GENERAL SUMMARY OF DUTIES: 

Individuals within the IT Operations Engineer role have the primary responsibility of providing support and service to users of PHC hardware and software systems. The IT Operations Engineer based on his/her experience with knowledge and is expected to function with some supervision while solving incidents that require more experience within information technology. 

SUPERVISION RECEIVED: 

Reports to the IT Operations Manager

SUPERVISION EXERCISED: 

None

RESPONSIBILITIES:

1. General/Operations Desk

•  Documents all incidents and notes within our ticketing system for accurate customer support
• Communicates daily with customers about incidents reported. 
• Guide by example in an upbeat manner to all team members. 
• Build up the team and support each member while developing an environment of unity.
• Ensure that Help Desk service level agreements are met for all incidents/requests to which he/she is assigned.
• Assist in the development and dissemination of help sheets, usage guides, and FAQ lists for end users.
• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. 
• Other duties/responsibilities as assigned.

2. Systems, Materials & Facilities Management

•  Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Assess the need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Assist the IT Operations Manager in conducting the secure destruction of computing assets including hard drives, tapes, and other media that may contain sensitive information.

3. Security

• In partnership with the Information Security team, report possible suspected security breaches to the IT Operations Manager and Security Manager for Incident Response Team efforts to be expedited. 
• Ensures end-user devices are properly encrypted, and that anti-virus/anti-malware packages are installed and functioning properly.
• Makes recommendations to improve security and participates in investigations as needed.

Preferred Qualifications: 

Comp TIA A+ Certification or an associate’s degree in a technical or healthcare-related field or certifications in the technology field is preferred. Significant and relevant work experience and/or technical certification can be substituted for education on a year-for-year basis.

EXPERIENCE: 

All IT team members are entrusted with significant rights to sensitive data, including corporate finance and business data as well as electronic -Protected Health Information (ePHI). The privacy and security of patient data are guaranteed under the provisions of the Health Insurance Portability & Accountability Act (HIPAA) of 1996. I.T. team members are expected to have a good working knowledge of the HIPAA Privacy and Security Rules. They are expected to be exemplary practitioners of all PHC policies about privacy and cybersecurity and resources for other PHC team members to consult with questions about privacy and cybersecurity best practices. Therefore, we require at least five years of relevant experience deploying and/or administering IT operations solutions – hardware and software, preferably in a clinical setting, and preferably in a large ambulatory physician practice.

KNOWLEDGE REQUIREMENTS:

Technical Support and Troubleshooting: Diagnose and resolve hardware, software, and network-related issues reported by end users. Provide timely and effective solutions to ensure minimal disruption to productivity.

Desktop Solutions Expertise: Possess strong knowledge and hands-on experience with multiple desktop solutions, including

Secure Remote Access (Citrix Preferred): Assist users in accessing corporate resources remotely while maintaining security protocols.

Device Encryption: Understand and implement encryption measures to safeguard sensitive data.

2-Factor Security Authentication: Support and configure multi-factor authentication methods.

Windows 10 and MS Office Productivity Tools: Troubleshoot and optimize user experiences with these essential tools.

Active Directory: Manage user accounts, permissions, and group policies.

Data Privacy and Security: Recognize the significance of sensitive data entrusted to IT team members.

HIPPA: Adhere to the Health Insurance Portability & Accountability Act Privacy and Security Rules.

ePHI: Ensure the privacy and security of electronic-protected health information.

Training and Documentation: Create user-friendly documentation and guides for common issues and solutions. Conduct training sessions for end users on best practices, security awareness, and efficient use of IT resources.

Collaboration and Communication: Work closely with Level 1 support, network administrators, and other IT team members. Communicate effectively with end users, providing clear instructions and updates.

SKILL REQUIREMENTS: 

1. Excellent problem-solving skills and attention to detail.
2. Strong communication skills to interact with end users effectively.
3. Ability to handle sensitive data with confidentiality.
4. Excellent customer service skills.
5. Independent decision-making skills to effectively, and with appropriate timeliness, ensure end users can function with the IT systems daily.
6. Knowledge of HIPAA Privacy Regulations – will have access to protected patient information daily.
7. Ability to work as a self-starter.
8. Ability to work under pressure and deadlines.
9. Ability to work with multiple internal and external contracts and provide excellent customer service.
10. Ability to handle multiple tasks simultaneously and prioritize work needs.
11. Ability to operate a variety of office equipment and computer programs.
12. Excellent verbal, written, and interpersonal communication skills.
13. Outstanding problem-solving skills.
14. Strong team or technical leadership experience.

ENVIRONMENTAL/WORKING CONDITIONS: 

Normal office environment. Will rotate between IT North – Statesville and IT South – Mooresville offices on a rotating basis. Local travel required up to 50%.

PHYSICAL/MENTAL DEMANDS: 

Requires frequent sitting, standing, walking, use of hands, talking, and hearing; occasional driving, stooping, and kneeling. Rarely requires climbing. Requires frequent lifting up to 10 pounds, and occasional lifting of up to 25 pounds. Rarely requires lifting up to 50 pounds.