The IT Support Specialist position provides technical and administrative support for operating systems and a variety of applications & software; maintains adequate knowledge of existing hardware and software in use to maximize efficiency of the network and users' utilization of them; and provides written documents which evaluate information on periodic intervals.

Acts as software support to the Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provides technical assistance to health center and administrative staff. Responds to user requests for service and determines nature and extent of support needed.
• Installs, configures, maintains, and troubleshoots a wide range of software used throughout PPMW operations. Performs hardware/software upgrades to existing computer equipment as needed. Monitor and evaluate efficiency of software/hardware usage, providing items to be covered in training of users, making them more efficient.
• As a member of the PPMW IT Staff, responds to software problem calls on site or over the phone for users. Investigates error messages and determines resolution. Reinstalls program or replaces files that are causing errors. Calls software vendor or accesses online technical support to obtain software update. Also responds to network log on house calls. Investigates appropriate areas of potential problem and determines resolution. Add and maintain users on the network; assigning application access, ensuring security, and maintaining their configurations are within standards.
• Provides network support Affiliate wide which includes installing networked application software, granting access to users, creating user groups and managing shared resources.
• Contacts software vendors to obtain specifications, pricing, and other purchase related information needed to guide departments in their selection of software.
• Participate in Team meetings, providing input and suggestions, and prepare minutes of discussion items.
• Monitor and report licenses on applications to ensure compliance monthly.
• Understand PPMW Processes, Procedures and Policies for Compliance.
• Manage PPMW’s Hardware and Software inventory.
• Hardware and Software equipment ordering, inventorying, checking equipment in and out.
• Perform duties of Team members in their absence.
• Travel as needed to the affiliate’s clinics to provide on-site assistance to clinical staff and assist the Director of Information Technology with troubleshooting and installation of new systems.
• On-call during clinic hours (weekdays and Saturdays) for computer emergencies when the Director of Information Technology is unavailable or requires assistance with computer emergencies.
• Trains users in startup, basic and advanced use of software programs including electronic mail and calendaring, Microsoft Office, etc. May provide group training on request.
• Orientations for new users.
• Performs other related duties as required to accomplish the objectives of the position.

Knowledge and Skills

• Requires special technical knowledge of the techniques and procedures of software and network support for multiple users.
• Must understand installation, configuration and troubleshooting processes for software, hardware, networking, and accessory equipment.
• Requires experience with personal computer equipment. Must have advanced personal computer word processing, spreadsheet, database Windows and technical writing skills.
• Prefer a working understanding of PPMW’s individual department operations, goals and objectives relating to PPMW Operations.

Competencies

• Requires the ability to independently perform all the duties of the position efficiently and effectively.
• Must be able to install, configure, troubleshoot, and maintain all of the software applications and peripheral equipment used at PPMW.
• Must have strong communication and training skills and be able to communicate technical information to non-technical users and our Executive Staff.

Education and Experience

Position requires an AA/AS degree in computer related field plus two years relevant experience; a BA/BS degree in computer science or related discipline; or the combination of education and experience that enables performance of all aspects of the position.