Mis Technician - Grand Bahama

POSITION SUMMARY

The MIS Technician provides Level 1 and Level 2 technical support to Doctors Hospital Health System (DHHS) associates and assists System Administrators, Systems Engineers, Network Engineers, DevOps Engineers, and other MIS personnel with the operation, maintenance, deployment, and support of the organization’s technology infrastructure.

The MIS Technician is responsible for troubleshooting end-user hardware, software, connectivity, accounts, and application issues; deploying and maintaining IT equipment; supporting technology across DHHS locations; and ensuring incidents and service requests are appropriately documented and resolved within established service levels.

The position is expected to independently resolve routine technical issues while appropriately documenting and escalating advanced server, network, cybersecurity, and infrastructure matters to the appropriate senior MIS personnel. The role requires strong technical troubleshooting, customer service, documentation, communication, and organizational skills, as well as the ability to work effectively in a fast-paced healthcare environment.

ESSENTIAL FUNCTIONS

Technical Support Service Desk: Provide Level 1 and Level 2 technical support to DHHS associates for desktops, laptops, printers, mobile devices, applications, peripherals, and other supported technology. Respond to Help Desk calls, service requests, incidents, and technical support inquiries in a timely and professional manner.

Create, update, manage, and close support tickets in accordance with established MIS procedures and service level agreements. Troubleshoot and resolve routine hardware, software, application, account, printing, and connectivity issues. Provide remote and on-site technical support as required. Maintain regular communication with associates regarding the status of incidents, service requests, and assigned technical issues.

Escalate unresolved or advanced technical issues to the appropriate System Administrator, DevOps Engineer, Network Engineer, or other senior MIS personnel. Hardware Software Deployment: Install, configure, deploy, troubleshoot, repair, replace, and maintain computers, monitors, printers, UPS systems, mobile devices, peripherals, and other IT equipment.

Install and configure operating systems, approved applications, endpoint security software, patches, updates, and other authorized software. Prepare and configure technology equipment for new associates, department moves, equipment replacements, and new or expanded DHHS locations. Assist with equipment refreshes, technology upgrades, system deployments, office moves, and new site implementations.

Ensure deployed equipment is appropriately configured, documented, and added to applicable asset records. Coordinate equipment repairs, replacements, and warranty-related services as required. User Accounts Access Support: Assist with employee onboarding and offboarding activities, including preparation and deployment of assigned technology.

Provide authorized password resets and account troubleshooting in accordance with established access-control procedures. Assist with Microsoft 365, Active Directory, shared folders, printers, and other authorized resources. Support user access issues and escalate matters requiring elevated permissions or administrative intervention.

Follow established procedures for access provisioning, modification, and removal. Protect account credentials and confidential information and maintain appropriate access-control practices. Network Connectivity Support: Perform basic troubleshooting of wired and wireless network connectivity. Troubleshoot connectivity issues involving TCP/IP, DNS, DHCP, network ports, patch cables, wireless connections, and related endpoint configurations.

Perform basic network connectivity testing and identify potential hardware, cabling, or configuration issues. Assist senior MIS personnel with the installation, replacement, and maintenance of switches, wireless access points, UPS systems, servers, and other infrastructure equipment. Escalate advanced networking, firewall, server, infrastructure, or connectivity issues to the appropriate senior MIS personnel.

Systems Monitoring Infrastructure Support: Monitor applicable endpoint security, patch management, system monitoring, and infrastructure monitoring tools. Identify and report system alerts, equipment failures, security concerns, or other issues requiring attention. Assist with routine system checks, maintenance, upgrades, deployments, and infrastructure projects under the direction of senior MIS personnel.

Assist with the implementation and maintenance of technology infrastructure across DHHS locations. Provide support during system upgrades, technology implementations, and infrastructure projects. Maintain accurate information regarding assigned equipment, systems, incidents, and technical activities. Healthcare Technology Support: Provide technical support for approved clinical and healthcare technology within the scope of the position.

Respond promptly to technology incidents that may affect clinical departments or patient-care operations. Prioritize and escalate technical issues that may impact patient safety, clinical operations, or critical hospital services. Work collaboratively with clinical departments and senior MIS personnel to restore affected technology services.

