IT Systems Support Engineer - Associate

All the benefits and perks you need for you and your family:

- Benefits from Day One

- Paid Days Off from Day One

- Student Loan Repayment Program

- Career Development

- Whole Person Wellbeing Resources

- Mental Health Resources and Support

Our promise to you:

Joining AdventHealth is about being part of something bigger. It's about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full Time

The role you'll contribute:

We are here to serve the mission, vision, and values of the organization for our staff, IT team, Physicians, and clinicians alike. Our task is to ensure they can achieve the objectives of providing better service (servitude) and quality care (patient care). By doing so, we are aligning ourselves to the business to achieve the desired business outcomes while innovating and leading the way in the use of information technology in a healthcare setting. Aiding our customers in understanding the work we are doing for transparency and demonstrating that we understand their business. Systems Support is here to build a legacy and serve a purpose greater than our individual needs.

Systems Support works daily to drive results, solve problems, and serve with pride knowing that we are owning it and making a difference. Our Systems and Solutions will be documented, updated, and supported in support of organization mission to extend the healing ministry of Christ through the hands of our care givers. We seek challenge to learn, grow, and inspire others in supporting their solutions to the best of their ability through collaboration and solution ownership/partnership. We will listen, learn, and empathize with our service partners and customers alike to demonstrate that we care and are here for them.

Our desire is to build a diverse culture of collaboration where each team member has the opportunity to grow, learn and set the standard for IT Support across our organization. Our drive to serve and make it easy, own it, love, and keep our IT teams and customers safe will continue to define our teams' culture.

Responsibilities:

• Under supervision, develops and implements support documentation that provides detailed overview of managed systems.

• With guidance, creates IT solutions through process documentation for AdventHealth.

• Under guidance works closely with system vendors in maintaining application versioning and ensure systems are updated quarterly.

• Initiates under supervision communication with system stakeholders to bring awareness to applications changes that impact workflow.

• Responsible for maintaining product support and reliability. Communicates changes & provides training/documentation to affected users.

• Monitoring - provide appropriate documentation to management, detailing the root cause analysis of outages.

• With training and supervision is able to participates in Operational projects and release updates using departmental and organizational reporting templates/standards.

• With training and supervision can communicate project status and progress to project stakeholders, project managers using departmental and organizational reporting templates/standards.

• With training and supervision all incidents and requests should adhere to the organizational requirements. Completion of the incidents and requests should also meet the specified SLT and SLA requirements. Provides technical support for escalated incidents, identifying root cause and restoring service. Documenting all tickets with the work performed on the incident/request towards resolution.

• Service Oriented: Listens to and understands the customer, anticipates customer needs, and gives high priority to customer satisfaction.

• With training and supervision can prepare training plans and conducts staff training as required to implement projects and orient new staff.

• With training and supervision follows formal project methodology to develop and fully document project plans which includes defined, project scope, risks, communication plan, and project schedule (work breakdown structure).

• With training and supervision is able to complete projects on time within established or negotiated deadlines and within established budget.

• Under guidance and supervision performs post project implementation review (lessons learned) and identifies areas for improvement

• With training and supervision meets due dates as assigned by SR/Lead of the team and the IT-IS Manager.

• With guidance and supervision communicates changes effectively, while providing well defined implementation and communication plans for proposed changes. Collaborates with affected customer and IT teams in establishing support during any planned downtimes due to the change.

• Change Control - Under supervision, adheres and follows all change management policies to ensure that the work is documented and meets the organizational requirements. This includes the creation, submission, review, and periodic representation of changes in the weekly change management meetings.

• With training and supervision is able to manage and maintain virtual and physical servers.

• Demonstrates the understanding of basic networking, port configuration, and server configuration.

• Technical System Support - Under direction and with guidance works with other technical teams to implement, configure, and support device integration applications, hardware, and document technical support documents for the implemented systems.

• IT Product Owner: Owns and supports applications with low-medium complexity. Under guidance and supervision develops technical and administrative documentation outlining the support of the application.

• With guidance is able to troubleshoot issues and outages related to owned and supported systems/solutions.

• Demonstrates the ability to adapt work activities to sudden or unexpected changes, delays and events that directly impact current work assignments, project schedules and/or timelines.

• Accepts accountability for own actions and always working to improve individual performance ensuring the best job possible at all times. Recognizes need and demonstrates a willingness to work extended hours or offer assistance as necessary to complete projects or resolve critical events.

• Volunteers readily and seeks increased responsibilities willingly in support of the company and team goals. Submits suggestions for improving work processes and the workplace. Develops innovative approaches and ideas to solve repetitive problems.

• Prioritizes and plans all work activities, using time in an effective and efficient manner.

