Provides reliable, responsive, and professional IT support to ensure seamless access to technology for clinicians, staff, and business users. Performs hands-on troubleshooting, installation, configuration, and maintenance of end-user devices and applications, directly enabling safe patient care, operational continuity, and staff productivity across the hospital and its clinics.
Responsibilities:
End User and Deskside Support
- Acts as the first point of contact for all IT-related issues, providing on-site and remote deskside support.
- Troubleshoots hardware (PCs, laptops, thin clients, printers, scanners, mobile devices) and software (Windows OS, MS Office, EMR/EHR applications, hospital-specific systems).
- Provides first-level network support (connectivity, wireless access, VPN, device registration).
- Ensures minimal downtime for clinical and business staff by prioritising and resolving incidents promptly.
Application and System Support
- Supports hospital clinical and non-clinical applications (EMR, ERP, PACS, HR/Finance systems).
- Troubleshoots access issues and coordinates with applications teams for escalations.
- Trains staff on the safe and effective use of hospital applications.
Device Deployment and Configuration
- Builds, configures, and deploys PCs, laptops, and clinical workstations according to standardised images and checklists.
- Installs and configures printers, barcode scanners, and specialised healthcare peripherals.
- Maintains consistency of desktop configurations by applying group policies, imaging standards, and endpoint security.
- Optimises workstation performance and usability in clinical environments.
Backup and Data Protection
- Performs daily, weekly, and monthly backups of critical end-user data.
- Assists with data recovery requests and verifies backup integrity.
- Ensures secure handling of sensitive patient and business information in compliance with hospital policies and JCIA standards.
User Training and Communication
- Provides one-on-one and small group training on IT tools and applications (Microsoft 365, Teams, email, etc.).
- Communicates technical solutions clearly to non-technical staff.
- Develops user guides and FAQ materials for common issues.
IT Operations and Collaboration
- Collaborates with Systems Administrators, Network Engineers, and DBAs to troubleshoot escalated issues.
- Maintains accurate IT asset management records for hardware, software, and licenses.
- Supports workstation patching and updates to meet security standards.
- Participates in IT audits and ensures compliance with regulatory frameworks.
Continuous Improvement and Compliance
- Recommends hardware and software improvements.
- Contributes to IT service improvement initiatives and SOP documentation.
- Completes mandatory JCIA, ITIL, and security-related training.
- Stays current with emerging technologies and healthcare IT trends.
Qualifications:
- Bachelor’s Degree in Computer Hardware, Networking, or an IT-related field.
- Microsoft Certified Professional (MCP) or equivalent.
- CompTIA A+ or Network+ certifications preferred.
PROFESSIONAL EXPERIENCE:
- Minimum of three (3) years of experience in end-user hardware, software, and network support practices.
- Knowledge of healthcare IT environments and EMR/EHR systems.
- Knowledge of ITIL-based support processes.
- Knowledge of endpoint protection and security platforms.
- Knowledge of backup operations.
- Skills in deskside/field IT support within enterprise or healthcare environments.
- Skills in Microsoft 365 support and troubleshooting.
- Skills in IT asset management and ticketing tools.
- Skills in professional, courteous, and user-focused service delivery.
- Skills in clear English communication (verbal and written).
- Skills in collaboration with IT peers and multidisciplinary teams.
- Skills in optimising workstation performance and usability.
- Ability to troubleshoot complex technical issues with minimal disruption.
- Ability to adapt quickly to hospital-specific applications and workflows.
- Ability to ensure compliance with security and JCIA standards.
- Ability to work effectively with clinical and non-clinical staff.
- Ability to stay detail-focused and accurate under pressure in fast-paced environments.
- Ability to maintain accurate documentation and apply consistent IT standards.
- Ability to develop simple user guides and FAQ materials for staff.
