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For your reference, we have included the original job posting below.
IT: System Support II - Clinical Application 12118 Job
Job Number:
25280520
Company Name:
UMMC
Job Location:
Baltimore, MD US
Job Category:
Clerical & Administrative
IT: System Support II - Clinical Application 12118 Job
Description
Weekends only (8 hours/week)
This is front line customer service, interacting with staff in a professional manner while providing excellent customer service as the highest priority while rounding on nursing units and answering calls from departments, solving/answering hardware/software issues/questions to take on a lead role in small projects/tasks.
Principal Responsibilities include:
1. Provides first level problem analysis, acquires a base knowledge of assigned applications to support clinical departments. Responds to calls regarding clinical hardware and software. Escalates calls to relevant departments when necessary.
2. Assists customers to identify and specify the nature of moderate to complex request or problems. Troubleshoots, repairs, replaces clinical hardware equipment or suggests follow up with appropriate staff members.
3. Provides appropriate information for escalated issues to System Analysts: obtains specifications for customer requests; Participates in special projects and testing for system upgrades.
4. Maintains an inventory of all equipment installed and parts used and needed for reorder.
5. Performs technical downloads and PC configurations.
6. Maintains proficiency in IT systems, policies and procedures as required.
7. Logs all problems, issues and requests. Collects data from customers to aid problem determination/resolution and/or design/build of request. Provides on-going follow up to customers throughout the investigation until resolution of issues.
8. Notifies appropriate on-call staff when problem/issues cannot be resolved within a reasonable period of time.
Education and Experience:
1. Bachelors Degree in Information Technology or a related field, or an equivalent level of professional experience in the area of computer desktop support.
2. Three years progressively professional work experience in computer desktop support within a healthcare environment is required. Knowledge of healthcare processes is preferred.
3. Previous experience in leading a project and/or team preferred.
