Position Summary / Career Interest:

• Must be able to perform the professional clinical and or technical competencies of the assigned unit or department.
• Responsibility in assisting providers executives and their support staff with the installation configuration and ongoing usability of supported computing platforms mobile devices peripheral devices and software within established standards and guidelines.
• Responsibility in delivering white glove level response to providers executives and their support staff over the telephone through email online chat and/or at the desk side in a prompt professional and courteous manner.
• Responds quickly to technology outages affecting providers executives and their support staff to restore service as quickly as possible. Provides audio visual support for providers executives and their support staff to ensure successful presentations meetings and events. Establishes trust while maintaining privacy and confidentiality in all dealings with providers executives and their support staff.
• Responsibility for provider onboarding related to configuration of mobile devices for patient care including EPCS enrollment EMR mobility applications etc.
• Collaborates with other HITS teams for providers executives and their support staff and acts as primary contact and owner for escalated issues to HITS for providers executives and their support staff. Works with third-party vendors to resolve technical problems with desktop computing equipment and software.
• Skilled in communication both oral and written under potentially adverse situations with a focus on customer service and satisfaction. Responsible for obtaining and thoroughly documenting all pertinent information in the diagnosis and resolution of a problem using the Hospital Service Desk knowledge management system.
• Maintains an ever-increasing level of proficiency in hardware software networking and other technologies related to the HITS department.
• Participates in special projects and performs other duties as assigned.
• Maintains an accurate accounting of time spent on end user issues and on HITS projects.
• Generates tickets in the ITSM tool for all work completed as part of their day to day support duties.
• Demonstrates competence in prioritizing and resolving user issues within Hospital defined Service Level Agreements (SLAs). Demonstrates competence in troubleshooting and resolution of reported issues and the ability to collaborate with and escalate to using appropriate channels technology teams required to resolve issues that cannot be resolved at Tier I
• Demonstrates competence in documenting trouble ticket resolutions with a keen attention to detail maintains Hospital knowledgebase articles and actively participates in maintaining support policies and procedures.
• Demonstrates the ability to manage time and resources in the best interest of the Hospital.
• Demonstrates competence in compiling data to maintain inventory purchasing shipping and other records.
• Identifies opportunities for training that would improve productivity and proficiency within the department or within the Hospital.
• Trains end users on basic hardware software and network resources on a one-on-one basis.
• Provides on-site support and remote support for workstations and networking components in multiple locations in the Kansas City metro and outlying areas.
• Provides escalated support for the Service Desk and Desktop Support Technician I.
• Participates in on-call rotation and provides end user support during off hours holidays and weekends.
• Demonstrates a willingness to work in a team-oriented collaborative environment.
• Must be able to perform the professional clinical and or technical competencies of the assigned unit or department.
• These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.

• High School Graduate
• 4 or more years In lieu of Bachelors Degree: equivalent minimum of 4 years experience in field is required
• 5 or more years experience in enterprise or healthcare IT support
• Professional experience with Apple iOS iPadOS and MacOS and Apple hardware
• Experience with Microsoft technologies including: Active Directory Teams Intune Outlook Office 365 SCCM and video conferencing technologies.

• Bachelors Degree in Computer Science a related field or equivalent experience.
• 1 or more years experience working with C Suite Executives or Providers

Time Type:

Job Requisition ID:

Important information for you to know as you apply:

• The health system is an equal employment opportunity employer. Qualified applicants are considered for employment without regard to race color religion sex (including pregnancy gender identity and sexual orientation) national origin ancestry age disability veteran status genetic information or any other legally-protected status. See also Diversity Equity & Inclusion.

• The health system provides reasonable accommodations to qualified individuals with disabilities. If you need to request reasonable accommodations for your disability as you navigate the recruitment process please let our recruiters know by requesting an Accommodation Request form using this link .

• Employment with the health system is contingent upon among other things agreeing to the and signing the agreement to the DRP.

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