Health Information Technology

Implementation and Technical Support Specialist

General Description

Workers in this role will support on an ongoing basis the technology deployed in clinical and public health settings, and maintain systems in clinical and public health settings, including patching and upgrading of software. They also provide one-on-one support, in a traditional "help desk" model, to individual users with questions or problems. Individuals will be cross-trained in the area of on-site user support for the period of time before and during implementation of the health IT systems in a clinical and public health setting. These individuals will provide support services, above and beyond what is provided by the vendor, to be sure the technology functions properly and is configured to meet the needs of the redesigned practice workflow.

Suggested Background

Individuals training for this role will have a general background in information technology or health information management.

Competencies

Workers in this role will be able to:

  • Interact with end users to diagnose IT problems and implement solutions.
  • Document IT problems and evaluate the effectiveness of problem resolution.
  • Support systems security and standards.
  • Assist end users with the execution of audits and related privacy and security functions.
  • Ensure that the hardware/software "fail-over" and related capabilities are appropriately implemented to minimize system downtime.
  • Ensure that privacy and security functions are appropriately configured and activated in hardware and software.
  • Interact with the vendors as needed to rectify technical problems that occur during the deployment process.
  • Work with the vendor and other sources of information to find the solution to a userís question or problem as needed.
  • Execute implementation project plans, by installing hardware (as needed) and configuring software to meet practice needs.
  • Incorporate usability principles into software configuration and implementation.
  • Test the software against performance specifications.
  • Proactively identify software or hardware incompatibilities.
  • Assist the practice in identifying a data back-up and recovery solution, and ensure the solution is effective.
  • Ensure that the mechanism for hardware/software recovery (e.g., data backup or redundant systems) and related capabilities are appropriately implemented to minimize system downtime.
  • Document IT problems and evaluate the effectiveness of problem resolution.
  • Assist end users with the execution of audits.
Implementation and Technical Support Specialist
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