The Role
Provides Tier 1 help desk and on-site technical support for physicians and staff. Maintains computers, phones, servers, networks, and related software; deploys equipment, responds to support requests, assists with IT projects, and enforces policies. Requires customer service, HIPAA compliance, ITIL certification, Windows, networking, Active Directory, Microsoft 365, and related systems knowledge. Includes remote-site travel, occasional after-hours work, and on-call responsibilities.
Summary Generated by Built In
GENERAL SUMMARY OF DUTIES: The IT Analyst will be a member of the IT Team focused on providing a high degree of customer service to physicians and staff at United Digestive MSO, Parent LLC (UD), specifically as it relates to the technical support of the software and hardware used by the practice.
REPORTS TO: Service Desk Manager
RESPONSIBILITIES:
- Responsible for maintaining computers, IP phone equipment, servers, and network equipment.
- Responsible for working the Tier 1 support/help desk daily.
- Assists with small- to medium-sized IT projects.
- Follows and enforces UD IT Policies and Procedures.
- Answers incoming calls in a timely and efficient manner; addresses technical support questions appropriately and courteously.
- Answers emails and voicemails and returns calls in a timely and professional manner.
- Prepare and deploy equipment for sites and users in a safe and timely manner.
- Meets or exceeds quality and productivity standards as set by the Director of IT.
- Abides by and promotes HIPAA compliance; maintains strictest confidentiality with regards to patient information.
- Participates in staff meetings as directed by Director of IT.
- On site support for practice locations
- Performs any other duties and/or special tasks as assigned
REQUIRED EDUCATION, SKILLS, AND EXPERIENCE:
High school diploma or GED required; two years IT experience or Bachelor’s degree in related field preferred. ITIL 4 Foundations Certification required or obtained within 60 days of employment. Familiar with Windows Operating Systems (Windows 10, 11 Professional and Enterprise, Server 2012/2019). Familiar with TCP/IP, SQL, Citrix/Terminal Services, Active Directory, Microsoft Exchange O365, Cisco Meraki Switches. Experience with Cisco Unified Communications, SharePoint, VMWare ESX preferred. Experience in IT related to healthcare, including HIPAA regulations, MSO 365, cloud services, and HL7/API interfaces preferred. eClinicalWorks, ProVation MD/APEX experience is a plus.
High school diploma or GED required; two years IT experience or Bachelor’s degree in related field preferred. ITIL 4 Foundations Certification required or obtained within 60 days of employment. Familiar with Windows Operating Systems (Windows 10, 11 Professional and Enterprise, Server 2012/2019). Familiar with TCP/IP, SQL, Citrix/Terminal Services, Active Directory, Microsoft Exchange O365, Cisco Meraki Switches. Experience with Cisco Unified Communications, SharePoint, VMWare ESX preferred. Experience in IT related to healthcare, including HIPAA regulations, MSO 365, cloud services, and HL7/API interfaces preferred. eClinicalWorks, ProVation MD/APEX experience is a plus.
ADDITIONAL REQUIRED SKILLS AND EXPERIENCE:
IT Analyst must be able to:
IT Analyst must be able to:
- Display a professional outgoing warm and helpful attitude
- Provide a high level of customer service
- Detail oriented and possess strong time management skills to multi-task prioritizing end user and job needs
- Work under pressure; assess, respond to, and communicate issues in a timely manner
- Communicate clearly with patients and coworkers through telephone, email, and in-person
- Plan, prioritize, and complete multiple tasks as delegated by IT Leadership
PHYSICAL/MENTAL/ENVIRONMENTAL DEMANDS: Position requires sitting and standing associated with a normal office environment; some light lifting required; travel to remote UD offices required as business needs dictate, including out of state travel. Work outside of normal operating hours, such as early mornings, late evenings, and weekends will be required. Requires on-call hours to ensure maximum uptime of managed systems.
Skills Required
- High school diploma or GED
- Two years of IT experience or a bachelor's degree in a related field
- ITIL 4 Foundations certification or obtain it within 60 days of employment
- Familiarity with Windows 10 and 11 Professional and Enterprise
- Familiarity with Windows Server 2012 and 2019
- Familiarity with TCP/IP
- Familiarity with SQL
- Familiarity with Citrix or Terminal Services
- Familiarity with Active Directory
- Familiarity with Microsoft Exchange Online or Microsoft 365
- Familiarity with Cisco Meraki switches
- Ability to provide high-level customer service and communicate clearly
- Ability to prioritize and manage multiple tasks under pressure
- Ability to travel to remote practice locations, including out of state
- Ability to work outside normal operating hours and participate in on-call support
- Experience with Cisco Unified Communications
- Experience with SharePoint
- Experience with VMware ESX
- Healthcare IT experience, including HIPAA, Microsoft 365, cloud services, and HL7 or API interfaces
- Experience with eClinicalWorks or ProVation MD/APEX
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The Company
What We Do
United Digestive is an Atlanta-based physician practice management company focused on delivering value for GI physicians and gastroenterology practices nationwide. The company serves independent practices by leveraging advanced operational infrastructure and insights to reduce administrative burden, while supporting clinicians' objective to provide the highest-quality patient care.
