Company: KFMC Health Improvement Partners
Position: IT Support Specialist
Job Classification: Exempt, Full-time
Work Schedule: Mutually Determined (work mostly from 8-5, M-F)
Reports to: Client Services Manager
Pay Range: $60,700 - $67,900 Annually (depending on experience/expertise)
Location: Topeka, KS (on-site). This can be a hybrid or in-office position; would need to be located in the Topeka area.

KFMC Health Improvement Partners (KFMC) is a not-for-profit organization focused on improving healthcare quality.  We inspire meaningful change and sustained high performance within the organizations and communities where we work. We’re a diverse team of multi-disciplinary professionals all focused on the same vision…best health outcomes for everyone. We believe our team members do their best work when they love what they do, and we have created an environment that fosters creativity, excellence and fun! We prioritize and value the things that are important to us, both as people and as professionals, including flexibility and a family-friendly culture. KFMC is currently seeking an experienced IT Support Specialist.  This position will be the go-to person for all IT-related issues, providing prompt, professional, and friendly support to our team. This position will play a critical role in maintaining KFMC’s IT infrastructure, troubleshooting hardware and software issues, and ensuring our systems run smoothly. This position will be supported by our trusted Managed Service Provider (MSP) to help manage and maintain our IT infrastructure effectively. Graduate of an accredited college or university with a bachelor’s degree in technology or computer science.  Experience may be substituted for all or part of the educational requirements.  A minimum of five years’ experience in information systems is required, with a preference in supporting network infrastructure.

Primary Accountability:
This position is responsible for providing technical support to KFMC systems and system users. Responds to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution resources to research, troubleshoot, and deliver solutions. Escalates problems to appropriate levels or teams to achieve issue resolution. Evaluates and defines technical problems and works with leadership/security staff/IT Contractors to determine solutions as needed. Assists users in implementing solutions.   Assists in the deployment, installation, maintenance, and general support of systems. Performs ongoing activities to maintain and enhance overall system performance. May help perform system backups and recovery and install new software. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality.

Major Duties:

• Assists with the maintenance and administration of KFMC servers, network and windows domain functions. Assist with the management and monitoring of all infrastructure and system installations, including configurations, testing, and maintenance.
• Implements automation as directed and required for better efficiency and reviewing information security aspects with security consultants.
• Install and configure operating systems, software, and hardware components, and clearly document the design, maintenance, and support procedures for routine tasks to leverage support services staff.
• Assist with conducting high-level root-cause analysis for service interruption and establish preventive measures.
• Develops recommendations for system and process upgrades.
• Enhances information systems results by identifying information systems technology opportunities and recommending projects to meet system strategies.
• Assists with the creation and maintenance of all security related documentation and logs.
• Assist in ensuring KFMC’s compliance with regulatory requirements, policies are in place, and that procedures are documented, implemented, and communicated to all individuals impacted.
• Assist with managing a process for identifying vulnerabilities in our current network.
• Monitor network usage to ensure compliance with security policies.
• Keeping up to date with developments in systems design and management.
• Assists with safeguarding assets by planning and implementing disaster recovery and back-up procedures and information security and control structures.
• Assists with response to physical and logical security incidents through remediation efforts including implementation of a secure infrastructure and the development of and adherence to incident response and recovery processes.
• Administers, maintains, develops and implements policies and procedures to ensure security and integrity of data.
• Controls and monitors user access to data. Ensures adequate access controls are in place for all protected and sensitive data. Protects data from unauthorized users and uses.
• Assists to resolve database access, performance and capacity issues.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Assist with documenting any security breaches and assessing their impact.
• Provides new employee security training and orientation.

Qualifications:

• Graduate of an accredited college or university with a bachelor’s degree in technology or computer science. Substantial experience may be substituted for all or part of the educational requirements.
• A minimum of five years’ experience in information systems is required, with a preference in supporting network infrastructure.
• Experience with or knowledge of operating systems, current equipment and technologies, enterprise backup and recovery procedures, system performance-monitoring tools, active directory, virtualization, HTTP traffic, content delivery, and caching is preferred
• Strong and effective written and verbal communication skills.
• Interpersonal skills to collaborate effectively with internal and external customers.
• Strong attention to accuracy and detail required.
• Ability to identify and initiate process improvements.
• Ability to communicate effectively and express comments and opinions clearly and concisely in a diplomatic manner.
• Strong organizational skills and the ability to coordinate multiple projects.
• Professional attitude and the ability to maintain confidentiality.
• Demonstrated ability to work independently and as a team member.
• Must have the ability to appraise any situation and exercise good judgment.
• Ability to work independently and make decisions based on contract policies and procedures.
• Ability to demonstrate proficiency in planning, organizing, and problem-solving techniques.
• Represent KFMC professionally in appearance and conduct.

Physical Demands:

• Ability to sit for extended periods of time.
• Ability to read computer screens and mail.
• Ability to unpack and move supplies up to 50 lbs.
• Ability to drive an automobile.
• Ability to travel as directed by position requirements

Work Environment:

• Professional and deadline-oriented environment in an office setting.
• Interaction with internal and external customers.

Additional Duties:
Additional duties and responsibilities may be added to this job description at any time. The job description does not state or imply that these are the only activities to be performed by the employee(s) holding this position. Employees are required to follow any other job-related instructions and to perform any other job-related responsibilities as requested by their supervisor.