Information Systems Generalist

Provides technical support to users, including setting up user accounts and profiles, maintaining hardware, and troubleshooting hardware and software issues. Responds to Help Desk and end-user problems and resolves them with minimal disruption. Assists with end-user training and supports common hardware and software through testing, design, and analysis. Helps maintain and update end user hardware. Helps develop procedures and best practices for application users. Applies standard concepts, practices, and procedures within the field and uses sound judgment, creativity, and initiative as needed. Provides evening and weekend support on a rotating basis or as required for upgrades and implementations., * Provides training in hardware and software to end users. Able to present basic hardware and software training effectively and ensure trainee understanding.

• Able to manage and prioritize demands from multiple customers. Able to document, communicate and resolve customer requests consistent with established service levels.
• Keeps team informed of goals. Involves team members appropriately in decision making or resolving issues. Facilitates team member buy-in to new initiatives.
• Able to participate in development of release plan. Able to train staff and support transition to new system(s) and evaluate, correct and document defects.
• Professionally assist new employees.
• Respects patient confidentiality and privacy according to the HIPAA Act.
• Adheres to all hospital and departmental rules, regulations, and policies. Operates within the scope of the designated position.
• Takes a problem solving approach to roadblocks and obstacles at work. Research new solutions to old problems and ways to turn problems into wins.
• Plans business presentations carefully, based on purpose and audience needs. Demonstrates comfort in speaking in front of others. Can handle questions and challenging participants gracefully.

Associate’s degree in computer science or related field preferred; Preferred three years’ experience in a healthcare facility working with inpatient/outpatient electronic health record software. Utilize technical experience to incorporate the foundations of understanding computer systems and PC desktops. Experience in understanding technical terms and how to implement technical processes.

License/Certifications:

Preferred COMPTIA A+, Network +, Security, or equivalent other IT certifications

Experience:

• Hardware and software technical support
• Healthcare driven knowledge preferred
• Technical support or “super user” experience required.
• Support End Users on Hardware, Software and common peripherals
• Inspect/Diagnose/Determine issues with Hardware
• Experience with commonly used concepts, practices, and procedures within software systems, hardware and electronic office equipment required.
• Solid foundation of IT Principles and practices including common technology risks and threats to healthcare and other corporate institutions.
• Proven ability to work in a fast-paced environment and ability to establish priority of support requests required

Knowledge/Skills/Abilities Required

• Able to analyze problems and research solutions. Able to query existing knowledge base to retrieve relevant information. Able to identify, test and implement solutions and manage problem resolution. Able to document hardware and software problems and resolutions in a manner that is organized for efficient access by other technicians.
• Able to resolve common hardware and software problems.
• Able to communicate technical solutions and implementation processes in a form understandable to users. Able to seek to understand and address user concerns