SHSMD Career Center

Description

Understand and adhere to protocols and requirements for working in the Hospital's Critical Care Units and clinical environment. Support clinical CCHMC applications throughout the institution, includes manipulating various configurations and settings and being able to identify systemic application issues.

REPRESENTATIVE RESPONSIBILITIES

???Technical support
Understand and adhere to protocols and requirements for working in the Hospital's Critical Care Units and clinical environment. Support clinical CCHMC applications throughout the institution, includes manipulating various configurations and settings and being able to identify systemic application issues. Understand dataflow between systems and devices on the network. Provide direct technical support and second level problem resolution. Work with cross-functional teams to identify root cause and collaborate on resolutions. Articulate complex technical solutions in a clear, concise manner to individuals of varying technical aptitudes. Educate Client Services team members on complex issues as well as new and emerging technology that will be incorporated into our service and support model.

???Project Management
Participate in small to medium projects. Support requirements gathering by identifying clinical user needs and workflows. Track and document project deliverables. Constantly monitor and report progress to the appropriate stakeholders. Prioritize assigned tasks and projects based upon directives from supervisor.

???Clinical Printer and Device Support
Troubleshoot connectivity issues on both local and networked printers. Troubleshoot application-specific issues related to printing. Identify software and hardware issues on different equipment types such as desktops, laptops and wireless devices. Support peripheral equipment (e.g., barcode scanners, RF ID readers, etc.). Software Deployments- Support enterprise wide deployments, including systems and application shutdown, restart, and validation of hardware and clinical applications. Deploy various software applications using available tools.

???Technology Evaluation
Continuously review existing and new technology & tools. Ensure we are keeping pace and evaluating our current technology as well as new technology that may enhance our ability to more effectively and efficiently provide service. Research industry best practices related to technology and tools and communicate with management. Work with other functional groups to understand their needs and what new technology they are looking at as well.

???Customer support
Ensure outstanding end-user support is provided, including ongoing monitoring of Service Level Agreements for incident management and collaboration with other areas to ensure customer-centered incident management and support. Adhere to and promote continual adoption of change management policies and procedures. Model outstanding customer service behavior, including timely and effective follow-up with customers.

Qualifications

EDUCATION/EXPERIENCE

Required:

???High school diploma or equivalent
???2-5 years of work experience in a related job discipline OR equivalent combination of education and experience

Preferred:

Unique Skills: