Associates Md Jobs (NOW HIRING)

Provides front-line technical support, through multiple channels with a primary focus on side-by-side support, installation, configuration and ongoing usability of desktop computers, peripheral equipment and software. This role’s focus is on resolving common hardware, software, and technical issues, working to minimize disruption to daily operations.  Technicians create and maintain knowledge articles in accordance with departmental standards.  Desktop Support staff are responsible for performing technical troubleshooting, and when necessary, escalating complex issues to specialized engineering or application support teams.

Responsible for implementation and support of applications, hardware, and the network; works closely with end users to troubleshoot and correct problems relating to applications, and assists with conversions to and implementations of software products; uses operational knowledge to seek out, research and evaluate a variety of solutions to provide end users with high quality, efficient products; maintains and supports specified installed applications software products; demonstrates leadership skills in all job responsibilities.

Qualifications

Required:

• High School Diploma
• 2 years related experience is required
• Prior experience and technical knowledge of modern Microsoft operating systems, Active Directory, networking fundamentals, and hardware components.
• Prior experience in a Service Desk or Desktop Support role
• Strong communication and customer service abilities.
• Able to communicate with patients, visitors and other employees and physicians in an efficient and professional manner.
• Ability to use a phone, computer, and ability to receive communications at meetings.
• Ability to make presentations and present finding to a team.
• Ability to identify and respond to safety issues.
• Ability to read and write technical documentation.
• Valid driver’s license with clean driving record required if position requires traveling to different facilities.
• Existing certification or obtained within six months of employment, in one of the following:
  • Microsoft 365 Certified: Modern Desktop Administrator Associate (MD-100 and MD-101 Exams)
  • Microsoft 365 Certified: Endpoint Administrator Associate (MD-102 Exam)
  • CompTIA A+
  • CompTIA Network+
  • CompTIA Security+
  • Other manager-approved technical certifications

Preferred:

• Associate’s Degree in Computer Information Systems, a related field OR 1:1 equivalent experience
• Experience working in a customer service role
• Experience in the maintenance, troubleshooting and upgrading of computer equipment is preferred.
• Experience with ticketing systems preferred (ServiceNow, Jira, Remedy, etc.).
• Microsoft 365 Certified: Modern Desktop Administrator Associate (MD-100 and MD-101 Exams)

