Job Purpose to manage the HCM client systems (hardware and software), printers, mobile devices, carts and related components impacting business operations and patient care. Further, job purpose requires the application of industry specific techniques (ITIL), procedures related to a service level (SLA)/metric driven organization with a focus on customer service and professionalism. Additional functional requirements include application upgrades, hardware troubleshooting/inventory (PC’s, printers, scanners, mobile devices & carts), client security, answering support calls, technical documentation and user training. Job skills include:

• Work in a centralized team to answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, remote and in person requests for assistance from end-users experiencing problems
• Interview users to collect information about problems and lead users through diagnostic procedures to determine the source of error
• Troubleshoot issues with network, end-user workstation (x86) hardware, thin clients, software (Windows OS), and peripheral devices; installation of new Windows based desktop & laptop clients
• Proactively maintain infrastructure with latest firmware, updates, and patching.
• Ability to effectively prioritize and execute multiple tasks in a high-pressure environment.
• Ability to build effective working relationships with fellow IT employees and users.
• Effectively collaborate with all levels in the organization; includes listening, verbal, presentation, and written skills.
• Experience working in a team-oriented, collaborative environment.
• Must make and deliver on aggressive commitments.
• Demonstrate a proactive approach to solving issues.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Able to work with minimal supervision.

• Participate in a 24/7 on-call rotation

• Document and maintain best-practice procedures and technical documentation
• Perform technical feasibility and evaluation of proposed client-side product solutions and platforms to ensure business requirements, performance, capacity and security objectives.

Behaviors

• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Team Player: Works well as a member of a group

Motivations

• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization