The End User Systems Analyst ll independently plans, installs, integrates, and validates systems software and hardware solutions. Serves as a resource to less experienced team members on escalated issues of a routine nature. Acquires and applies broad knowledge of Midland Health, its services, and processes. Resolves issues and navigates obstacles to deliver work product. Delivers technical solutions for desktop hardware and software, profile development and version management, license management, peripheral and Virtual Desktop Integration. Maintains and tests disaster recovery solutions. Participates in the evaluation, development, implementation, integration, and administration of internal and external business solutions. Works closely with staff to assist with related technologies and guides interactions technical services. Provides insight to management on issues. Supports the mission, vision, values, and strategic goals of Midland Health.
SHIFT AND SCHEDULE
Full Time: 8:00 AM - 5:00 PM
On-Site (not remote eligible)
ESSENTIAL FUNCTIONS/PERFORMANCE EXPECTATIONS
Change and Release Management: Applies sound IT production and change management methods to all areas of Information Systems. Actively communicates changes within the IT infrastructure to all affected parties proactively and in an effective manner. Follows and documents strict testing and deployment methodologies for all systems.
Disaster Recovery/Business Continuation: Follows the processes and maintains appropriately available network operations environment with primary focus being on EMR, HIS, Finance, HR, Supply Chain, and email systems. This includes controlled observation and evaluation of new technologies and methodologies. Testing plans and documentation are required.
Capacity, Configuration and Architecture Management: required.
Capacity, Configuration and Architecture Management: Develops a maturing level of understanding of the Midland Health Desktop and thin client OS, profile version control, application version control, license management, peripherals and VDI. Documents, adheres to, and ensures deployed systems meet all hardware and software standards and configurations. Contributes to system life cycle recommendations and funding requests. Works with the Service Desk staff to provide support on-site 24/7.
Availability/Incident Management: Responsible for the timely resolution of problems on Information Systems hardware and software. This includes maintaining the system operations in accordance with all regulatory requirements with primary focus on confidentiality and HIPAA Security Regulations. This also includes solving issues related to Backup, Restore, Disaster Recovery, print, scanning, AD, DNS/WINS, SSO, and patching.
Priority Management: Must manage several assignments at one time, balancing resources, priorities, deadlines, and time. The work is highly technical, requiring collaboration across multiple disciplines and groups. The ability to work independently is also required.
Daily Operations:
Resolve assigned support and service requests in a timely, effective, and courteous manner, using tools and documentation.
Perform maintenance activities in pursuit of all general responsibilities specific to position.
Participate in assigned meetings, committees, etc. in accordance with assigned responsibilities.
Participate in projects at a level in accordance with respective job responsibilities.
Contribute to the departmental knowledge base, to improve documentation of existing systems and problem resolutions.
Coordinate productively with other hospital employees, including those within and outside the HIS department.
Provide routine updates on ongoing tasks and projects to stakeholders.
Identify, research, and implement areas of improvement within the areas of expertise.
Provide excellent customer service to all stakeholders who rely on service from the HIS department.
Maintain excellent industry knowledge respective to the area of expertise.
Responsibilities Specific to End User Systems Analyst ll:
Complete tasks in a timely and effective manner as assigned.
Act as general support for end user system technologies.
Participate as a subject matter expert in assigned projects.
Cultivate specialist-level knowledge in one or more technology areas, as assigned by management
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Requires a maturing level of analytical ability to find solutions to difficult technical or administrative problems, to determine economic feasibility or options available, and to assess time involved in system changes. Thorough documentation skills business language are also required
Must be able to demonstrate experience with Windows operating systems, AD, DHCP, DNS, FTP, TFTP, SMTP, SNMP, printers, scanners, profile and version management, and experience with system design, capacity planning and capacity management.
Requires hands-on experience with various manufacturers of desktops, laptops, tablets, and thin clients, VDI, Citrix, and peripherals.
Must be able to communicate the impact and solutions of application/system problems in business language.
Requires a professional approach in all situations.
Ability to work any hours to support 24/7 operations.
Must resolve problems entirely by either completing the work or gathering all the resources needed for ultimate resolution and continuity of problem management.
Availability to travel onsite as needed.
EDUCATION AND EXPERIENCE
Bachelor Science in Computer Science, Information Systems, Computer Engineering, or related field or equivalent work experience.
4+ years of relevant business support and/or information technology support experience.
Working knowledge of desktop systems administration, Windows OS and System Center, antivirus, and encryption, VDI, Citrix, printers, scanners, and other peripherals.
Certificates, Licenses, Registrations - Required and Preferred
Current A+, MCSA, manufacturer certification preferred.
MCSE Certification preferred.
PHYSICAL REQUIREMENTS
To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The individual must be able to:
Stand, walk, sit, stoop, reach, lift, see, speak and hear. Lifting is limited to 35 lbs. for clinical staff and to 50 lbs. for non-clinical staff. The individual must use an assisted-lift device or get another individual(s) to assist with the lift that is over these maximum limits.