IT Technician

Job Summary

The IT Technician is accountable and responsible for small to medium sized projects, general IT support as required, backup IT support, backup medical equipment support, and creating operating process and IT documentation. He/she must ensure that projects are delivered on time, within scope and within budget. The role can also include training staff on using our Cloud-based EHR system, basic computer skills and usage of our medical equipment as required. The role includes logging of each incident worked on and documenting the solution provided.

Responsibilities

• Project Coordination of IT and Clinic related projects (small to medium), working with internal staff and external vendors as required

• Building project schedules/plans, coordinating tasks and finding creative solutions to business problems while managing project budgets, scope and timeline to completion

• Provide backup user technical support of IT Infrastructure (PCs, Printers, Phones, Internet Service Providers onsite equipment, MACs, iPads, portable AVR/UPS devices, PBX Phone System and other IT related equipment)

• Provide backup hardware and software support for the 80 plus desktops/laptops and printers across our different locations

• Provide backup support for the Mac & Windows Operating Systems (7, 8, 10, 11), Microsoft Office, Anti-virus, Anti-malware, Windows Defender, etc. software and interface with the associated vendors

• Provide on-call support for Medical Equipment and IT issues as required Provide backup IT support in all clinics as required

• Provide backup clinic support (basic vision testing, appointment bookings, cash desk) as required to fill in for regular staff who may be off

• Document clinic processes as required for reference to be used in training and onboarding new staff

• Document IT processes as required for new or modified procedures

• Provide one on one training to internal staff as required for clinic & IT related functions

• Provide additional support to our IT and Medical Equipment Specialist(s) as required

• Provide technical support for our mobile phones/tablets and equipment as required

• Learn our electronic health records tool, Compulink Advantage, to become one of our local experts and support the clinic staff with any assistance required

• Document and update the various Compulink Advantage processes (i.e. patient demographics, appointment booking, ledger updates, printing, etc.)

• Work with the IT Manager to review current processes for efficiency improvements which may also include staff training

• Create and update IT process and technical documentation

Qualifications

• A degree in Computer Science is not a must, but would be considered an asset; equivalent combination of technical training and experience in lieu of such

• CompTIA A+ and Network+ certifications preferred

• Experience in supporting Apple, Dell, HP and Lenovo desktops and laptops

• Experience in supporting Firewalls, Routers, Servers and Switches

• Experience in supporting MacOS, Windows 7, 8, 10 and 11

• Experience installing and supporting Windows 2019 Server operating systems along with working knowledge of MS Active Directory and file server systems would be an asset

• Experience in supporting IOS and Android devices

• Experience in supporting technologies like MS SharePoint, MS OneDrive, MS Teams, MS Office Suite

• Able to travel between Clinics; must own or have access to a vehicle

• Experience in technical writing and documentation

• Working knowledge of Network administration and functions (e.g. Network Cabling, DNS, DHCP, Firewalls, Routers, Switches and TCP/IP, etc.)

• Working knowledge of Debian Linux would be an asset

• 3-5years of experience in Project Management & Planning with respect to implementations of technical and business projects would be an asset

Behavioral Competences 

• Reliable, trustworthy, organized and responsible

• Customer service-oriented Strong communication skills (both oral and written), follows directions well and can work independently with little or no supervision

• Is mission-driven, action and results-oriented, able to manage/coordinate multiple tasks/projects simultaneously

• Ability to identify and set priorities, plan and effectively allocate appropriate resources

• Pays attention to detail so that relevant issues are addressed and result in high-quality outcomes

• Embraces team work with a positive mindset; a team player who can also work independently

• Must be quality minded and self-motivated, able to research and solve complex problems

• Demonstrates excellent interpersonal skills with the ability to interact with people at all levels and backgrounds, internally and externally

• Communicates clearly and compassionately with patients, office employees, medical staff and other stakeholders Demonstrates resilience. Bounces back from setbacks. Finds ways around obstacles. Thinks ‘outside the box’ when solving complex problems

• Perseveres. Does not give up when faced with challenging situations or when the going gets difficult

• Must be flexible and willing to work long/late hours as required

• Must be career minded, focused and well organized

• Is passionate about IT, enjoys work, new challenges, understands the importance of technical documentation and helping staff members with IT challenges