Information Solutions Technician

Information Solutions Technician

Job Summary: Responsible for ensuring continuity of voice and data services throughout North Star Care Community systems. Also responsible for support of the day-to-day operations of the company’s information systems by responding to users’ requests for assistance, installing hardware and software, and performing maintenance and repairs to server, computer, printer, voice, and networking equipment.

• Responds to staff and partners through direct and phone requests for technical assistance.
• Assesses technical barriers or obstacles that are identified by the user.
• Recommends, coaches, and/or provides assistance and ensures properly functioning equipment and software usage, referring to the appropriate technical resource as needed.
• Routinely diagnoses hardware and software problems and replaces defective components.
• Schedules approved software installation/equipment upgrade as requested.
• Accurately enters all information related to request and resolution into the Help Desk ticketing system and uses project management tools to enter information related to assigned project tasks.
• Installs and configures personal computers, printers, mobile devices and networking equipment.
• Assists IT staff in ordering, assigning, tracking, repairing and inventory management of smartphones, desktops, field devices and all other IT related equipment.
• Ensures systems meet minimum compliance level by implementing proper data protection, antivirus, patching, encryption and backup and recovery procedures.
• Manages projects and/or assists with the implementation of new software, hardware, and other technologies as assigned.
• Assists in monitoring computer networks to ensure that they function within acceptable tolerance levels.
• Evaluates system performance and make recommendations for system improvements where appropriate.
• Maintains accurate documentation of all the Local and Wide Area networks, IT assets, technology incident reports, security attestations and system changes.
• Conducts technical training of staff in the proper use of technical equipment, including smartphones, desktop and mobile computing devices.
• Administers user access to the network and other North Star Care Community systems.
• Assists in identifying training needs of staff and partner organizations.
• Assists in supporting issue resolution and maintenance of EMR system.
• Installs Data/Voice cabling as required for minor changes of telephone or computer services.
• Adheres to agency policies and procedures and all regulatory and legal requirements.
• Adheres to defined follow-up protocols for internal and external customers not requiring immediate assistance, but having service needs that must be met and/or are unresolved.
• Maintains appropriate confidentiality of all information that may be accessible through HOM’s/Arbor’s systems.
• Participates in individual, team, departmental and organizational process improvement efforts as assigned.
• Responsive, readily engaging, and courteous with all customers accessing the Help Desk, following through to ensure resolution of each request.
• Performs various support and administrative tasks for IT, such as Network/Service Access Requests (NARS), equipment preparation/dispatching/mailing for repair when not otherwise assisting users.
• Researches new technologies the organization may utilize to drive efficiency and performance.
• Maintains knowledge and skills in repair and maintenance of personal computers, printers and networking equipment.
• Utilizes allocated supplies and resources appropriately to ensure business outcomes are met.
• Adjusts to changes in workload and schedules based on changing departmental and organizational priorities.
• Participates in internal and external education, training, in‑services and other activities to promote personal and professional growth.
• Adheres to organizational Code of Conduct, policies, procedures, protocols and processes and all regulatory and legal requirements.
• Models the C.A.R.E. Model of Service: courtesy, acknowledgement, response and empathy.

• Associate’s Degree in computer science or a related field or equivalent combination of education and…