Programmer Analyst - Help Desk Technician - Includes Weekend Hours

At Stony Brook Medicine, a Programmer Analyst at the Help Desk provides timely and accurate Information Technology service and support to the Academic, Clinical Faculty, and Staff of Stony Brook Medicine. The Programmer Analyst also provides direct support to our clinical nursing areas for issues with the hardware, software and applications necessary for Patient Care. Duties of a Programmer Analyst at the Help Desk may include the following but are not limited to:

• Answer Help Desk telephone calls, E-mails and other forms of customer contact received during shift in a prompt, courteous and professional manner. Provide first-level support for all hardware, software, applications, mobile device, account maintenance, customer education and service related requests. Collect all details pertaining to the issue or request and enter into the ITSM Ticket system to ensure timely and efficient Information Technology collaboration.
• Provide first level troubleshooting and resolution of problems pertaining to organization’s PCs, laptops/tablets, smartphones, mobile care carts and printers. Prioritize and troubleshoot problems reported during shift. Provide a resolution to problem whenever possible or escalate to the next level of support as necessary.
• Monitor and ensure a high level of availability for the electronic patient care computer systems, interfaces and data center environment during shift. Follow established procedures to escalate problems to the appropriate system support group or vendor. Report problems to the appropriate Information Technology departments and follow established downtime procedures when necessary.
• Ensure that all requests for mobile devices and cell phones and associated services received during shift are processed in a timely manner. Review the procedures and documentation to activate new mobile devices and cellphones.
• Process weekly, monthly or on demand mainframe and ancillary systems operational jobs, including SunQuest Lab System.
• Maintain excellent communication with co-workers, hardware and technical support personnel and management, including visiting customers or departments and reporting/escalating issues with supervisor or manager. Report changes to policy or procedures and submit updates to the Help Desk Knowledge Base system or SOP., * All Hospital positions maybe subject to changes in pass days and shifts as necessary.
• This position may require the wearing of respiratory protection, which may prohibit the wearing of facial hair.
• This function/position maybe designated as “essential.” This means that when the Hospital is faced with an institutional emergency, employees in such positions may be required to remain at their work location or to report to work to protect, recover, and continue operations at Stony Brook Medicine, Stony Brook University Hospital and related facilities., Failure to comply with any of the above requirements could result in a delayed start date and/or revocation of the employment offer. *The hiring department will be responsible for any fee incurred for examination.

• Associate’s Degree in Information Technology or technical degree or at least years experience in a Help Desk, Service Desk or technical support environment.
• Knowledge of PCs, peripherals, printers and their functions. Experience troubleshooting PCs in a network environment.
• Must have excellent technical skills and troubleshooting knowledge of Windows based computers, printers, and mobile devices such as smartphones, tablets.
• Excellent oral and written communication skills. Excellent customer service skills.
• Work may require occasional physical activity such as moving equipment and the physical setup of equipment. This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, printers and fax machines.

Preferred:

• Associate’s Degree in Information Technology or technical degree.
• Three to five years experience in a Help Desk, Service Desk or technical support environment.
• Experience in a HealthCare environment supporting HealthCare clinical information technology services and applications.
• Experience with printer support in a network environment.
• Comp TIA A+, * Successfully complete pre-employment physical examination and obtain medical clearance from Stony Brook Medicine’s Employee Health Services*
• Complete electronic reference check with a minimum of three (3) professional references.
• Successfully complete a 5 panel drug screen*
• Successfully complete a Background Check investigation.
• Provide a copy of any required New York State license(s)/certificate(s).