Information Systems Technical Support Specialist -Casual Part Time (CPT)
Department: Information Technology
Reports To: Information Technology Manager
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POSITION SUMMARY
The Information Systems Technical Support Specialist (CPT) provides as-needed technical support for Shenandoah Community Health's information technology systems, equipment, and users. The position assists with help desk requests, workstation support, hardware deployment, software troubleshooting, telecommunications support, and basic systems administration activities.
This role is intended to supplement the Information Technology Department by providing flexible technical support coverage, project assistance, equipment deployment, and troubleshooting services across SCH locations.
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ESSENTIAL JOB FUNCTIONS
Technical Support
• Respond to end-user requests for technical assistance.
• Troubleshoot hardware, software, printer, telephone, and connectivity issues.
• Install, configure, and support desktop computers, laptops, mobile devices, and peripheral equipment.
• Assist users with account access, password resets, and application support.
• Document support activities through the organization's ticketing system.
Systems and Operations Support
• Assist with deployment and replacement of computer equipment.
• Perform software installations, updates, and routine maintenance activities.
• Support Microsoft 365 applications and services.
• Assist with telecommunications and endpoint device support.
• Maintain inventory and asset management records.
Advanced Support and Projects
• Provide assistance with infrastructure, networking, and systems-related tasks as assigned.
• Support technology upgrades, implementations, and special projects.
• Assist with troubleshooting escalated technical issues.
• Work with vendors and internal staff to resolve technology-related problems.
General Responsibilities
• Follow organizational policies regarding HIPAA, cybersecurity, and information security.
• Travel between SCH locations as needed.
• Participate in after-hours support activities when requested.
• Perform other related duties as assigned.
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QUALIFICATIONS
Required
• Five (5) years of information technology support experience or current enrollment in an Information Technology, Computer Science, or related educational program.
• Basic knowledge of computer hardware, software, and Microsoft Windows.
• Strong customer service and communication skills.
Preferred
• Experience supporting Microsoft 365 applications.
• Experience with healthcare technology environments.
• Industry certifications such as CompTIA A+, Network+, or similar.
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KNOWLEDGE, SKILLS, AND ABILITIES
• Ability to troubleshoot routine technical issues.
• Strong customer service orientation.
• Ability to learn new technologies and systems.
• Ability to communicate effectively with technical and non-technical users.
• Ability to maintain confidentiality of sensitive information.
• Ability to work independently and as part of a team.
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PHYSICAL REQUIREMENTS
• Ability to lift and carry equipment up to 50 pounds.
• Ability to stand, walk, bend, stoop, and work under desks or around equipment as needed.
• Ability to travel between organizational locations.
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POSITION PURPOSE
This position provides supplemental technical support to the Information Technology Department and may perform duties associated with Level I, Level II, and limited Level III support activities based on organizational needs, training, and demonstrated competency.
Note: This is a casual part-time position with work hours scheduled based on departmental needs and operational priorities.
Skills Required
- Five years of information technology support experience or current enrollment in an Information Technology, Computer Science, or related educational program
- Basic knowledge of computer hardware, software, and Microsoft Windows
- Strong customer service and communication skills
- Experience supporting Microsoft 365 applications
- Experience with healthcare technology environments
- Industry certification such as CompTIA A+, Network+, or similar
What We Do
Shenandoah Community Health (SCH) is a community health center and Patient Centered Medical Home that offers access to primary care, behavioral health, women’s health and oral healthcare in the Shenandoah Valley of West Virginia and Virginia. Since 1976, our dedicated providers and support staff have worked to ensure our patients receive the highest quality, most comprehensive healthcare possible. We accept most private insurance plans as well as Medicaid, Medicare, and WV CHIP. A sliding fee discount program is also available for those who qualify. In addition to our wide range of coordinated healthcare services, SCH offers WIC & Nutrition programs, HIV case management, an on-site pharmacy, lab and x-ray services, outreach to special populations, medication assistance, assistance with ACA Marketplace and Medicaid enrollment, a Weight & Wellness program and family resources. Shenandoah Community Health also offers interpretation services for patients whose primary language is not English. Vision: To be a recognized leader in health care services. Mission: To promote health and wellness within the community by providing a Medical Home to reduce barriers to care and ensure access to a full range of coordinated health care and wellness services. Values: • Treat all patients with dignity, compassion, confidentiality, and respect. • Provide high quality, accessible, affordable health care services. • Maintain a work environment that motivates, rewards, and values staff. • Partner with community agencies to address the health care needs of the entire community. Facts about SCH: • SCH is your Patient Centered Medical Home. • SCH is a non-profit community health center (link) that is governed by a Board of Directors. • SCH is accredited and certified by The Joint Commission. • SCH employs more than 260 clinicians and support staff. • On average, SCH provides more than 130,000 services a year to patients, regardless of their ability to pay.
