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Technical/Software Support Staff


General Description

Workers in this role will support on an ongoing basis the technology deployed in clinical and public health settings. Workers in this role 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.

Suggested Background

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


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.
  • Incorporate usability principles into ongoing software configuration and implementation.
  • 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 user’s question or problem as needed.

Technical/Software Support Staff Application (PDF - 50KB)