This position coordinates the Information Services technical and administrative tasks for all HCD business sites and facilities as assigned. This position supports the network computing operations and infrastructure inclusive of voice and data systems. Responsibilities include supporting the electronic medical record (EMR) and revenue cycle computer systems, and the IT network functions of WAN, LAN, and telephone systems in collaboration with the HCD enterprise Information Services staff. In addition, the position is responsible for direct support of all local (user level) computer hardware, operating systems, and appropriate backup procedures and policies. The employee has twenty-four (24) hour on call responsibility for the performance of appropriate maintenance and assists with assurance of all regulatory requirements and standards. This position is responsible for day to day IT support operations at all business sites as assigned, and for working collaboratively with corporate Information Services resources to ensure appropriate support backup is provided as required. Participation in the enterprise Information Services rotating twenty-four hour (24/7) on-call schedule to support the corporate Information Services Operations Help Desk requests is required.
Actively participates in daily/weekly/monthly Information Services management meetings as directed.
Maintains compliance with IT data and voice policies and procedures.
Maintains all documentation and implementation standards, inclusive of IT licensing and maintenance requirements for the center’s software media, network security and hardware procedures.
Keeps abreast of best practices in the IT design, implementation and support of medical facilities. Brings value to the center with suggestions and implementations of these best practices.
Participates in 24/7 on-call technical support to staff, both remotely and locally on an as needed basis.
Participates and supports HCD IT quality improvement processes regarding requests for services and daily support/Help Desk processing. Monitors Help Desk calls daily and provides customer service as required in a timely manner.
Establishes, implements, and ensures compliance with IT Corporate and center’s policies and procedures.
Assists with documenting and investigating incidents and accidents to determine contributing factors and details regarding the incident. Ensures that notifications are complete and appropriate documentation and interventions are in place. Communicates clearly and efficiently with site or unit management and staff and IT Services Manager in a proactive and customer service oriented manner.
Assists and participates in activities related to the inspection/investigation of the center by regulatory or accrediting agencies.
Enforces and maintains IT Security Policies in cooperation with and under the direction of the IT Security Manager.
Performs all installations and maintenance of all appropriate IT system upgrades and changes required for operating efficiently.
Provides support/research and recommendations for budget items for sites as requested.
Supports and demonstrates practices consistent with the center’s mission, philosophy, standards, policies and procedures.
Performs special projects as directed by management.
Responsible for maintaining desktop inventory, project requirements, trouble ticket management and prioritization of work requests as directed.
Provides daily/weekly or biweekly verbal and written status reports to management, appropriately.
Provides vendor support regarding interfacing issues, HL7 or VPN connection as requested.
Acts as Information Services liaison for projects, sites, or business units as assigned, and IT resource for projects as required.
Accurately predicts required resources for assistance with project evaluations and requests assistance as needed for success.
Emergency duty may be required of the incumbent that includes working in special needs or Red Cross shelters or to perform other emergency duties including, but not limited to, responses to threats or disasters, man-made or natural.
High school diploma or GED required. Associate’s Degree required in Computer Science, Engineering, and Applied Sciences or in a related field preferred.
Three (3) to five (5) years experience supporting desktop, file server, and network infrastructures, and supporting hardware and software required. Familiar with network cabling (specifically Ethernet and fiber standards). Experience in a health care related setting preferred.
A+, Network+, CCENT, MCSI preferred.