Systems Support Technician II

Position Title: Systems Support Technician 2

Position Objective:

Systems Support Technician 2 provides advanced technical support within the hospital's IT infrastructure. This role involves troubleshooting and resolving complex issues related to hardware, software, and network configurations, as well as supporting hospital-specific systems and applications. In addition to performing all duties of a Tier 1 Technician, this role requires more advanced knowledge and the ability to mentor and support Level 1 technicians.

Essential Job Duties:

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Advanced Troubleshooting: Diagnoses and resolves intermediate to complex hardware, software, and network issues with minimal supervision.
• Support for Healthcare Systems: Provides technical support for specialized healthcare applications such as Electronic Health Records (EHR), PACS (Picture Archiving and Communication System), and laboratory systems, ensuring proper functionality.
• Collaboration with Tier 1 Technicians: Works with Level 1 technicians to resolve escalated issues and provides mentorship on advanced troubleshooting techniques.
• Documentation and Knowledge Sharing: Documents detailed solutions for complex technical problems and contributes to internal knowledge base articles to assist with future troubleshooting.
• Hardware and Software Management: Installs, configures, and troubleshoots hardware and software while adhering to hospital standards and best practices.
• Assistance with Moves/Installs: Assists with the installation, relocation, and setup of IT hardware, working with minimal oversight, and collaborating with asset managers.
• Support for Medical Equipment: Provides technical support for medical devices and equipment, ensuring integration with hospital IT systems and compliance with relevant healthcare regulations.
• Network Security Awareness: Understands and implements basic network security practices, including firewalls, VPNs, and secure Wi-Fi configurations.
• Incident Response: Takes initial steps in the event of a security incident, including reporting and containment procedures, in accordance with hospital protocols.
• Data Protection: Ensures that data is handled securely, with knowledge of encryption and secure data storage practices to maintain patient confidentiality and regulatory compliance (e.g., HIPAA).

Skills & Experience:

• Advanced understanding of hospital IT systems, medical technologies, and the integration of medical equipment with IT infrastructure.
• Proficient in healthcare applications such as EHR, PACS, and other hospital-specific systems.
• Strong knowledge of network security fundamentals, including firewalls, VPNs, and secure wireless practices.
• Basic understanding of incident response and knowledge of the steps to take during security incidents.
• Knowledge of data protection and encryption practices to safeguard sensitive healthcare data.
• Ability to troubleshoot more advanced technical issues with hardware, software, and network configurations.
• Preferred certifications: CompTIA Network+, CompTIA A+, Microsoft Certified Solutions Associate (MCSA).
• Minimum of 3-5 years of experience in an IT support role, with at least 2 years of experience working in a healthcare setting.

Educational/Experience Requirements:

• AA degree or enrollment in college-level courses in Information Technology or related field. A 4-year degree (B.S. or B.A.) is preferred.
• Minimum of 3-5 years of experience in an IT support role, including healthcare systems and hospital IT infrastructure.

Knowledge, Skills, Abilities:

• Strong technical troubleshooting skills with the ability to handle complex issues independently.
• Solid understanding of healthcare IT systems and medical device integrations.
• Exceptional communication skills and the ability to work collaboratively with technical teams and end-users.
• Ability to mentor Tier 1 technicians and provide guidance on advanced troubleshooting methods.
• Strong organizational and time management skills, with the ability to manage multiple tasks and priorities effectively.

Physical Demands:

• Medium-duty physical requirements, including the ability to lift to 50 pounds occasionally, 30 pounds frequently, and 10 pounds constantly to move objects.

Required License/Certifications:

• Preferred: CompTIA Network+, CompTIA A+, Microsoft Certified Solutions Associate (MCSA), or similar certifications.

This job description reflects the general duties and responsibilities required to perform the role. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.

Position Overview Comparison:

The Systems Support Technician 2 role builds on the responsibilities of the Tier 1 position and requires advanced technical knowledge and experience. This position involves diagnosing and resolving more complex issues, supporting specialized healthcare systems, and mentoring junior technicians. Technician 2 also handles security incidents, network security, and data protection tasks, ensuring compliance with healthcare regulations and standards.

Working Conditions, Equipment, Physical Demands:

There is a reasonable expectation that employees in this position will not be exposed to blood-borne pathogens. 

Physical Demands -

The physical demands and work environment that have been described are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act.

The above job description is an overview of the functions and requirements for this position.  This document is not intended to be an exhaustive list encompassing every duty and requirement of this position; your supervisor may assign other duties as deemed necessary.