• Approaches others in a tactful, professional manner treating them with respect and consideration. Reacts well under pressure, demonstrates appropriate behavior under stressful situations, able to remain in control of personal emotions.

• Participates in on-call rotations and makes themselves available for after-hours issues. Utilizes good judgment to recognize when additional assistance is needed and timely escalates complex incidents. Communicates effectively with customers, teammates and leadership throughout all on-call and major incident processes. On-call activities are accurately and timely documented and reviewed with leadership.

• Maintains an active, working personal cellular phone at all times in order to support the technology systems and services of our hospitals. Position requires that employee must have and maintain the ability to make and receive business related phone calls and text messages 24 hours a day, seven days per week. Ensures the AIT emergency and CFD Systems Support on-call lists accurately reflect employees cellular phone number at all times.

• Ensures availability during business hours. Adheres to organizational and departmental availability and attendance guidelines.

• Maintains an active, working high-speed home internet service/connectivity at all times in order to support the technology systems and services of our organization. Position requires that employee must have and maintain the ability to connect securely to the Adventist IS server infrastructure 24 hours a day, seven days per week.

• Demonstrates ability to work ethically and with integrity, upholding all organizational values, always treating others with honesty, forgiveness, mild tempered, pleasantness, proper speech, and with kindness and respect.

• Demonstrates a general understanding of business decisions and impacts on patient care and financial applications with an orientation towards efficiency and the company's Mission goals, patient safety and regulatory requirements.

• Maintains objectivity during difficult situations and encourages open communications to resolve individual conflicts. Able to control emotions and confront and resolve difficult circumstances with impartiality.

• Establishes and maintains effective, positive work relationships with team members. Exhibits tact and consideration when speaking or working with clients, peers, or management. Works cooperatively in team settings and group situations.

• Demonstrates strong understanding and value of teamwork. Offers assistance and support to team members and contributes to building a positive team spirit. Demonstrates sensitivity inherent to diversity of people on team.

• Integrity: Accurately reports on project status following existing departmental/organizational templates/standards.

• Exceptional attention to grammatical precision, ensuring effective communication in both professional and technical contexts.

• Performs other duties as assigned by IT-IS Manager of the team.

Qualifications
The expertise and experiences you'll need to succeed:

KNOWLEDGE AND SKILLS REQUIRED:

• Basic level of skills with server operating systems such as but not limited to Windows 2019/2022.

• Demonstrates a foundational proficiency in written and oral communication skills.

• Exhibits strong interpersonal skills with a positive and enthusiastic "can do" attitude.

• Provides responsiveness and courteous customer service support.

• Working knowledge of Microsoft Products.

• Ability to be flexible, adaptable in regard to learning and understanding new technologies.

• Basic understanding of project management and reporting.

• Ability to work with limited to minimal supervision.

• Demonstrates a foundational knowledge in methodically analyzing and evaluating business problems by defining the challenges, identifying alternatives, and making timely decisions.

• Basic ability to identify and solve problems using data collection methods, analysis, experience, and judgment.

• Foundational knowledge in how to install applications on servers or client systems.

Knowledge and Skills Preferred:

• Basic level of Power Shell Scripting

• Ability to gather, analyze, report and present information to technical and non-technical audiences with guidance.

• Demonstrates a foundational proficiency in comprehending technical manuals and instructions.

• Ability to handle minimal volume in reviewing application and support documentation on a quarterly basis.

• Volume proficiency: Ability to manage and support multiple IT support solutions in a high paced environment with supervision.

• Basic understanding of installing internal server configuration and features

• Basic ability to create training material to train & educate others.

• Analyzes operational requirements and system capabilities, proposing effective solutions.

• Contributes to system design, including functional specifications, based on specific operational needs.

• Gathers, analyzes, and reports information, presenting to both technical and non-technical audiences.

• Basic understanding of Microsoft Visio.

• Basic understanding of change management concepts.

• Basic understanding of HL7(Health Level), Linux, Microsoft SQL, or other relational databases.

• Ability to effectively prioritize and execute tasks in a high-paced environment with supervision.

• Critical Thinking: Methodically analyzes and evaluates business problems by defining the challenges, identifying alternatives, and making timely decisions with guidance.

• Problem Solving: Proactively Identifies and solves problems using data collection methods, analysis, experience, and judgment.

EDUCATION AND EXPERIENCE REQUIRED:

• Associates Degree in any discipline, or 3 years of relevant experience.

EDUCATION AND EXPERIENCE PREFERRED:

• Minimum of 1-3 years of experience in IT systems and application administration.

• Experience supporting Windows operating systems.

• Experience supporting Windows Server operating systems.

• Experience with networking concepts & technologies including LAN/WAN technologies.

• Minimum of 1-3 years of experience in managing application systems

• Minimum of 1-3 years of experience in managing physical and virtual servers

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