Responsible for providing the first line of on-site field system support that includes hardware, software, software applications, and networking to customers and field personnel on-site at customers or remotely. Below outlines Daily, Weekly and Monthly priorities:

Daily 

Clinic Rounds and Issue Triage Visit each clinic (Primary Care, Walk-In, Pediatrics, Eye, Cardiology, Orthopedics, Podiatry, and Women’s Health) to identify any immediate hardware issues (computers, printers, scanners, etc.) or workflow challenges. Document findings in a tracking system (e.g., help desk software) and prioritize issues based on severity. Help Desk Tickets, Provider IT Support Chat Monitoring, VDI Chat Monitoring, and Email Monitoring Check new and ongoing support tickets, emails, and messages for reported technical or workflow-related problems. Assign priorities, provide status updates, and resolve or escalate issues as needed. Basic Hardware and Software Troubleshooting Perform quick fixes on malfunctioning devices (e.g., reboot routers, reinstall drivers, replace toner cartridges). Ensure staff are able to log in to systems (EHR, scheduling software, etc.) without issues, and reset passwords where appropriate. Network Connectivity Checks & VDI Updates Confirm that all clinics have stable connections to the network and internet. Investigate any connectivity problems or report them to Network/Systems teams for a swift resolution. Investigate any VDI issues. On-the-Spot Staff Support and Training Provide immediate assistance for EHR or other clinical software questions. Offer brief training or refresher tips to clinic staff on newly implemented features or updates. End-of-Day Review Review the status of tickets opened or updated during the day. Communicate pending issues or carry-over tasks to the next shift or to the relevant support teams. 

 

Weekly 

Ticket Backlog Review Examine all open tickets that have been unresolved for more than a few days. Follow up with the respective parties (IT, Clinical Informatics, or the clinic staff) to advance or close these tickets. Scheduled Maintenance and Updates Coordinate with IT to apply routine software and firmware updates during low-usage periods, minimizing disruptions to patient care. Ensure critical security patches are installed on desktops, laptops, and medical equipment where applicable. Inventory Check and Replenishment Verify stock levels for computer accessories, printer supplies (toner, ink, paper), and any frequently needed replacement parts. Request or reorder items as necessary to avoid shortages. Coordination Meetings with Stakeholders Meet (in person or virtually) with Clinic Managers, Supervisors, and physicians to discuss recurring issues or upcoming changes (e.g., new software releases, hardware refresh plans). Capture any new requests or concerns and add them to the project or ticketing system. Training Sessions or Workshops Conduct brief group training sessions on common IT topics (e.g., password best practices, new EHR features, cybersecurity awareness). Gather feedback to tailor future training to clinic needs. Workflow Enhancement Initiatives Identify at least one area where technology or process improvement could streamline clinic operations (e.g., faster check-in process, automated reporting). Propose a plan or proof-of-concept for leadership review.

 

Monthly 

Comprehensive System Audit Perform a thorough hardware and software audit across all clinics. Update asset management records to reflect new or retired devices and track hardware nearing end-of-life. IT Infrastructure Health Review Evaluate network performance reports and service uptime records in collaboration with the Network/Systems team. Identify recurring outages or bottlenecks, and propose solutions to address them. Reporting and Metrics Compile a monthly report summarizing ticket volume, resolution times, major issues encountered, and ongoing projects. Share insights with Clinic Managers, the Clinic Director, and Specialty Clinics Manager to help guide decision-making and budget planning. Strategic Planning Sessions Participate in leadership or departmental planning meetings to discuss upcoming technology initiatives (e.g., new EHR modules, hardware refresh, clinic expansions). Provide input on resource needs and timelines from the clinic support perspective. Policy & Procedure Updates Review and revise existing IT policies or clinic-specific workflows, ensuring compliance with health system standards and regulations (e.g., HIPAA). Communicate changes and new guidelines to clinic staff, ensuring they are trained and updated. Long-Term Project Checkpoints Assess progress on long-term or larger-scale IT projects (e.g., new clinic rollouts, major system upgrades). Coordinate with project teams to address any risk or delays, and keep clinic stakeholders informed about upcoming changes.

Career Level - IC1