Maintain appropriate documentation of incidents affecting clinical or patient-care operations. Asset Management Technical Documentation: Maintain accurate asset and inventory records for computers, monitors, printers, network equipment, mobile devices, UPS systems, and other technology. Record equipment assignments, movements, replacements, repairs, and disposals in applicable asset management systems.

Maintain and update technical documentation, including equipment information, troubleshooting procedures, network information, and knowledge-base articles. Document technical solutions and recurring issues to support knowledge sharing and efficient issue resolution. Ensure assigned tickets and technical records contain accurate and complete information.

Cybersecurity Compliance: Follow DHHS cybersecurity policies, confidentiality requirements, access-control procedures, and established MIS standards. Apply approved endpoint security controls, patches, updates, and other security measures within the scope of the position. Immediately report suspected cybersecurity incidents, unauthorized access, malware, phishing attempts, suspicious activity, or other security concerns to the appropriate senior MIS personnel.

Maintain confidentiality and protect patient, associate, and organizational information. Follow established procedures for the secure handling of equipment, credentials, systems, and information. Participate in cybersecurity awareness, compliance, and technology-related training as required. Vendor Stakeholder Coordination Liaise with technology vendors, service providers, telecommunications providers, and other IT personnel as directed.

Assist with troubleshooting, warranty claims, equipment repairs, service requests, and technical problem resolution. Coordinate with internal departments to understand technical requirements and resolve technology-related issues. Provide accurate and timely updates regarding incidents, outages, projects, equipment, and assigned tasks.

IT Projects Operational Support Participate in IT projects, equipment refreshes, new clinic and site deployments, office moves, system upgrades, and technology implementations. Assist with the preparation, installation, configuration, testing, and deployment of technology associated with projects. Support MIS operations during system changes, upgrades, migrations, and other technology initiatives.

Participate in team on-call rotations and shift schedules as required. Support MIS operations during natural disasters and emergencies in accordance with DHHS Hurricane Preparedness and Business Continuity procedures. Travel between DHHS locations within New Providence, throughout The Bahamas, and to other locations where DHHS may operate.

Perform other technology-related duties and projects as assigned by the appropriate MIS leadership. ROLE SCOPE ESCALATION The MIS Technician is expected to independently resolve routine end-user, hardware, software, account, application, and connectivity issues within established MIS procedures, technical standards, and authorized access levels.

The following matters must be appropriately documented and escalated to the System Administrator, DevOps Engineer, Network Engineer, or other designated senior MIS personnel: Advanced server administration. Virtualization administration. Group Policy administration. Enterprise backup systems. Firewall configuration or advanced firewall troubleshooting.

Advanced network configuration. Major infrastructure changes. Significant cybersecurity incidents. Critical system outages. Issues requiring elevated administrative access outside the technician's authorized scope. Any technology incident that may significantly affect patient-care operations or business continuity. The MIS technician is responsible for recognizing the limits of their technical authority and escalating issues appropriately to minimize service disruption and operational risk.

CAREER DEVELOPMENT: The MIS Technician position provides a technical development pathway toward advanced MIS roles, including System Administrator, Network Engineer, Security, DevOps, or other infrastructure-focused positions, as the Associate develops the required experience, technical competencies, certifications, and organizational knowledge.

DHHS supports continuous learning and professional development to strengthen technical capability and prepare associates for increased responsibility within the MIS function. Knowledge, Skills and Abilities: Strong technical troubleshooting and problem-solving skills. Ability to diagnose and resolve routine hardware, software, application, account, and connectivity issues.

Strong working knowledge of desktop and end-user computing technologies. Basic understanding of networking, infrastructure, cybersecurity, and endpoint management. Strong customer service and interpersonal skills. Excellent verbal and written communication skills. Strong documentation and record-keeping skills. Ability to prioritize multiple incidents, service requests, and projects in a fast-paced healthcare environment.

Ability to work independently while recognizing when an issue requires escalation. Ability to communicate technical information clearly to users with varying levels of technical knowledge. Strong attention to detail and follow-through. Ability to work effectively as part of a multidisciplinary MIS team. Ability to maintain confidentiality and protect patient, associate, and organizational information.

Ability to adapt to changing technologies, systems, and organizational requirements. Demonstrates willingness and ability to continuously develop technical knowledge and skills.