Information Systems Technical Support Systems

Information Systems Technical Support Specialist -Casual Part Time (CPT)

Department: Information Technology

Reports To: Information Technology Manager

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POSITION SUMMARY

The Information Systems Technical Support Specialist (CPT) provides as-needed technical support for Shenandoah Community Health's information technology systems, equipment, and users. The position assists with help desk requests, workstation support, hardware deployment, software troubleshooting, telecommunications support, and basic systems administration activities.

This role is intended to supplement the Information Technology Department by providing flexible technical support coverage, project assistance, equipment deployment, and troubleshooting services across SCH locations.

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ESSENTIAL JOB FUNCTIONS

Technical Support

•    Respond to end-user requests for technical assistance.

•    Troubleshoot hardware, software, printer, telephone, and connectivity issues.

•    Install, configure, and support desktop computers, laptops, mobile devices, and peripheral equipment.

•    Assist users with account access, password resets, and application support.

•    Document support activities through the organization's ticketing system.

Systems and Operations Support

•    Assist with deployment and replacement of computer equipment.

•    Perform software installations, updates, and routine maintenance activities.

•    Support Microsoft 365 applications and services.

•    Assist with telecommunications and endpoint device support.

•    Maintain inventory and asset management records.

Advanced Support and Projects

•    Provide assistance with infrastructure, networking, and systems-related tasks as assigned.

•    Support technology upgrades, implementations, and special projects.

•    Assist with troubleshooting escalated technical issues.

•    Work with vendors and internal staff to resolve technology-related problems.

General Responsibilities

•    Follow organizational policies regarding HIPAA, cybersecurity, and information security.

•    Travel between SCH locations as needed.

•    Participate in after-hours support activities when requested.

•    Perform other related duties as assigned.

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QUALIFICATIONS

Required

•    Five (5) years of information technology support experience or current enrollment in an Information Technology, Computer Science, or related educational program.

•    Basic knowledge of computer hardware, software, and Microsoft Windows.

•    Strong customer service and communication skills.

Preferred

•    Experience supporting Microsoft 365 applications.

•    Experience with healthcare technology environments.

•    Industry certifications such as CompTIA A+, Network+, or similar.

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KNOWLEDGE, SKILLS, AND ABILITIES

•    Ability to troubleshoot routine technical issues.

•    Strong customer service orientation.

•    Ability to learn new technologies and systems.

•    Ability to communicate effectively with technical and non-technical users.

•    Ability to maintain confidentiality of sensitive information.

•    Ability to work independently and as part of a team.

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PHYSICAL REQUIREMENTS

•    Ability to lift and carry equipment up to 50 pounds.

•    Ability to stand, walk, bend, stoop, and work under desks or around equipment as needed.

•    Ability to travel between organizational locations.

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POSITION PURPOSE

This position provides supplemental technical support to the Information Technology Department and may perform duties associated with Level I, Level II, and limited Level III support activities based on organizational needs, training, and demonstrated competency.

Note: This is a casual part-time position with work hours scheduled based on departmental needs and operational priorities.