Vacancy caducado!
- Escalation and owner of daily IT issues, responsible for troubleshooting all manner of end-user IT problems involving applications, desktop PCs, Laptops, Thin-Client workstations, telephony, peripherals, and mobile devices.
- Utilizing the IT Service Management [ITSM] ticketing system to document all work, including solutions and ensure proper communication of resolution to our customer.
- Answer and resolve inbound technical calls and receive support escalations from teammates.
- Demonstrated ability to follow IT processes and procedures for requests, incidents, problems, service interruptions, and planned downtimes.
- Ability to communicate technical issues with non-technical users.
- Encourages, maintains, and develops a professional business relationship with internal and external customers by providing prompt, efficient and professional service always.
- Deployment of computer hardware, including advanced clinical systems, and Windows-based applications.
- Image management for workstations and Thin-Clients using SCCM and other tools.
- Life-Cycle management and overall support of PCs, Laptops, and Thin-clients in an enterprise environment.
- Responsible for mentoring teammates, documentation, and communication of processes to ensure a consistent user experience.
- Assist with onboarding and offboarding of users, including workstation setup/breakdown and deployment for both office and remote [home] users.
- Identify gaps in training and knowledge with other Support Analysts to improve quality, consistency, and efficiency of the team.
- Identify trends of recurring issues for clients, radiologists, and IT department, and manage problems by working with resources (internal and vendors) to achieve a permanent solution.
- Manage planned and unplanned downtimes by following downtime procedures, document and communicate problems and escalate as needed.
- Ensure proper notification of ongoing issues to the team of any work-around solutions until a permanent resolution is established.
- Responsible for documenting and organizing Knowledge Base articles.
- Maintains patient confidentiality, complies with the Health Insurance Portability and Accountability Act (HIPAA), and secures all operational data.
- Provides on-call support as required
- Travel to Hospitals, clinical sites, and other remote locations as needed.
- Bachelor’s degree in Computer Science, Computer Engineering, Information Technology Management, or equivalent experience
- Healthcare experience in a dynamic, fast paced, environment implementing complex healthcare projects
- Excellent customer service skills, critical thinking, creative problem-solving skills and is self-motivated
- Experience working in cross-functional teams
- Must be a team player, eager to collaborate, flexible and adaptable with a friendly, helpful attitude
- Experience in mentorship, training, and technical writing
- Ability to effectively communicate across all staff/management levels both written and verbally
- Experience with software installation, configuration, and troubleshooting of Radiology IT and Imaging systems
- Working knowledge of computer hardware and networking equipment including troubleshooting TCP/IP, DNS, DHCP, VPN tunnels and configurations
- Demonstrated experience working with and troubleshooting Active Directory, and Citrix
- Experience using IT Service Management [ITSM] tools; preferably Service Now
- Two or more years prior experience in Healthcare IT is desired
- Desired experience in Imaging Informatics project management
- Desired knowledge of Radiology Imaging workflows including PACS systems, DICOM, HL7, FLIR, IHE, HIPPA compliance
- Desired experience in MS Scripting such as PowerShell and programing such as Python
- Will spend 80% of time sitting and 20% of time crouching, crawling, bending and or walking.
- Must have dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.
- Must be able to lift and transport objects such as servers and peripherals and have the flexibility to occasionally inspect cables in floors and ceilings.
- Must have reliable transportation and a valid driver’s license to travel offsite to other remote locations as needed.
Vacancy caducado!