Information Systems Specialist - Dallas, TX (North)
Full Time
Dallas, TX 75231
Posted
Job description
Planned Parenthood of Greater Texas offers comprehensive reproductive healthcare services. We are here to educate and care for healthy communities.
We believe the needs of our community are greater than they’ve ever been. And that drives us to work harder, aim higher, and expect more from one another. Here, you'll be empowered to make an immediate impact for our organization and clients.
We offer a competitive compensation and benefits package:
Excellent Medical and Dental Benefit Plans
Retirement plan and employer match
Generous Paid Time Off.
Plus Additional Benefits.
Position Title: Information Systems Specialist
Location: Dallas, TX (North) or Austin, TX (South
Reports To: Manager of Information Technology
Employment Status: Full-Time, Non-Exempt
Grade: N-9
Summary
- Performs a variety of complex IT support activities including: maintenance, software installation, day-to-day end-user support and training tasks to ensure end-user workstations and network performance meet organization and user requirements. Provides support to staff on all company-supported applications. Troubleshoots complex computer problems, determines source and advises on appropriate action. Completes application project-based work. Performs responsibilities in accordance with all company standards, policies and procedures. Ensures productivity expectations, customer service and compliance standards are maintained. Abides by the organization’s mission in performing job duties. Demonstrates an understanding of and commitment to quality healthcare and excellent customer service.
Essential Job Functions & Expectations
- Provides all levels of help-desk technical support of all organization standard applications to end-users including but not limited to: login and connection and printer problems, application issues, hardware issues, server problems, and recovery of data.
- Receives, evaluates and prioritizes requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies.
- Accurately logs and tracks requests including obtaining requester name, date of request, description of issue, determine level of issue and priority of response. Upon resolution promptly communicates closure of ticket to requester.
- Tracks assigned tickets to ensure timely closure and follows up to confirm problems and issues are resolved to client satisfaction. Reports and proactively pursues aged, open tickets.
- Responds and resolves requests, escalating when necessary.
- Ensures calls are received in a courteous, helpful and professional manner.
- Conducts business systems analysis appropriate to the department’s specific needs; recommends solutions to increase productivity and efficiency; evaluates and/or participates in the evaluation of technology products and solutions; consults with clients, users, vendors, and other providers of systems on the design and feasibility of proposed systems and modifications; estimates cost and timing of systems modifications and new systems development; presents recommendations to management or higher-level technical staff.
- Mentors and works closely with other IT staff to ensure clear communication on outstanding issues and user problems. Works as a team to distribute outstanding support problems and/or requests to even workload, establish priorities and meet deadlines.
- Communicates information regarding outages to all impacted users in advance when planned and when known in response to an outage. Advises users when systems return to functionality.
- May maintain phone directory for organization. Informs users of directory updates.
- Performs installation, configuration and upgrades of desktop hardware and software as determined by office and company established procedures.
- Tests and prepares documentation, IT procedures, reports, specifications, and program descriptions for commercial software applications; prepares operating instructions, training materials, and user manuals.
- Performs System Administration support including exchange server management, active directory management, backup and restore data, SQL server access for vendor maintenance, and support of specialized applications for various departments.
- Conducts CISCO VOIP (Phone System, Voice Mail, Contact Center) maintenance and management
- Provides basic Network Administration IT activities.
- Provides user support for all office peripheral equipment and its proper maintenance, including printers, scanners, signature pads, phones, teleconferencing and audiovisual equipment.
- Provides IT department support for special projects or offer additional backup support as needed.
- May function as a technical lead or resource to the department on specific applications, data, or web related projects; may train, mentor, and review work of less experienced technical staff in assigned specialty area.
- Coordinates support line for business hours phone availability, off-hours email for non-emergencies and off-hours phone availability for emergencies. In conjunction with IT team members, ensures support is always available.
- Performs data backups according to company procedures.
- Responsible for adhering to company established security procedures.
- Responsible for ensuring that the IT assets (hardware, software, network infrastructure, phone, etc.) inventory is accurate and current.
- Responsible for maintaining proper inventory levels for new hires; replacement of frequently needed parts and redundancy factors; and communicating low inventory levels.
- Embraces the organization’s ‘In This Together’ customer service standards and uses them with internal and external customers.
- Ensures achievement of agency goals, vision and mission.
- Has unrestricted access to patient protected health information (PHI) on paper and electronic forms health records for purposes of treatment, payment, and/or healthcare operations. The use of a patient’s protected health information should be limited to information needed for the specific task that is being performed or requested by the individual patient. Disclosure of any patient information must be for purposes of treatment, payment or healthcare operation OR must be accompanied by a valid patient authorization. Must adhere to minimum necessary rule.
- Other related duties as assigned.
- Duties and responsibilities may be added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing.
Minimum Education
- High School diploma or equivalent.
Minimum Experience
- Must have 6 years of experience in any of the following: desktop support, system administration or network administration. An Associate’s or Bachelor’s Degree in Information Technology or equivalent discipline may be substituted for up to 4 years of relevant experience. Preferred experience: Hardware troubleshooting/repair experience (PC's, laptops, printers, other peripherals); Client application support (NextGen, Outlook, OWA, Exchange Server, Active Sync); Software support (Windows Win7, Win 10, MS Office, Internet Browsers, Anti-Virus); Remote user support (Citrix, Terminal Services, VPN, Wireless); Windows Server (2003,2008,2012,2019) experience (User account creation/management, permissions, security); Remote and wide-area software deployment.
