Position Summary:

Identifies problems with PC’s, printers, and other related equipment. Troubleshoot and repair PC, printer, and other related equipment problems and escalates problems to Sanford for issues beyond Coordinator’s control. Communicates information regarding Sanford One Chart, Point Click Care, and other related software. Maintains good working relationships with other departments regarding technology issues or projects. Manages the Microsoft participation agreement. 

Assists with other duties as assigned.

Education/Experience:

Minimum of high school education, however prefer 2 year degree in Information Systems Technology. Experience with troubleshooting and networking is preferred. Also experience in the medical environment would be very helpful.

Required Credentials (Licensure, Certification, or Registration):

None Required.

Employment Variables:

Work is performed in an office environment. Work hours are Monday thru Friday 8am – 5pm. On call hours are possible.

Initial Tuberculosis (TB) test and drug screening is required by Winner Regional Health. Rubella titer will also be drawn upon hire and immunization is required if no past exposure or indication of immunization.  

Required to wear name tag provided by WRH and to follow the dress code of WRH.  

Job Knowledge and Skills:

Monitoring and configuring servers, PC hardware, software applications, and operating systems, as well as installation and monitoring peripheral devices. Troubleshooting system, server, and network problems. Diagnosing and resolving software and hardware problems. Maintaining and repairing PCs, printers, and peripheral devices. Setup, installation, maintenance, and troubleshooting of mobile devices and software. Installation, setup, maintenance, and troubleshooting of VOIP telephone system and end-user devices. Setup, installation, maintenance, and troubleshooting of video surveillance system.

End-user training and support for hardware and software.

Work within budgetary allowance and stay within guidelines.

Project planning and budgeting for new equipment, software, as well as budgeting for replacement of existing equipment. Coordinate with other departments for projects, maintenance of systems, and hardware/software failures.

Conduct periodic maintenance on all hardware/software and related equipment (UPSs, etc.).

Excellent communication skills in working with other departments, entities, and third-party vendors. Work well with limited supervision.

Direct Supervisor:

Director of Operations

PART II: CODE OF CONDUCT

Function Explanation

Honesty We will do the right thing at all times, even if it is difficult, maintaining strong, ethical practices. We protect the confidentiality of others, including patients, staff and the facility as a whole. We will take responsibility for our actions.

Expertise We will demonstrate superior judgement, training and skill, at all times, demonstrating professionalism while doing so. We will perform all aspects of our job to the best of our ability, utilizing all resources and tools available.

Approachability We will be non-judgmental, friendly, and open and willing to listen to everyone we come into contact with while performing our duties. We are humble and learn from others.

Respect We will be understanding and sensitive to others’ feelings, caring and responding in a manner that sets them at ease, keeping the situation in perspective without minimizing others’ feelings or reactions. We will listen to others with full attention in a sincere, civil fashion, being careful not to be judgmental of the speaker. We maintain composure when facing conflict and avoid jumping to conclusions and defaming another’s name.

Teamwork We willingly work together with a common approach, trusting and supporting members of our organization, using our skills and resources, sharing information to achieve a common aim.

PART III: ESSENTIAL FUNTIONS

Essential functions are critical or fundamental to the performance of the job. They are the major functions for which the person in the job is held accountable. Following are the essential functions of the job, along with the corresponding performance standards.

Function Explanation

Technology

Skills Identify problems with servers, PCs, network switches and infrastructure, monitors, printers and other computer-related equipment. Troubleshoots and repairs PC and printer problems. Escalates problems that are beyond WR accessibility and capability to resolve. Works with little to no supervision.

Maintains and supports VOIP telephone network. Provides moves/adds/changes for users, as well as new devices. Maintains and supports video surveillance network. Ensures that surveillance is provided, maintains software and hardware and provides management with needed information.

Performs regular maintenance and software updates, as well as replacements as needed. Keeps detailed records of inventory and equipment that needs replaced. 

Email monitoring, add and delete employees in the email system, monitor the number of license/users, adjust mailbox sizes as requested, troubleshoot as necessary, and anything else related to O365. 

Software Awareness

Understands the general state and process of all software used within the WR premises. Ensures that servers related to PCs, VOIP services, and video surveillance stay updated and secure. Communicates with third-party vendors such as Point Click Care and Golden West to ensure that service are being provided accordingly. Follows up with departments regarding problems and fixes. Ensures that servers are routinely backed up in case of failure. 

Call Back Regulations During non-working hours, responds to calls when available. Provides support for end-users when patient care is disrupted. Directing users to downtime when applicable (updates, failures, etc.). Works with vendors if disruption is not local to WR (i.e. Click Point Care).

Notifies supervisors via voice, text, or email if there is a disruption to patient care or other urgent issues.   

Communication Skills

Maintains a courteous and professional demeanor reflective of WR’s standards. Remains calm and focused in situations of conflict or system-wide failures. Speaks, professionally, clearly, and concisely. Maintains confidentiality of sensitive information. Shares appropriate information and knowledge with co-workers and supervisors/executive management. 

