Information Systems (IS) Specialist

The Information Systems Specialist acts as the face of Information Technology to hospital personnel by helping to ensure hardware and software solutions meet specifications and user requirements. 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 IS peers while advocating for end users. The IS Specialist provides technical and systems expertise to hospital personnel while working independently and receiving minimal direction from the leadership team. The IS Specialist advances the practice and performance of the Enterprise Service Delivery team and its members by helping to create, implement, and enforce best practices and promote continuous improvement.

KEY RESPONSIBILITIES:

• Provide first level superior customer service to internal and external clients, customers, and patients
• Consult with hospital personnel to determine hardware and software solutions meet defined specifications and research and rectify any reported deviations
• Respond to all reported Information Technology issues to identify and understand reports problems, engage expertise, ascertain and apply solutions, and educate/inform end users of resolutions
• Design and champion required alterations to hardware or software solutions needed to meet business requirements
• Work with leaders and peers to ensure enterprise approach to process, procedures and technology
• 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
• Provide regular on-call duties as scheduled
• Prioritize and escalate critical problems within given guidelines
• Utilize and enhance shared documentation resources to help resolve issues and improve group efficiency
• 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

• 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:
   1. Hands on PC and Macintosh experience in installation, repair and troubleshooting
   2. Expert knowledge of PC hardware and associated subsystems
   3. Expert knowledge of Windows desktop operating systems
   4. General knowledge of MSOffice, Exchange, IE, Safari, Activesynch, MS Project, MSVisio
   5. General knowledge of hospital applications to assist with troubleshooting and service
   6. Knowledge of client-server computing
   7. Knowledge of printer hardware and experience in installation, repair and troubleshooting
   8. Knowledge of basic data communications networking and telecomm equipment, including hubs, routers and cabling infrastructure
   9. Knowledge of LAN/WAN internet working protocols

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal ability to furnish information. 41 CFR 630-1.35.