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Technical Writer/Desktop Support Technician

Technical Writer/Desktop Support Technician

 SUMMARY:

 

Demonstrate Christ-like behavior and attitude in all job duties and responsibilities.

The IT Technical Writer is responsible for creating technical documents and manuals, explaining complex information in a clear and concise manner and working with clinic staff to ensure accuracy of documentation. This position is also responsible for new staff onboard training and continuing training.

The Desktop Support Technician ensures the stability and integrity of in-house and hosted applications and workstations. This position requires the installing, upgrading, managing, monitoring, administering and supporting of all the company’s IT equipment and systems. In addition, this position will assist Clinic staff with the technical support of desktop computers, applications and related technology. Desktop Support which includes specifications, installation, and testing of computer systems and peripherals within established standards and guidelines.  Interacts with application software and operating systems to diagnose and resolve unique and non-recurring problems.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

 

  • Plan, develop, organize, write and edit operational procedures and manuals
  • Research, develop and document technical design specifications and test scripts
  • Produce electronic documentation in addition to hard copy manuals
  • Maintain a comprehensive library of technical terminology and documentation
  • Analyze documents to maintain continuity of style of content
  • Manage updates and revisions to technical literature
  • Train new hires in company use and procedures related to IT equipment and systems
  • Provide training and education in all company applications
  • Deploy IT enterprise equipment including workstations, printers, servers, storage arrays, tape libraries, application appliances, switches, firewalls, UPS, Mitel phone system and other hardware.
  • Participate in deploying new and existing equipment, hardware, and software upgrades.
  • Create and maintain documentation as it relates to installation, configuration, maintenance and service records.
  • Provide updates to IT Systems Manager and company leadership on detailed project plans, schedules, and related project documentation.
  • Assist staff with the installation, configuration, and ongoing usability of computer systems, peripheral equipment and software within established standards and guidelines.
  • Assists in the maintenance of network servers and associated equipment.
  • Installs software, patches, and updates on computer system.
  • Performs upgrades and repairs on systems.
  • Assists in maintaining LAN/WAN desktop connections including cabling, client installations and printers.
  • Provide hands on break-fix repair services at all LACHC locations.
  • Travel to various LACHC site locations for maintenance and support issues.
  • Assists in the training and orientation of LACHC staff on the use of hardware and software.
  • Other duties may be assigned.

 

QUALIFICATIONS:

 

To perform this job successfully, an individual must be able to accomplish each essential duty satisfactorily. The following requirements are representative of the knowledge, skill, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Bachelor’s Degree in Information Systems or related field
  • Proven experience working in a technical writing position
  • Excellent written and verbal communication skills
  • Able to write in explanatory and procedural styles for multiple audiences
  • Knowledge of Electronic Medical Records Systems, preferably eClinicalWorks.
  • Knowledge and ability to administer several of the following applications:

Microsoft Office 2010/2013/365, Microsoft SharePoint, eClinicalWorks, Kaspersky Endpoint Security, Symantec BackupExec, BridgeIT, QS/1

  • Ability to troubleshoot basic network, software and printing problems.
  • Highly self-motivated, with keen attention to detail.
  • Works well without direct supervision.
  • Ability to multi-task and work well under pressure.
  • Initiative and good judgment.
  • Works well in a team environment.
  • Responsibilities require independent analysis, communication and problem solving.
  • Maintain company and patient confidentiality.
  • Certifications in MCDST or MCSE, CCNA, CCNP, A+, Network+ highly desired.
  • CPR Certification
  • Must be able to carry equipment weighing up to 50lbs up and down stairs

 

EDUCATION and/or EXPERIENCE

 

A minimum of four years work experience or a combination of education and experience. Experience with technical writing, user training, including classroom training, troubleshooting hardware issues and replacing hardware on desktop computers in a corporate environment, including laptop PCs, printers, telephones and other peripheral devices.  Experience installing software, patches, updates on computer systems, troubleshooting basic network issues, software and printing problems.  Experience with RJ11 and RJ45 cabling. Experience with Mitel 33xx MX System or equivalent. Experience with Microsoft SharePoint, Experience with Virtual environments a plus. Experience in a medical environment preferred and experience with medical PM and EMR applications a plus.

 

COMPUTER SKILLS:

 

Computer literate with ease in operating Microsoft Office 2010/2013/365, and other business software programs related to job functions.

 

LANGUAGE SKILLS:

 

Able to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and government regulations. Ability to write reports, business correspondence, and grant proposals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Ability to comprehend and follow oral and written instructions.

 

PHYSICAL DEMANDS:

 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit for extended periods of time. The employee frequently is required to talk or hear. The employee is occasionally required to stand, walk, use hands to finger, handle, or feel, and reach with hands and arms. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.  The employee must occasionally lift and/or move up to 75 pounds.  Ability to independently carry equipment up to 30 pounds up and down stairwells. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

WORK ENVIRONMENT:

 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job in an inner city primary care clinic. Employee will typically work in a comfortable office environment. The noise level in the work environment is moderate.  Employee may be exposed to some abuse from angry employees or guests. Employee may be regularly exposed to some risk of communicable disease from guests of facility, exposure to TB and other respiratory diseases.

Regular, Full-time, Non-Exempt position. Medical, dental and Vision benefits.  403B retirement plan with employer match. Equal Opportunity Employer.  We will consider candidates with criminal histories. Salary Range $51,820 – $77,729.  Please submit resume to cbarnes@lachc.com .

 

Job Type: Full Time
Job Location: Downtown Los Angeles

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