as all-inclusive or as an employment agreement between the employer and employee. It is intended to identify the essential functions and requirements of this job and is subject to change as the needs of the employer and requirements of the job change. Incumbents may be required to perform job-related responsibilities and tasks other than those stated in this specification.

Job Type:

Full-time Pay:

From $15.68 per hour Expected hours: 40.0 per week

Benefits:

401(k) matching Employee assistance program Health savings account Life insurance

Work Location:

In person