IT Support Technician

Position Summary:

Person in this position will provide technical support to WestCare employees and users of WestCare’s IT infrastructure. Essential Job Functions include those listed below. Other duties may be assigned as needed

Essential Job Functions:

• Provide technical support to WestCare staff through various communication methods— including, but not limited to, phone, email, and in-person for all IT related issues.
• Image and deploy computers.
• Maintain and secure tools and inventory required for the job.
• Manage Azure AD and application accounts, including group membership, password resets, account activation/creation and removal.
• Maintain accurate and updated inventory of IT equipment.
• Troubleshoot and diagnose computer equipment and software.
• Coordinate with appropriate internal and external 3rd parties to enact solutions.
• Create and maintain appropriate and accurate documentation of IT processes and information in a knowledge base.
• Adhere to and help enforce all policies related to acceptable usage of computers, internet/network connectivity, email and phones.
• Assist personnel from other departments as an IT resource.
• Embrace and embody the mission, vision, guiding principles, clinical vision and goals of WestCare Foundation
• Completes all orientation and mandated training activities, including E-Learning Courses, within required timeframes, and in accordance with the criteria established for this position.
• Perform any other duties as assigned.

Essential Qualifications:

Certifications/Licensures:

• None

Education:

• High School diploma or equivalent is required
• Graduation from an accredited four-year college with a bachelors degree is preferred.

Experience and Competencies:

• Bilingual is preferred;
• Ability to exercise good judgment and discretion;
• Ability to work well in a team environment;
• Adherence to the highest standard of ethical conduct, especially to standards governing confidentiality
• Ability to converse with all levels of staff as well as consumers
• Experience working with the following technologies in a support capacity: Active Directory, Office 365, Azure AD, Windows 10, basic networking, and web-based applications.
• Printer and MFD troubleshooting
• Demonstrated ability to troubleshoot and resolve complex problems. 
• Ability to respond as needed to crisis situations in an efficient manner.
• Ability to work independently while part of a team.
• Adherence to the highest standard of ethical conduct and confidentiality.
• Professional appearance and demeanor.
• Willing to seek out new work projects and contribute ideas and efforts to the constant improvement of WestCare services.
• Ability to de-escalate crises that may surface with staff
• Ability to handle multiple tasks and effectively prioritize.
• Understands, communicates (both verbally and in writing), and collaborates effectively and with precision, given the time constraints of each task.
• Ability utilize Microsoft Office Software Suite (Word, Excel, Powerpoint, etc)
• Excellent interpersonal and communication skills.
• Ability to read complex two and three syllable words and to recognize similarities and differences between words and between series of numbers
• Ability to respond effectively to inquiries or complaints.
• Ability to communicate effectively in writing and with all levels of employees and office visitors.
• Shows persistence and seeks alternatives when obstacles arise; seeks alternative solutions; does things before being asked or forced to by events.
• The ability to identify crisis when they surface; to mitigate or resolve the immediate problem and to de-escalate the situation.
• Demonstrates the ability to utilize problem-solving techniques with the appropriate degree of analysis, objectivity and foresight to make decisions.
• The ability to build positive relationships with employees and superiors.
• Competency and understanding in the application of team building strategies.
• Understanding and application of federal, state, local and agency confidentiality rules and professional standards of conduct
• Understanding of professional ethics, consumer rights, and professional responsibilities
• Ability to create a safe, welcoming physical, supportive, and relational environment for consumers and staff
• Knowledge of WestCare Mission, goals and values
• Knowledge of Incident Reporting
• Knowledge of HIPAA, Professional Ethics, Consumer Rights and Confidentiality
• Familiarity with WestCare services and programs
• Demonstrates a high degree of dependability.
  • Maintains a good attendance record.
  • Observes working hours
  • Shows flexibility and is responsive to requests from supervisor
  • Works independently with minimal supervision
  • Exhibits characteristics of good workmanship, and integrity on the job
  • Work time is always productive
• Demonstrates ability to establish and maintain effective working relationships with consumers, co-workers, external partners, and  regulatory agencies
  • Is courteous to consumers, staff, and all others.
  • Demonstrates tact at the appropriate time.
  • Cooperates with others both within and outside WestCare.
  • Works well with supervisor; accepts direction and supervision
  • Maintains a positive attitude toward work
• Ensures and maintains a safe working environment.
  • Work area is clean and orderly.
  • Verbalizes, understands and adheres to agency safety procedures.
  • Demonstrates appropriate use of Unusual Incident Reports, in accordance with the Center’s reporting procedures
• Presents a positive personal image
• Dresses and maintains a professional demeanor
• Ability to provide an Affidavit of Good Moral Character
• Clearance in Pre-Employment Drug Testing and Criminal Records Checks, as required.
• CPR Certification, First Aid Certification and an annual Tuberculosis test.

Working Conditions:

• Work is primarily performed in an office or residential treatment setting

Essential Physical and Mental Demands of the Job

The employee must be able to perform the following essential duties and activities with or without accommodation:

Physical Demands:

• Requires mobility and physical activity: Having an adequate range of body motion and mobility to work in an office, residential, or outdoor environment including standing and walking (even and uneven surfaces), sitting for extended periods of time, bending, twisting, reaching, balancing, occasional lifting and carrying of up to 50 pounds.  Use of computer and telephone systems is required which includes coordination of eye and hand, and fine manipulation by the hands (typing, writing, and working with files).  Requires the ability to defend oneself and clients in physically abusive situations through the use of approved physical de-escalation techniques.
• Requires talking: Expressing or exchanging ideas by means of the spoken word.  Talking is required to impart oral information to employees, clients, patients, and the public, and in those activities in which the employee is required to convey detailed or important spoken instructions to others accurately, loudly, or quickly.

• Requires hearing: Hearing is required to receive and communicate detailed information through oral communication.
• Requires seeing: Clarity of vision at 20 inches or less and at distance. This factor is required to complete paperwork for many of the employee’s essential job functions and to observe client behavior and activities in and out of the facility.

• The normal work routine involves no exposure to human blood, body fluids or tissues.  However, exposure or potential exposure may be required as a condition of employment. Appropriate personal protective equipment will be readily available to every employee.

Mental Demands:

• Requires the ability to collect and analyze complex numerical and written data and verbal information to reach logical conclusions. 
• Requires the ability to work and cooperate with clients, co-workers, managers, the public and employees at all levels in order to exchange ideas, information, instructions and opinions. 
• Requires the ability to work under stress and in emotionally charged settings.
• The ability to defend oneself and clients in mentally/verbally abusive situations through the use of approved mental/verbal de-escalation techniques.
• Must be able to handle multiple demands from simultaneous telephone calls, visitors and clients and staff members