Responsibilities

• Serves as the first point of contact for IT support requests via phone, ticketing system, chat, or in-person.
• Troubleshooting of workstations, laptops, printers, peripherals, and mobile device issues.
• Supports standard operating systems and common enterprise applications (Windows, Microsoft 365, browsers, common applications).
• Installs, configures, and updates software on end-user devices.
• Images and deploys laptops/desktops using standard workstation imaging tools.
• Troubleshoot of network connectivity issues (Wi-Fi, LAN, VPN).
• Documents issue resolution steps, ticket updates, and recurring problems.
• Maintains an inventory of end-user devices and IT equipment.
• Escalates unresolved issues to Level 2 or specialized teams when required.
• Delivers professional, courteous support to all users, including remote and on-site staff.
• Ensures personal commitment to understanding and meeting the unique needs of intradepartmental customers by motivating, empowering and recognizing co-workers.
• Professional and effective communication with team members, managers, and other associates.
• Demonstrates a high level of skill in resolving difficult situations.
• Assists in creating a department that is dedicated to measurable service excellence.
• Assists with quality priorities and goals to ensure continuous improvement.
• Documents issue specifics and updates tracking system regarding issues and projects until resolution; and creates and maintains documentation for assigned responsibility areas.
• (Ex: training materials, installation directions, technical and asset tracking).
• Identifies cause and/or eliminates unrelated factors; applies logical trouble shooting procedures; researches vendor specific updates and fixes; and applies resolution within service levels.
• Maintains, troubleshoots, and repairs computer systems, hardware and computer peripherals as well as network maintenance and administration.
• (Ex: plans and executes project planning, needs assessment, configuration of software and network components)
• Makes technical decisions within the policies of HMC and the IT Department to assure system and network continuity and data integrity within areas of assigned responsibility; and recovers systems and/or network components within assigned responsibility in the event of a disaster and/or testing.
• Effectively utilize department tools for communication, such as Microsoft Teams.
• Effectively utilize technical abilities to troubleshoot and diagnose issues, ranging from physical computer and printer issues, to network, server, and application issues. Familiarity with common techniques for working with and troubleshooting DNS issues, enterprise network connectivity, security permissions and least privilege, performance troubleshooting, and application deployment.
• Ability and willingness to learn new technical skills and responsibilities, and keeping up to date on technological changes in the field.
• Ability to install and terminate network cable runs.
• Ability to carry or team lift heavy equipment at times, such as a UPS battery backup or large laser jet printer.
• Participate in 24/7 on-call rotation and support major system outages or planned downtime events.  Able to meet requirements of critical tech rotation, and flexibility of assisting with issues after hours if needed.
• Assist with Active Directory administration, including group policy updates and permissions changes.
• Support clinical and administrative staff with technical issues affecting workflows and patient care.
• Document procedures, system changes, and incident resolutions.
• Ensure compliance with HIPAA, hospital security policies, and change-management requirements.
• Oversee patch management, OS hardening, and security-configuration baselines.
• Collaborate with cybersecurity teams to perform log reviews, vulnerability remediation, and incident response.
• Support regulatory IT initiatives such as HIPAA, Joint Commission, and disaster-recovery readiness.
• Escalate complex problems to senior or specialty teams as needed.
• Other duties as assigned or required.
• Accountability
  • Ownership, initiative, trust and respect, continuous learning/improvement.
  • Takes personal responsibility for completing assigned activities and seeks new opportunities to provide high-quality work/service; looks for ways to improve individual performance.
  • Is clear about daily tasks and shows a flexible, proactive approach to accomplishing responsibilities in the face of changing situations (e.g. patient emergencies).
  • Shows respect in every interaction and builds trust; demonstrates adherence to code of conduct.
  • Shows willingness to learn new technologies, tools or systems, and is eager to gain new skills.
• Customer Focus
  • Customer expectations and needs, service improvement, cross-functional collaboration.
  • Understands personal and practical needs of all customers and takes appropriate action to meet expectations for quality care and/or service.
  • Has self-awareness of own behaviors; makes changes in behavior to improve the service experience; is aware of how personal actions affect the customer experience; adjusts personal behaviors as needed to meet or exceed customer expectations.
  • Demonstrates the ability to work effectively within and across work units to deliver the best customer experience.
• Planning and Decision Making
  • Planning and organization, problem solving, time management, effective use of resources.
  • Plans daily routine to properly organize tasks and demonstrates flexibility to meet immediate customer needs effectively and efficiently.
  • Proactively asks open-ended questions to clarify and resolve underlying issues; escalates issues promptly and responsibly as necessary.
  • Allocates time appropriately to effectively handle multiple priorities and varying workload.
  • Demonstrates stewardship through the identification and appropriate use of available resources (time, equipment and supplies).
• Communication
  • Interpersonal skills, effective communication, managing crucial conversations.
  • Listens well, shows a positive attitude and modifies tone and delivery to effectively meet the needs of the customer.
  • Demonstrates self-awareness and gathers thoughts before speaking to deliver clear messages that are easily understood by others.
  • Understands needs of others and willingly takes the H.E.A.T. by remaining calm and positive under high stress situations.
  • Relationship Management and Teamwork
  • Building productive relationships, knowledge sharing, collaboration.
  • Approachable, builds rapport, and uses formal and informal networks to facilitate achievement of departmental and organizational goals.
  • Willingly shares information, materials and know-how to contribute to and achieve common objectives.
  • Works as a team player in a diverse workforce and looks for ways to improve interactions with all co-workers, contributing to a welcoming and helpful environment.

HIPAA: This position will have access to the Protected Health Information described below, in order to carry out the duties related to the position at Hays Medical Center, based on the following criteria:

• Primary – required (routine) to do the job;
• Secondary – required for the job, but mostly by exception; and
• None – no approved access

Description of Information:

• Primary
  • Coding Information (clinical information that is in (alpha) numeric format): ICD-9 Codes, Rev Codes, CPT Codes
  • Clinical Information (information that describes a patient’s health status): Diagnosis, Reports/Medical Notes, Test Results, Problem List, Procedures, History and Physical
  • Patient Demographic Information (information used to identify a person): Name, Date of Birth, Address, Race, Marital Status, Religion
  • Financial Information/Insurance (information related to insurance, billing, and payment): Billing Information, Payer Name, Payer ID, Account Balances, Plan Elements Covered, Payment Information, Payment Rates

Infection Control: This position will include initial and ongoing training in dealing with infection control. Training could include, but is not limited to, blood-borne pathogens, bodily fluids, and biohazardous materials, as it applies to your daily work environment.

Patient Interaction: No contact