Information Technology Support Technician

Planned Parenthood South Texas is the region's most trusted name in women's health. Operating 7 health centers, our mission is to provide and protect the information people need to plan their families and their futures. We are seeking dynamic, qualified individuals to join our amazing Planned Parenthood family. Planned Parenthood South Texas is seeking an Information Technology Support Technician. This position is Part-Time, working  24 hours / week. POSITION SUMMARY: The Information Technology (IT) Support Technician provides technical and administrative support to all end users.  The IT Support Technician works in conjunction with the Operations Manager & Planned Parenthood South Texas (PPST)’s contracted IT service provider team. The IT 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.  The IT Support Technician successfully manages multiple IT needs to ensure that the organization’s first priority to deliver high quality health care services at all locations is always met. ESSENTIAL FUNCTIONS: In conjunction with the Operations Manager, maintains the IT Help Desk. Utilizing the organization’s contracted IT service provider’s ticketing platform system, responds promptly to “IT tickets.” Escalates complex or serious issues to Operations Manager. Working closely with the Operations Manager, serves as the single point of contact for all technical support for end users of all organization locations, by acknowledging, tracking and prioritizing all technical issues reported via “IT tickets” and works closely with organization’s contracted IT service provider team, as part of this process. At the desktop level, provides hardware / software resolutions in a timely and accurate manner either via telephone, email, remote support software, and / or hands-on. Provides IT support resolutions including but not limited: resolving Internet, phone / voicemail, fax / postage machine, printer, scanner, and A/V equipment issues. As delegated and approved by the Operations Manager, may be assigned special IT projects to work on in conjunction with the PPST’s contracted IT service provider. These special IT projects may include: assisting with strategizing about emerging IT, networking and phone system technologies and making long-term plans for integrating such technologies. Works with PPST’s contracted IT service provider team, ensuring that systems are appropriately secured based on best practices and other regulations such as, but not limited to, HIPAA / HITECH. This includes, but is not limited to; antivirus, patching, backups, and backup validations. Installs and sets up new hardware / software and also performs routine maintenance / repairs on selected equipment. Develops training materials, procedures and / or trains end users in the proper use of hardware / software as needed. Assists in maintaining a current IT and telephone system architecture document. Makes recommendations to the Operations Manager &/or Sr. Director for Clinical Services as appropriate, for needed IT-related purchases. Maintains IT asset tracking and conducts routine audits of agency IT equipment inventory. Keeps abreast of current technical developments in hardware, software, telephones and other equipment & makes recommendations for IT improvements to organization systems to be considered to the Operations Manager. Adheres to all internal controls, complies with all agency policies, participates in the enforcement of HIPAA / HITECH and maintains the highest standards of ethics and integrity. Works on other IT projects as assigned by the IT Manager. Performs other job-related duties as assigned. Complies with the organization’s Workplace & Customer Service Standards, which are a required part of the organization’s orientation, training and performance. QUALIFICATIONS: Education: High school diploma or GED is required. Degree in a computer-related field (Information Systems, Computer Science, Computer Engineering, Network Operations) is highly preferred. College courses and/or technical certifications in computer-related field required. Healthcare IT certifications are highly preferred. Experience: Two years related experience in computer operations, installation, maintenance and repair is required. Experience should include providing technical support to end users, network systems support of multiple remote locations, troubleshooting & repairing computer hardware, software support & problem resolution, evaluating hardware & software for recommended IT-related enhancements & purchases, and training end users.  Experience working for a non-profit or health care organization is preferred. Experience working with Health Care Information Systems preferred. SKILLS & ABILITIES: Planned Parenthood South Texas is an Equal Opportunity Employer At Planned Parenthood, our goal is for all individuals to feel a sense of belonging. We strongly embrace diversity and appreciate the differences - the varied perspective, reflection and insight - each individual brings to Planned Parenthood. We are an organization of inclusion - with equity, equality, and respect given to all individuals - regardless of their race, ethnicity/culture, color, national origin, citizenship, language, religion, sex/gender, gender identity or expression, sexual orientation, age, physical characteristics, disability, genetic information, marital or relationship status, pregnancy or pregnancy-related conditions, socioeconomic position, military/veteran status, or any other characteristic protected by law. At Planned Parenthood, we are all In This Together. Please visit www.ppsouthtexas.org to learn more about the important work we are doing at Planned Parenthood.

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