IT Support Engineer

Job Details

Job Location
Corporate - Harwich Port, MA

Description

Our Culture: Why work with us?

Joining Outer Cape Health Services isn't just about taking on a new role; it's about embracing a mission that goes beyond the day-to-day. Here, you become part of a dedicated team committed to safeguarding and nurturing invaluable community health resources. Our ethos is built on creating a vibrant and inclusive workplace where every team member is valued and recognized for their unique contributions.

Who We Are :

Our mission is to provide a full range of primary health care and supportive social services that promote the health and well-being of all who live in or visit the ten outermost towns of Cape Cod.

OCHS now cares for more than 18,000 patients annually, and no one is denied access to services due to an inability to pay. Founded in 1987 through the merger of Health Associates of Provincetown (established in 1972) and the AIM Medical Center in Wellfleet (established in 1966), Outer Cape Health has a long history of successful growth and expansion in pursuit of this mission. As a Patient-Centered Medical Home, OCHS holds itself to the highest standards. Ensuring patients have access to care when they need it and request it, and validating that staff are working at the top of their licensures, are foundations of this model.

Our Core Competencies:

At Outer Cape Health Services, our core competencies are the foundation upon which our organization is built, guiding us in our mission to deliver exceptional health services to our communities. Our focus on fostering teamwork ensures that we operate as a cohesive unit, valuing each member's contribution and working synergistically towards common goals. Integrity and honesty stand at the heart of everything we do, creating a culture of trust and respect among our team and the communities we serve. Embracing technology, we continually seek innovative solutions to enhance our services and operations. Finally, being patient-centered, we prioritize the needs and well-being of those we serve, striving to exceed expectations and make a meaningful difference in their lives.

A day in the life of this role:

Reporting to the Chief Strategy Officer, the IT Support Engineer, is the front-line responder for technical issues and the primary point of contact for end-user support within our healthcare organization. This role is essential in ensuring smooth daily IT operations by addressing support tickets, managing onboarding and offboarding processes, and maintaining IT equipment and inventory. You will play a key role in delivering excellent user experiences by resolving technical issues promptly, ensuring equipment readiness, and contributing to process improvements. This hands-on role requires technical proficiency, strong customer service skills, and attention to detail, especially when managing IT assets and coordinating with other departments. This role is on-site but can work hybrid when needed.

Summary of Duties

• Serve as the first point of contact for IT support requests, resolving issues efficiently to minimize disruption to end-users.
• Respond to and resolve support tickets related to hardware, software, and network issues, ensuring timely updates and resolution.
• Escalate complex technical issues to higher-level support or the IT Systems Lead, providing detailed documentation for troubleshooting.
• Maintain excellent communication with users throughout the resolution process, ensuring a high level of user satisfaction.
• Generate system performance and security compliance reports, identifying areas for improvement.
• Own the IT onboarding process for new employees, including account creation, system access configuration, and device provisioning.
• Manage offboarding tasks, including deactivating accounts, retrieving equipment, and ensuring compliance with data security policies.
• Collaborate with HR and department managers to ensure smooth transitions during onboarding and offboarding.
• Maintain an accurate inventory of IT equipment, including desktops, laptops, peripherals, and mobile devices.
• Perform routine checks and maintenance to ensure equipment is functional and up-to-date.
• Coordinate with vendors for equipment repairs, replacements, and procurement to meet organizational needs.
• Track equipment lifecycles and recommend upgrades or replacements as necessary.
• Provide guidance to users on best practices for using IT systems securely and efficiently.
• Develop and update user-facing documentation, such as how-to guides and FAQs, to reduce dependency on helpdesk support.
• Assist in conducting basic IT training sessions for staff as needed.
• Identify opportunities to enhance helpdesk workflows and improve response times.
• Ensure IT processes align with healthcare regulatory requirements, such as HIPAA, and follow internal security policies.
• Maintain detailed records of support requests, asset management, and user account changes to support audits and internal reviews.
• Other duties as assigned

Qualifications

What we need from you:

• A high school diploma or equivalent required. Bachelor's degree in related field a plus.
• 1+ years of experience working in an IT help desk or desktop support position. Experience in a healthcare environment a plus.
• Strong interpersonal and communication skills, with a commitment to delivering excellent user experiences.
• Working knowledge of Microsoft 365, Windows OS, and basic networking concepts (e.g., TCP/IP, DNS, VPN).
• Exceptional attention to detail when managing inventory, onboarding, and offboarding processes.
• Ability to troubleshoot and resolve common technical issues quickly and efficiently.
• Basic understanding of healthcare IT compliance requirements, including HIPAA and record retention or willingness to learn.
• Familiarity with the unique IT needs and compliance standards of the healthcare industry.
• Demonstrated ability to make independent decisions, establish priorities, and escalate items, as appropriate, in a busy work environment.
• Demonstrated ability to work effectively both as a team member and independently.
• Ability to multi-task and reprioritize as necessary.
• Excellent interpersonal and customer service skills are essential.
• Reliable transportation to travel to the assigned site and to the other sites, as needed.