This is technical services work involving the interpretation, analysis, documentation, and resolution of customer information system-related problems on a departmental basis. Work includes using independent judgment in classifying problems, determining severity/impact and prioritizing resolutions to lessen impact, providing technical advice, correcting hardware and software problems, and providing assistance to users and technical personnel through remote administration of network and use of system monitoring tools, and coordinating problem resolution activities with user, technical and vendor personnel. This position will also serve as a general technical support specialist during high call volume periods by taking incoming requests from various Work is performed under general supervision. This position will have a shared responsibility of alternating weeks of ‘on call’.

ORGANIZATIONAL EXPECTATIONS

Provides a positive and professional representation of the organization.

Promotes culture of safety for patients and employees through proper identification, reporting, documentation, and prevention.

Maintains hospital standards for a clean and quiet patient environment to maintain a positive patient care experience.

Maintains competency and knowledge of current standards of practice, trends, and developments in related scope of job role or practice.

Adheres to infection-control policies and protocols, medication administration and storage procedures, and controlled substance regulations.

Participates in ongoing quality improvement activities.

Maintains compliance with organization's policies, as well as established practices, protocols, and procedures of the position, department, and applicable professional standards.

Complies with organizational and regulatory policies for handling confidential patient information.

Demonstrates excellent customer service through his/her attitude and actions, consistent with the standards contained in the Vision, Mission, and Values of the organization.

Adheres to professional standards, hospital policies and procedures, federal, state, and local requirements, and TJC standards and/or standards from other accrediting bodies.

NONESSENTIAL FUNCTIONS

Other duties as assigned.

ESSENTIAL FUNCTIONS

• Receives, analyzes, and evaluates customer inquiries and complaints regarding system and equipment problems in order to provide support and assistance.• Diagnoses system and equipment failures/problems and corrects utilizing appropriate resources in order to ensure maximum system availability.• Administers and creates user ids and passwords for systems and applications as applicable.• Questions and guides user and technical personnel in order to clarify system/network problems.• Presents technical information and advice clearly, completely, and concisely in order to ensure clear and uniform understanding by users, vendors, and technical personnel.• Documents, analyzes, and categorizes inquiries and complaints in order to determine validity and decide most effective and efficient method of resolution.• Determines by independent judgment when customer inquiries or complaints cannot be resolved at first contact level and assigns inquiry or complaint to technical support group for resolution in order to ensure effective technical support is provided.• Compiles, records, and prepares reports on customer information system inquiries and complaints received and resolved in order to provide information, and identify trends and system weaknesses.• Records service requests and routes them appropriately for action in order to expedite service problem resolutions.• Tracks and monitors all customer inquiries, complaints, and service requests in order to ensure resolution in a timely manner.• Administers warrantee and contract vendor maintenance in order to ensure expedient repair of equipment.• Compiles, develops, and updates reference and instructional manuals in order to continually improve problem resolution techniques.• Gathers, compiles, and assembles technical and statistical data in order to complete documents and/or reports. Work closely with other departments for collaborating IT projects.

Required Skills

Knowledge of computer systems, wide area networks, local area networks, personal computer hardware and software.• Knowledge of remote computer system support functions.• Knowledge of functions, organization, policies, procedures, and regulations of Information Services.• Knowledge of research methods, statistical analysis, and report writing.• Knowledge of desktop automation software.• Ability to work efficiently and effectively in stressful environment.• Ability to communicate effectively orally and in writing.• Ability to establish and maintain effective working relationships.• Ability to work independently and think creatively.• Ability to exercise sound judgment.• Ability to organize, plan work, and manage time effectively.• Ability to review, analyze data, and reach logical conclusions.

FUNCTIONAL DEMANDS

FLSA: Non-Exempt

Inclement Weather: Non-Essential

Physical Demands: Regularly (R), Periodically (P), Essential (E) or Non-Essential (NE) Vision (Corrected/Normal): (R)Colored Vision: (R)Hearing (Corrected/Normal): (R)Sense of Touch: (R)Finger Dexterity: (R)Clear Oral Communication: (R)Pushing: (P)Lifting: (P)Lifting (Floor to Waist): (P)Lifting—12” to waist: (P)Lifting—Waist to Shoulders: (P)Lifting—Shoulder to Overhead: (P)Reaching Overhead: (P), (NE)Reaching Forward: (R)Carrying: (R)Standing: (R)Sitting: (R)Squatting: (P)Stooping: (P)Kneeling: (P)Walking: (R)Stairs (Ascending/Descending): (R)Turning (Head/Neck): (R)Repetitive Leg/Arm Movement: (R)Use of Foot or Hand Controls: (R)Stressful High Pressure: (R)

Required Experience

Associates Degree, BS in Computer Science or 4 years of experience in an IT related role.

A Four (4) year combination of training, experience, and education providing a knowledge of advanced midrange computer, personal computer and personal computer software operations; system monitoring and troubleshooting; computer problem analysis and resolution; and customer assistance and complaint resolution.

Knowledge of computer systems, wide area networks, local area networks, personal computer hardware and software.• Knowledge of remote computer system support functions.• Knowledge of functions, organization, policies, procedures, and regulations of Information Services.• Knowledge of research methods, statistical analysis, and report writing.• Knowledge of desktop automation software.• Ability to work efficiently and effectively in stressful environment.• Ability to communicate effectively orally and in writing.• Ability to establish and maintain effective working relationships.• Ability to work independently and think creatively.• Ability to exercise sound judgment.• Ability to organize, plan work, and manage time effectively.• Ability to review, analyze data, and reach logical conclusions.

FUNCTIONAL DEMANDS

FLSA: Non-Exempt

Inclement Weather: Non-Essential

Physical Demands: Regularly (R), Periodically (P), Essential (E) or Non-Essential (NE) Vision (Corrected/Normal): (R)Colored Vision: (R)Hearing (Corrected/Normal): (R)Sense of Touch: (R)Finger Dexterity: (R)Clear Oral Communication: (R)Pushing: (P)Lifting: (P)Lifting (Floor to Waist): (P)Lifting—12” to waist: (P)Lifting—Waist to Shoulders: (P)Lifting—Shoulder to Overhead: (P)Reaching Overhead: (P), (NE)Reaching Forward: (R)Carrying: (R)Standing: (R)Sitting: (R)Squatting: (P)Stooping: (P)Kneeling: (P)Walking: (R)Stairs (Ascending/Descending): (R)Turning (Head/Neck): (R)Repetitive Leg/Arm Movement: (R)Use of Foot or Hand Controls: (R)Stressful High Pressure: (R)