IT&S Support Services

At ScionHealth, we empower our caregivers to do what they do best. We value every voice by caring deeply for every patient and each other. We show courage by running toward the challenge and we lean into new ideas by embracing curiosity and question asking. Together, we create our culture by living our values in our day-to-day interactions with our patients and teammates.

Job Summary

The IT&S Support Services role provides first-level technical support to internal users for basic application, hardware, and network-related requests. This position is responsible for troubleshooting, ticketing, user education, and minor hardware support in accordance with service level agreements and organizational policies. The role plays a critical part in maintaining efficient and secure IT operations in a healthcare setting.

Essential Functions

• Responds to user support requests; documents, tracks, and resolves issues using ticketing systems
• Diagnoses hardware and software issues, performs basic repairs, and escalates complex issues when necessary
• Provides support for desktop/laptop computers, mobile devices, servers, and peripheral equipment
• Manages user account access, password resets, and permissions
• Delivers end-user training and assists with system utilization
• Implements policies and procedures as directed
• Assists the IT Director in system security management and backup/recovery processes
• Participates in 24/7 on-call coverage for IT-related incidents
• Maintains compliance with organizational policies and IT best practices
• Downloads and transmits data to external billing and collection systems as needed

Knowledge/Skills/Abilities/Expectations

• Strong critical thinking, troubleshooting, and problem-solving skills
• Ability to work independently under pressure and meet deadlines
• Familiarity with Microsoft Windows OS, basic networking concepts, and healthcare IT systems
• Effective communication and interpersonal skills
• Commitment to confidentiality and regulatory compliance
• Willingness to work in an on-call rotation and respond during emergencies
  

Education

• High school diploma or equivalent required
• Associate’s degree in Information Systems or related field preferred

Licenses/Certifications

• None required

Experience

• 2–3 years of experience in an IT support role, preferably within a healthcare environment
• Experience with Ethernet-networked systems and hospital clinical information systems preferred