Required Licenses or Certifications
- A+ certification desired. Network+ or Security+ certification preferred.
Agency Standards
- Must have excellent computer skills with knowledge of Microsoft Word, Excel, PowerPoint, Outlook, and Internet. Must have the willingness and ability to adapt to change including advances or new technology. Must have excellent customer service skills and be committed to providing the highest level of customer satisfaction.
Required Knowledge, Skills, and Abilities
- Must be able to work other shifts including evenings and weekends (including holidays as needed) and availability for on-call support off hours.
- Must be able to travel as required.
- Excellent customer service skills and ability to effectively interact with computer users with varying levels of experience.
- Ability to communicate technical issues in lay terms for end users while maintaining a friendly, courteous, customer-focused demeanor.
- Ability to accurately and succinctly document technical procedures and general user instructions.
- Strong organizational skills and ability to multi-task and prioritize work.
- Ability to adapt to diverse operation hours, needs and clientele of affiliate.
- Possess effective analytical skills.
- Ability to provide oversight of compliance and regulatory requirements pertaining to position.
- Excellent oral and written communication skills.
- Ability to provide effective, equitable, understandable, and respectful quality care and services that are responsive to the diverse cultural health beliefs and practices, preferred language, health literacy and other communication needs.
- Ability to work effectively as a team member.
- Ability to exercise initiative, sound judgment, and problem-solving techniques in the decision-making process.
- Ability to manage details, handle a variety of tasks simultaneously and work under pressure.
- Ability to effectively use organization’s computer systems.
- Be discrete and safe guard confidential information. Maintain sensitive and confidential employee/company information.
- Possess integrity and compliance – can be relied upon to act ethically.
- Affiliate Knowledge: Understands the mission and structure of the affiliate and exhibits agency’s core values.
- Work Management: Effectively manages time as a resource; establishes realistic priorities; schedules own time and activities effectively; gives balanced focus and attention to appropriate long- and short-term priorities. Develops action plans and budgets; leverages technology; anticipates obstacles; establishes check points and monitors progress.
- Recovery Skills: Responds effectively and acknowledges responsibilities when clients (internal or external) experience problems or mistakes; rectifies the situation to restore client satisfaction; seeks information and collaborates with others to take action to implement permanent fixes. Maintains stable performance and emotions when faced with opposition, pressure, and or stressful conditions.
- Interpersonal Sensitivity: Acts in a way that indicates understanding and accurate interpretation of others’ concerns, feelings, strengths and limitations. Uses interpersonal understanding to shape one’s own response.
- Building Relationships: Shows genuine interest in others’ needs and opinions; establishes rapport; earns the confidence and trust of others; demonstrates consistency between words and actions; delivers on commitments.
- Technical Competence: Remains informed of current developments in the relevant professional area and incorporates new knowledge into job duties; serves as a resource person in area of expertise; applies specialized knowledge and skill to handle the job; uses and applies appropriate technology; actively pursues new professional knowledge in area of expertise.
- Adaptability or Flexibility: Responds with flexibility to shifting priorities and changing work situations; recovers quickly from problems and setbacks; develops new skills to remain competitive. Adapts easily to change, sees the merits of differing positions, and adapts own positions and strategies in response to new information or changes to a situation.
- Coping with Demands of the Position: Uses effective problem solving while working under stress, high volume of work demands and/or time demands; regularly meets deadlines.
- Exemplify the organization’s values: We Tend to the Team; We Respect and Honor All People; We Jump In; We Try and We Learn; We Care for our Business; and We Return to our Mission.
Other
- PPGT celebrates diversity and is an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. To that end, employment is based solely upon individual merit and qualifications directly related to professional competence. We strictly prohibit unlawful discrimination of any kind, including discrimination on the basis of age; race, color, ancestry, national origin, or ethnicity; citizenship status; sex or gender; gender identity or gender expression or transgender status (including the individual's actual or perceived sex and the individual's gender identity, self-image, appearance, behavior, or expression); sexual orientation; mental or physical disability as long as you are qualified to perform the essential functions of the job with or without reasonable accommodation; AIDS, AIDS Related Complex, or HIV status; perception of risk of HIV infection; or association with individuals who are believed to be at risk; religion or creed; genetic information; pregnancy status, including related medical conditions; marital status; past, current, or prospective service in the uniformed services; or any other basis protected by law. We are a drug-free and tobacco-free workplace.
Essential Physical Requirements/Working Conditions
- Must be able to bend, stoop, kneel, crouch, reach, and grasp. Must be able to stand, particularly for sustained periods of time. Must be able to move about on foot to accomplish tasks, such as moving from one work site to another. Must be able to push/pull. Must be able to work primarily with fingers such as picking, pinching, or typing. Must be able to perceive attributes of objects such as size, shape, temperature or texture by touching with skin, particularly that of fingertips. Must be able to talk such as convey detailed or important spoken instructions to other workers accurately. Must be able to hear such as the ability to receive detailed communication orally. Must be able to communicate effectively. Will have substantial movements of the wrists, hands, and/or fingers. Subject to hazards including a variety of physical conditions such as proximity to moving mechanical parts, moving vehicles, electrical current, or exposure to infectious diseases. Must be able to lift and/or exert up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. Must be able to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication parts at distances close to the eyes. Office/Health Center environment.
Applicants have rights under the Federal Employment Laws. To view these notices, please click on the following links: Family and Medical Leave Act (FMLA) poster; Equal Employment Opportunity (EEO) poster; and Employee Polygraph Protection Act (EPPA) poster.
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