Overview:
Serves as a senior technical resource responsible for supporting end-user devices and providing mentorship to Analyst team members. Supports devices in clinical and business environments, executing projects, and resolving technical issues. Responsible for securely managing information systems throughout their lifecycle, including; knowing what information systems are within their scope of responsibility, understanding what sensitive data is stored, transmitted, or processed on those information systems, enforcing the security principles of least privilege and least functionality, knowing what events may constitute an information security incident, and understanding their role in security incident response activities.
Provides comprehensive life-cycle end-user device services that support our team member's ability to deliver remarkable patient experiences every time. Provides world-class customer experiences, seeking to delight our team members by understanding their needs, providing the right solution the first time, preventing issues from occurring and timely resolution of problems if they arise. Provides on-site and remote services to every team member, supports corporate devices, including computers, laptops, printers, and mobile devices across the organization and multiple states, whether they work at one of our facilities or from home.
Responsibilities:
Essential Functions
* Installs, configures, and troubleshoots computing devices, peripherals, and software.
* Responds to and resolve service requests and incidents.
* Serves as a technical lead to support Analyst I team members.
* Collaborates with Supervisor and peers to resolve complex incidents.
* Performs root cause analysis and provides technical documentation when appropriate.
* Supports hardware refresh and facility technology deployment projects.
* Partners with vendors on hardware warranty repairs and escalations.
* Supports proactive initiatives such as rounding in clinical and business spaces.
* Maintains asset and inventory records.
* Makes hardware acquisition recommendations including helping users assess needs and providing any necessary quotes and purchasing guidance.
* Assists with the planning and acquisition of new and existing facilities concerning computing devices, monitors, and peripherals such as printers, scanners and related hardware.
* Maintains current knowledge of hardware, software and network technology and recommends modifications as necessary; and performs other duties of a similar nature as required.
* Responsible for maintaining standard production levels
* Assists in process and procedure enhancement and development.
* Maintains and demonstrates professional competency according to departmental policies and procedures.
* Complies with organization and department policies and procedures.
* Supports collaboration with Clinical Informatics and operational teams during proactive rounding and technology deployments to ensure alignment with clinical needs and minimize disruption to care workflows.
Qualifications:
Education
* High School or GED, Required
* 4 Year / Bachelors Degree, Preferred
Experience
* 3 (three) years of technical experience; or, an equivalent combination of education and experience.
* Experience working in healthcare information technology or a similarly complex environment
Licensure/Certification
* CompTIA A+, preferred
* CompTIA Network+, Microsoft Certifications, preferred
Additional Skills/Requirements (required)
* Strong organization skills.
* Ability to work under general supervision.
* Ability to work accurately in high-pressure situations.
* Ability to communicate both verbally and in writing with users of varying levels of education and experience.
* Must stay current with advances in computing technology.
* Manual dexterity to use computer keyboards.
* Must have reliable transportation
* Ability to travel between campus buildings and to remote facilities as needed
* Ability to handle on-call responsibilities as directed
* An affinity for providing exceptional customer service and continuous improvement.
* Works in partnership with Clinical Informatics and clinical users to ensure end-user support activities enhance the usability and performance of technologies in patient care areas.
Additional Skills/Requirements (preferred)
* Mobility to work in a standard office setting and to use standard office equipment, including a computer.
* Stamina to maintain attention to detail despite interruptions
* Strength to lift and carry objects weighing up to 40 pounds
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