Research Skills

Uses all available resources to stay abreast of changes and updates to position skills. Seeks out knowledge and training of technology and skills to enhance job performance. Participates in department/director meetings, as well as meeting involving or related to IT or the position. Retains knowledge for use in future situations. 

Employee stays current with all WR assigned training.

Organization Skills

Demonstrates critical thinking skills to manage daily operations, as well as the ability to seek out assistance when needed. When needed, communicates and works with supporting entities at Sanford Health. Works independently, steadily, efficiently, and shows exceptional attention to detail.  

PART IV: COMPLIANCE

Compliance Must comply with all Federal and state policies and regulations concerning HIPPA and PHI. Must comply with the corporate compliance policy, all laws, rules, regulations, and standards of conduct related to the position. The employee has a duty to report any suspected violations to the Compliance Officer or the Chief Executive Officer. 

PART V: PHYSICAL AND MENTAL REQUIREMENTS

General Activity

In a regular workday, employee may:

• Sit 2-3 Hours at a time; up to 8-10 Hours during the day
• Stand 1 Hours at a time; up to 0-2 Hours during the day
• Walk .5 Hours at a time; up to 2 Hours during the day

Motion

Employee is required: (In terms of a regular workday, "Occasionally" equals 1% to 33%, "Frequently" 34% to 66%, "Continuously", greater than 67%.)

• Bend/Stoop Frequently Kneel, Duration 30 sec Frequently
• Squat Frequently Balance Occasionally
• Crawl, Distance Occasionally Twist Frequently
• Climb, Height Occasionally Keyboarding/Mousing Frequently
• Reach above shoulder level Occasionally  

Physical Demand

Employee’s job requires he/she carry and lift loads from the floor, from 12 inches from the floor, to shoulder height and overhead. Employee’s job requires a pushing/pulling force to move a load (not the weight of the load).

Physical Demand Classification: Carrying/lifting weight and pushing/pulling force:

• Sedentary Occasionally 25 lbs
• Frequently Negligible
• Constantly Negligible

Sensory Requirements:

 Yes/No Explanation (if Yes)

• Speech Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly. Yes Ability to exchange information with others on the phone. Extensive interactions with customers, co-workers, and supervisors either in person or via telephone.
• Vision (VDT) Are there specific vision requirements for the job Yes Must be able to edit and proof work and to discern small print and a variety of handwriting. Must be able to operate office equipment.
• Hearing Ability to receive detailed information through oral communications, and to make fine discriminations in sound; i.e., making fine adjustments on machine parts, using a telephone. Yes Vital for communications with other staff directly or via telephone.

Environmental Factors

Yes/No Explanation (if Yes)

• Working on unprotected heights No 
• Being around moving machinery No 
• Exposure to marked changes in temperature and humidity No 
• Driving automotive equipment No 
• Wearing personal protective equipment No 
• Exposure to atmospheric conditions (i.e. fumes, dust, odors, mists, gases, or poor ventilation) Yes Dust under desks when installing and working on computers
• Exposure to extreme noise or vibration No 
• Exposure to blood, body fluids and waste No 
• Exposure to radiation No 
• Exposure to other hazards (i.e. mechanical, electrical, burns, or explosives) Yes Exposure to electrical current: plugging computers in and out.

Emotional/Psychological Factors

Yes/No Explanation (if Yes)

• Stress: Exposed to stressful situations Yes On occasion when information is needed and not available. Working with a variety of co-workers at one time. High accountability. Must be able to establish properties. Works in an environment of frequent interruptions. May be monitored for productivity and quality.
• Concentration: Must be able to concentrate on work tasks amidst distractions. Yes Work must be done accurately. Constant interruptions in a multi-task clerical environment.
• Must exert self-control. Yes Must be able to display control and confidence under stress or amidst distractions.  

PART VI: JOB RELATIONSHIPS

Supervises

1 No supervisory responsibilities

0 Supervisory responsibility

# Direct Reports:  

# Indirect Reports: 

Age of Patient Populations Served 

• 0 Neonates: 1-30 days
• 0 Infant: 30 days - 1 yr
• 0 Children: 1- 12 yrs 
• 0 Adolescents: 13- 18 yrs
• 0 Adults: 19- 70 yrs
• 0 Geriatrics: 70+ yrs
• 1 All
• 0 Not applicable

Internal Contacts

• 1 Patients
• 1 Providers: (i.e. Physicians, Therapists, Social Workers)
• 1 Staff: (i.e. clinical and administrative support staff)
• 1 Volunteers
• 0 Others:  

External Contacts

• 1 Patients
• 1 Families/Significant Others
• 1 Providers
• 1 Vendors
• 1 Community and Health Agencies
• 1 Regulatory agencies
• 1 Other: Job Applicants