Computer Network Support Technician

Computer Network Support Technician

Rochester, NY

Planned Parenthood of Central and Western New York (PPCWNY) protects and provides health care and education that empowers individuals and families. With respect. Without judgment. No matter what.

In support of Planned Parenthood of Central and Western New York (PPCWNY)’s mission, the Computer Network Support Technician has responsibility for technical and administrative support to all end users. The Computer Network Support Technician maintains a working knowledge of existing hardware, software, and telephone systems in use to maximize efficiency of the network and users’ utilization of them. Assists the Regional Director of IT in expanding the PPCWNY IT network and telephone system.

• Assists the Regional Director of IT to develop, design, implement and maintain the Help Desk, virtual and intranet systems.
• Provides technical support for end users across all PPCWNY locations. This includes acknowledging, tracking, and prioritizing all reported technical issues, and collaborating with external vendors when necessary.
• Creates, documents, updates, and manages helpdesk tickets on a daily basis.
• At the desktop level, provides hardware/software troubleshooting and resolution in a timely, accurate, and creative manner either via telephone, email, remote support software, and/or in person.
• Provides basic support for access to electronic health record application and the associated environment.
• Performs basic network management functions including but not limited to, creating and deleting user accounts, assignment of user’s groups and privileges, resetting passwords, resolving internet and phone/voicemail issues, fax/postage machines, and A/V equipment.
• Assists Regional Director of IT in thinking strategically about emerging IT, networking, and phone system technologies for health centers, and makes long‑term plans for integrating such technologies.
• Ensures that systems are appropriately secured based on best practices and other regulations such as, but not limited to, HIPAA regulations, antivirus, patching, and backup validation.
• Performs installations and setup of new hardware/software and routine maintenance/repairs on selected equipment.
• Assists in maintaining a current IT and telephone system architecture document.
• Keeps abreast of current technical development in software, telephone, and call center systems.
• Adheres to internal controls, complies with agency policies, participates in the enforcement of HIPAA and maintains the highest standards of ethics and integrity.
• Maintains asset tracking and conducts routine audits of agency equipment.
• Develops training materials, procedures, and/or trains end users in the proper use of hardware and software as needed.
• Coordinates with Purchasing Manager and Regional Director for IT to order related equipment as needed.

• Performs other duties as assigned.
• Shows respect to all internal and external customers for differences in backgrounds, lifestyles, viewpoints, and needs.
• May act as a representative of the agency as requested.
• Participates in affiliate initiatives.

Applicants must possess the following qualifications (or equivalent combination of education and experience):

• Bachelor’s degree in Computer Science or a related field or an equivalent combination of education and experience

• Minimum of 2 years of experience in all areas of local and wide area network management (Cisco experience preferable) to include system configuration, setup, troubleshooting planning, designing, implementation, and user support; experience installing and supporting various Microsoft server technologies (Active Directory, Exchange, Terminal Service, Operating System, and Office); experience installing telecommunications equipment is required.
• Experience with electronic medical record systems required;
  Next Gen and Epic is preferred.

• Must have excellent communication skills (verbal and written).
• Must be able to work a flexible schedule with ability to travel to multiple sites when needed.
• Must have the ability to work independently,…