IS Specialist - Steward Health Care System

POSITION SUMMARY:

The Information Systems Specialist acts as the face of Information Technology to hospital personnel by helping to ensure hardware and software needs are met and any issues addressed. The IS Specialist provides front line technical support for hardware (i.e. network and telecomm, printers, desktops, monitors/TVs and peripheral devices) and software (i.e. EHR, Office), working as a conduit to any advanced systems expertise needed. The IS Specialist will have daily interaction with end users and provide the highest level of customer service to foster a positive rapport with both hospital personnel and other IS counterparts and act as an advocate for end users. The IS Specialist will be required to work independently with minimum direction from leadership, but also must be able to work on project assignments as necessary.

KEY RESPONSIBILITIES:

• Provide first level superior customer service to internal and external clients, customers, and patients
• Respond to all Information Technology issues to identify and understand reports problems, engage expertise, ascertain solutions, and educate/inform end users of resolutions.
• Support maintenance, updates, modifications, troubleshooting, and assessment of all supported hospital and branch office computers, printers, and other peripheral devices.
• Support deployment, software installation, testing of network connections and varying troubleshooting services.
• Troubleshoot technical problems with workstations and standalone PCs, laser and label printers, network connectivity, and peripheral hardware and bring issues to resolution in a timely manner.
• Provide first and sometimes second level technical support for other Network Technicians and for the Support Center
• Review assigned calls in the call tracking system and take appropriate action to resolve issues. Ensure that all tickets are updated with information in a timely manner
• Prioritize and escalate critical problems within given guidelines
• Utilize and enhance shared documentation resources to help resolve issues and improve group efficiency
• Work with leaders and peers to ensure enterprise approach to process, procedures and technology
• Demonstrate the ability to work with minimal supervision and direction
• Triage calls and user issues to determine bests means for resolution
• Plan and execute moves, adds and changes of PC and Printer equipment
• Maintain a flexible schedule in accordance with the needs of the department
• Mentor and provide guidance to junior Information Systems Specialist team members
• Conform to all departmental and enterprise standards, policies, and procedures
• Provide setup and installation services for networked devices using Steward's standard operating procedures and asset management procedures
• Participate in the execution of large deployment projects and/or departmental moves
• Develop an understanding and awareness of the enterprise, including its objectives, design, strategies, departmental initiatives, staffing and the roles of key players in the organization.
• Occasionally lift and carry supplies and equipment weighing up to 30 pounds
• Maintain a clean and orderly workplace, organizing and properly disposing of hardware, software and miscellaneous items in accordance with hospital, departmental and enterprise standards
• Travel to other sites required
• Perform other duties as assigned

Example of specific duties:

• Add, change, delete of all end-user equipment (printers, desktop, laptops, phones, etc)
• Break/fix and troubleshooting software and hardware issues
• Password Resets
• Basic knowledge of hospital applications to assist with troubleshooting and service
• Network Assistance
  • Power supply replacement
  • Switch rack and stack
  • Walkthrough for cable installs
  • Cable quotes and managing vendor on cable installs
  • UPS battery swaps
  • AP replacement
• Telecom Assistance
  • Maintain and update voicemail system
  • Order replacement equipment
  • Install communication lines
  • Replace phones in patients rooms
  • Fax machine malfunction
  • Install / move data drops
  • Assist with troubleshooting
  • Install TVs
  • Local desktop application support
  • Non-hospital clinical support
  • Project work as assigned

• Demonstrates respect and regard for the dignity of all patients, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment.
• Commits to recognize and respect cultural diversity for all customers (internal and external).
• Communicates effectively with internal and external customers with respect of differences in cultures, values, beliefs and ages, utilizing interpreters when needed.

REQUIRED KNOWLEDGE & SKILLS:

• Strong analytical and problem-solving skills
• Ability to multitask and prioritize work requirements
• Excellent interpersonal and communications skills, including the ability to establish and maintain effective working relationships with others
• Excellent organizational skills
• Ability to follow direction and troubleshoot issues
• Ability to work independently and take initiative over diverse project areas
• Ability to be flexible, versatile, and adaptable in day-to-day activities conducted in a multi-site environment
• Rely on experience and judgment to plan and accomplish goals
• Ability to express ideas concisely and clearly, orally and in writing
• Ability to manage small projects, provide regular communication, and maintain a mutually agreeable schedule
• Ability to effectively prioritize projects and daily workflow
• Ability to effectively prepare presentation material and present information to IS staff, management, hospital personnel and public groups
• Ability to strategically plan and be proactive in approach
• Ability to read, analyze and interpret applicable technical documentation, system reports, software licenses and contracts

EDUCATION/EXPERIENCE/LICENSURE/TECHNICAL/OTHER:

1. Education: 2-year college program certificate, or equivalent work experience
2. Experience: 5 years experience in a customer services focused environments; Healthcare IT preferred
3. Certification/Licensure: Industry standard certification Microsoft Certified Desktop Technician (MCDST), CompTIA A+, and/or CompTIA Network+ is preferred
4. Software/Hardware:
5. Hands on PC and Macintosh experience in installation, repair and troubleshooting
6. Expert knowledge of PC hardware and associated subsystems
7. Expert knowledge of Windows desktop operating systems
8. General knowledge of MSOffice, Exchange, IE, Safari, Activesynch, MS Project, MSVisio
9. General knowledge of hospital applications to assist with troubleshooting and service
10. Knowledge of client-server computing
11. Knowledge of printer hardware and experience in installation, repair and troubleshooting
12. Knowledge of basic data communications networking and telecomm equipment, including hubs, routers and cabling infrastructure
13. Knowledge of LAN/WAN internetworking protocols