Job Duties include the following, other duties may be assigned:
Responsible for providing IT support to Deaconess users.
Address any maintenance upgrades required.
Able to work to standards and document efforts.
Ability to work independently and prioritize incidents and requests based upon customer needs.
Demonstrates a strong sense of teamwork, professional appearance, solid oral communications and excellent customer service skills.
Maintains accurate asset tracking inventory, including hardware, peripherals, telecom devices, networking devices, and other IT equipment.
Utilizes Help Desk ticket tracking software to provide IT support for Deaconess hospital and clinic locations in Gibson County, IN.
Utilizes and adheres to Change Management procedures.
Provide technical support, including routine maintenance and/or problem investigation/resolution for installed applications as assigned.
Administration, maintenance, and technical support of Gibson and Deaconess assigned systems and Subject Matter Expert (SME) responsibilities. This includes, but not limited to, technical ownership of the product, maintenance of the product and service recovery, product security, product update installation, and coordination of the support relationship with the vendor.
Analytical and problem-solving skills.
Troubleshoot and resolve issues reported through problem calls escalated from the Help Desk or other approved intake processes; assure appropriate communications throughout problem/investigation/resolution event.
Perform routine system maintenance activities for applications as directed.
Work jointly with other Information Services staff as necessary to troubleshoot reported issues.
Administration and configuration of desktop hardware, handheld devices, software applications, and printing services.
Troubleshoots desktop, handheld, and peripheral devices. Support activities may include work efforts that occur and/or extend beyond routine business hours.
Administration and coordination of desktop moves, additions, and changes.
Administration and configuration of remote management tools.
Develop, implement, document, and maintain desktop security standards as directed by the IT security policies.
Develop standard desktop configurations, images, and automated software packages to ensure the enterprise desktop systems can be supported and patched.
Plans, designs, deploys, supports, and provides day to day operational management of systems, applications and/or technologies for Gibson systems.
Manage multiple priorities and conflicting tasks effectively while delivering quality work and meeting deadlines.
Develops and maintains required support documentation.
Participates in the planning, designing, installing, and configuring of telecom solutions.
Monitors performance of network, servers, and other devices to proactively identify potential problems and bottlenecks.
Troubleshoots and resolves enterprise-wide and individual network and telecom issues.
Provides support, maintenance, and training for telecom devices for end users.
Reviews, studies, and provides recommendations on telecom software and hardware standards.
Ensures that the enterprise network and telecom services are secure and appropriate recovery and redundancy issues are addressed.
Assists with system testing as needed.
Serves as first level of support for Gibson issues with software, printers, and hardware, escalating issues to the appropriate individuals and/or Deaconess IT/Application teams.
Assists with special projects and events including coordination, configuration, and interaction with end users.
Monitors and maintains Microsoft and software patching to meet IT security needs.
Monitors server functionality and services to ensure appropriate allotted resources provided.
Provides end user training on systems as assigned.
Maintains support and security updates for Gibson VDI images and servers as needed.
Provides on-call responsibilities, responding to the critical needs of end users during non-scheduled office hours.
Participates in a flexible schedule to meet the needs of end users.
Competencies: If applicable and not listed below, please refer to the department for required competencies.
Troubleshooting Skills – Systematically analyzes reported problems or issues to resolve in a timely manner; Seeks additional and/or professional assistance when all efforts have been exhausted.
Technical Skills – Pursues training opportunities within the needs of the organization; Strives to continuously build knowledge and skills; Shares expertise with others.
Estimating – Ability to accurately forecast resource needs for problem resolution as well as budgetary requirements as part of due diligence activities.
Design – Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.
Change Management – Demonstrates clear understanding of departmental Change Management Process and consistently executes appropriate change management procedures.
Quality of Work – Demonstrates accuracy and thoroughness in testing of changes or implementation of new functionality; appropriate impact analysis and planning conducted to ensure stability of critical environments.