I. JOB SUMMARY
Provides technical assistance and training to staff by performing the following duties:
Systems Analysis and Programming, Customer Support Services, Technical Support, and Hospital Application Development and Support, and Overall IT Support. Tasks will include project management; analysis and design of complex business solutions; customer interaction; analysis of business processes and recommendation of improvements; preparation of project documentation; interaction with vendors for questions/resolutions; testing and implementing of new/upgraded software products, working closely with vendors and providing courteous and efficient support to the customer’s. Coordinate activities to ensure that processing efficiency and user satisfaction is maintained.
II. DUTIES AND RESPONSIBILITIES
Perform specified tasks related to solving software issues as related to IT Requests or project assignments.
Receives and responds to incoming calls, pages, and/or e-mails.
Assist with installation, configuration, testing, maintenance, monitoring and troubleshooting of networked peripheral devices, cabling, and networking hardware and software products.
Provide support and technical issue resolution via E-mail, phone, and other electronic medium.
Monitors and test network performance and provides network performance statistics and reports.
Maintain a general understanding of the OS and application operations related to organization offered services.
Identify and correct or advise, on operational issues in computer systems.
Assists with performing on-site analysis, diagnosis, and resolution of complex network problems. Recommends and implements corrective hardware and software solutions, including off-site repair.
Performs data closet management.
Prepares and ensures accuracy of documentation.
Provide maintenance of data center including servers, storage units, and appliances.
Assist in the setting of standard and procedures for the Department.
Analyze, evaluate, and complete work requests relative to software systems.
Understand and support/follow the strategic direction of the IT Department and the enterprise as a whole.
Maintain a constant commitment to quality customer service and is proactive in offering recommendations for improvements in the hospital environment as it relates to IT.
Participate or lead initiatives or IT projects as requested by management.
Develop and maintain comprehensive knowledge of installed software and keep current on changes and updates.
Develop and maintain a comprehensive knowledge of the business units supported by the IT Department.
Other Duties as assigned
Applications/Systems Development & Support
Recognize, identify and coordinate changes to operational areas where existing policies and procedures require change, or new ones need to be developed Determination of project assignments’ scope and installation timeline.
Provide support in response to user problems or questions.
Analyze application compatibility with existing Desktop PC Standards.
Create, install and document application installations.
Coordinate technical resources for projects.
IT Support Systems
Work with others to design, implement and support near real time interfaces with existing system resolutions of operating system or hardware issues that affect production.
Support in response to user problems or questions referred by customers or other areas of IT.
Work directly with the customer base to understand their business and functional requirements and recommend solutions.
Provide on-going (business and/or technical) support and improve customer relations for assigned applications.
Provide effective cross training and vital skills back up. Ensure that the proper training, documentation, and operational procedures are in place within departments.
Interact with vendors to evaluate/analyze technical solutions.
Planning, testing, and implementation of network hardware and software upgrades, fixes, and releases.
Maintain confidentiality in all matters.
Interact with staff, physicians, Board members, outside agencies, consultants, etc.
Relay information appropriately over telephone, pagers, and other communication devices.
Willingness to assist others as needed.
Work closely with other staff, physicians, Board members, outside agencies and consultants to support the mission and vision of NCMC.
Initiate problem solving and conflict resolution skills to foster effective work relationships with peers.
Remains flexible to extended hours, evenings and weekends as dictated by assignments.
Attend staff meetings, in-services, and continuing education.
Respond to problems/opportunities to improve care/customer service.
Support involvement in the hospital's Performance Improvement initiative.
Participate in and maintain competencies required for the position and specific unit/area(s) of assignment.
H. Customer Service Standards
Provide excellent service in carrying out North Canyon Medical Center’s Mission and Vision.
Live service excellence every day; utilize the service standards in contacts with internal and external customers.
Take the opportunity to own, address and resolve any customer complaint or need that comes to your attention. Help others to practice and promote North Canyon Medical Center commitment to service excellence.
Demonstrate behaviors that promote cooperation and teamwork with internal and external customers.
Identify a specific improvement that has resulted from organizational improvement activities at North Canyon Medical Center.
Demonstrate or verbalizes proper procedures in responding to fire drill (RACE), codes, and disasters, hazardous spills.
Demonstrate safe work practices appropriate for the position, i.e., how to report a safety hazard, proper body mechanics, or use of personal protective equipment.
Demonstrate knowledge of Mission; Vision; Values; Pillars; Code of Conduct; attend and document required education.
Demonstrate or state an understanding of standard precautions appropriate for the assigned position and the environment in which it is located.
Maintain confidentiality of all personnel and patient information including electronic and print.
III. JOB REQUIREMENTS
- Bachelors degree in Information Technology related field; or Four years of experience in a network operating center.
- Have or able to obtain within six months of employment two of the following certifications; CCNA, CCDA, CCNP
C. Certifications with Microsoft, Juniper, ISC2, and/or ITIL is a plus. Ability and willingness to demonstrate and maintain competency as required for job title.
D. Excellent communication skills to include oral and written comprehension, and oral and written expression.
E. Ability to manage a fast-paced, challenging work environment.
F. Ability and willingness to exhibit behaviors consistent with standards for performance improvement and organizational
values (e.g., efficiency & financial responsibility, safety, partnership & service, teamwork, compassion, integrity, and trust & respect)
G. Ability and willingness to exhibit behaviors consistent with principles for service excellence.
H. Ability to handle detail, multiple tasks, and short notice deadlines, with daily reprioritization of work.
I. Ability to work independently with little or no supervision, and a minimum of instructions.
J. Ability to manage conflict, work under pressure, and diffuse potentially stressful situations.
K. Excellent organizational and planning skills.
L. Self-starter who is highly motivated flexible and professional.
M. Accountable for work performed.
N. Must have software knowledge or equivalent (e.g. Microsoft Word, PowerPoint, Excel, Microsoft Outlook/e-mail program).
Important information: This section describes the anticipated typical means of accomplishing the essential functions of the job. Should you be unable to accomplish any function, or to perform it in the manner described, you may request reasonable accommodation pursuant to the Americans with Disabilities Act and the Idaho Human Rights Act. Your request for reasonable accommodation should be accompanied by a description of how you propose to perform the essential function.
Role: IT Network Specialist
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