General Statement of Duties:
Performs general administrative and specialized technical tasks to support agency information systems (including personal computers, network servers, hardware, and software). Provides technical support that is responsive to end‑user needs. As directed, provides planning, coordination, and implementation of automated efficiencies and information system projects.
Distinguishing Features of Work:
A primary goal is to maximize agency efficiency as a behavioral health care provider through the use of information systems technologies. In support of this goal, a thorough technical knowledge of PCs, networks, and related operations is required, as well as the ability to effectively diagnose and resolve hardware and software failures. The incumbent must possess the ability to work independently and manage multiple priorities and demands in support of MIS functions. Considerable accuracy, planning, problem‑solving skills, and independent judgment is required. In addition, the position requires working closely with agency staff, providing technical support, training, and advice. Supervision is provided by the IT Manager.
This position is non-exempt under the provisions of the Fair Labor Standards Act.
Major Essential Functions and Responsibilities:
Provides direct user support and guidance regarding PC and network software and hardware operations, capabilities and problems.
Provides other technical support to end‑users and/or toward system maintenance as needed and/or assigned.
Designs and implements software and hardware upgrades
Installs, troubleshoots, and repairs/oversees vendor repairs of PC and network hardware and software (including computers, monitors, cabling, cards, printers, memory, desk phones, cell phones etc.)
Assists in the maintenance of user access and security rights, critical network administrative functions, back‑ups, etc.
Designs, coordinates, and performs individual or group computer‑related training as assigned.
Records and maintains inventory of all computer equipment.
Orders and tracks PC and network hardware, software, and supplies, including peripherals such as printers, cabling, cards, modems, mobile devices, cell phones, desk phones and manages agency mobile account including ordering and troubleshooting.
Moves computer equipment as necessary to accommodate new installations, office relocations, storage, and disposal within any physical limitations.
Maintains database of user requests, problems, and programming requirements.
Creates and maintains IT Dept and user documentation material, including IT Dept Standard Operating Procedures, system design documentation, and Intranet based HOWTOs, Frequently Asked Questions, and quick reference sheets.
Assists with producing and maintaining agency Intranet and Internet content.
May produce reports for agency management and users.
Responsible for special projects and other duties as assigned.
Makes effective use of available technology, including computers, e-mail, and voice mail in order to enhance customer service.
Maintains effective relationships with co-workers and customers based on courtesy, compassion, and respect.
Assures compliance with agency policies and regulations in the execution of assigned duties.
Required Knowledge, Skills and Abilities:
Thorough technical knowledge of PC and network hardware and software installation, operation, and support (Microsoft Office, Microsoft Windows OS, Active Directory Management). Some knowledge of Unix/Linux installation and administration. Strong organizational skills. Ability to effectively manage assigned routines with minimal supervision; ability to meet assigned deadlines; good judgment and problem‑solving skills; ability to communicate effectively in writing and in person; ability to keep abreast of evolving information systems technology; ability to manage projects, process data, and generate reports with attention to detail. Commitment to internal service, good interpersonal and excellent teamwork skills, dependability, accuracy, and efficiency.
Minimum Experience and Education:
Completion of associate’s degree/certificate in a business or computer‑related field, preferably supplemented by formal computer training/course work. Two years’ experience in technical support operations, preferably in a public and/or healthcare agency; OR any equivalent combination of experience and training which provides the required knowledge, skills and abilities. Considerable experience in the use/operation of PC and network hardware and software. Experience in user support of PC word processing, spreadsheet, database, and Internet/Intranet applications. Some experience with Linux system administration is desirable.
Other Information:
Equipment: Computers and related equipment, telephone system, copy machine.
Work Environment: General office environment with normal lighting levels, temperature ranges, air quality, ventilation and noise levels. Occasional exposure to damp or dusty storage facilities.
Information Systems Technician (Position #1010)
Work Location: CSB facilities located in Harrisonburg, Virginia OR other local training space(s)/location(s) which may be available.
Work Hazards: Some hazards associated with moving and lifting computer equipment, including bending and stooping, and working with exposed electronic circuitry. Occasional exposure to dusty environments. Minimal hazards associated with human services environment.
Work Schedule: Regular office hours Monday through Friday; additional hours as needed to perform job requirements.
HIPAA Access Level 3: Read-only access to protected health information (PHI), limited to minimum necessary, and full read/write access to demographic and financial information, limited to the minimum necessary, for all clients as part of staff provision of support services in agency health care operations. Staff at Level 3 are allowed to seek out client PHI as necessary to perform assigned duties but are expected to exercise due precautions to avoid exposure to PHI which is not necessary to perform these assigned duties. Utilization of information will be in accordance with HIPAA regulations regarding use limitation, disclosure and requests of PHI.