To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values-integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.
Supports all YNHHS remote sites including all YNHHS owned and leased locations, NEMG sites and YSM locations. Resolves connectivity, application, device and network security issues in a timely manner in an effort to ensure uptime and consistency at all locations. Acts as liaison between YNHHS teams and all remote locations including MDs and their office staff by communicating technology related initiatives, downtimes and project timelines. Diagnoses and thoroughly resolves problems by distinguishing between local hardware, application and network problems. Coordinates the expeditious repair or replacement of defective equipment to ensure computer hardware and associated peripherals are functioning as designed. Vigilant for security threats, non-compliant activities and system anomalies. Resolves and documents tickets according to SLA?s.
Responsibilities: 1. Device Deployment 1.1. Deploys new PCs in accordance with YNHHS policies and procedures 1.2. Coordinates all site visits well in advance while minimizing downtime 1.3. Ensures new device meets the requirements of the customer 1.4. Migrates applicable settings and configuration from replaced device 1.5. Assures all asset documentation in Remedy, LANDesk and supporting systems is accurately updated 1.6. Prepares documentation for all remote locations detailing hardware/software configuration and office layout 1.7. Actively communicates with customer and seeks final approval prior to closing ticket 2. Device Repair 2.1. Methodically and efficiently troubleshoots reported problems 2.2. Actively collaborates with customer on problem investigation and resolution 2.3. Effectively utilizes troubleshooting tools and test equipment to identify issues. 2.4. Immediately removes from service any device that poses a risk to the security or integrity of the network 2.5. Thoroughly and accurately documents problem and resolution within the Remedy Help Desk System 2.6. Communicates resolution to customer and receives confirmation of resolution 3. Device Maintenance 3.1. Inspects equipment, associated peripherals, and wiring for signs of pre-failure indicators 3.2. Conducts preventative maintenance on device as prescribe by YNHHS SOP and vendor documentation 3.3. Reports and documents devices that must be considered for replacement or removed from service 3.4. Immediately removes devices from service that poses safety risk 3.5. Actively replaces out of warranty equipment 4. Customer Service 4.1. Continually demonstrates professionalism and respect for the customer and team members. 4.2. Demonstrates exceptional communication skills and self-control during difficult situations 4.3. Takes ownership of issues seeing them through to resolution and closure/Disability/Veteran.
Associates Degree or equivalent combination of education and experience required. Bachelors Degree in Computer Science or related field, preferred
At least 2 years experience supporting desktop computers and peripherals in a Microsoft Active Directory environment. Proficient in all Microsoft client operating systems including Microsoft Windows7 operating systems and Microsoft Office 2013 and above. Knowledgeable of Citrix and VDI based applications and client/server relationships, Internet Explorer, TCP/IP protocols and antivirus solutions. Hands on experience with HP/Microsoft/Apple branded PCs, laptops, netbooks, and printers, including installation, testing, repair and maintenance of Network and PC hardware and software. Knowledge of PMSEMR applications including Epic, GE Centricity, eCLinicalworks, Allscripts and NextGen, familiarity with physician office workflow and processes, desirable
Must have, or obtain within 6 months one of the following certifications, CompTia A+ , CompTia Network +, MCP
Valid driver's license and current proof of vehicular insurance required.
Exceptional customer service as demonstrated by written, verbal, listening, & interpersonal skills. Must demonstrate the ability to act/communicate in a professional and courteous manner. Ability to multitask and prioritize tasks and responsibilities accordingly. Must be able to install commercial and specialized software applications while strictly following internal policies, procedures and best practices. Ability to interact well with multiple groups both internal and external to our organization becoming the single point of contact for problem resolution. Exceptional listening, communication and problem resolution skills. Must be able to deal swiftly and appropriately with difficult situations while always maintaining a tolerant and professional demeanor.
Must take ownership of problem resolution and become an advocate of the customer. Escalates problems and issues directly to the appropriate team members as needed and actively communicates status to customer. Maintains thorough and accurate documentation of ticket status and resolution within the Remedy Help Desk application. Develops and maintains documentation for all remote locations detailing hardware/software configuration and office layout.