"Alerted.org

110 N MAIN ST, DAYTON, 45402

DEPT: Digital Health & Technology - TECH OPS CUSTOMER SUPPORT

Full-Time

Note:** **Candidates must be willing to commute and work "in-person" in the Dayton, Ohio area

This entry level position is responsible for customer support including workflow development, system configuration and development, innovative application deployment, change documentation, and may educate and inform staff on application functionality. The individual will understand business needs and think with a business owner mind-set based on a fundamental knowledge of the system and the organizational infrastructure to recommend solutions that enable the enterprise to achieve its goals. These responsibilities require the individual to stay current with the systems and/or applications as well as coordinate across multiple and varied teams to deliver solutions for the enterprise.

Essential Duties & Functions:

1. Responsible for the processing and implementation of approved change requests within established service level agreements.

2. Responds to assigned system incidents, providing support and assistance to all users to correct and avoid recurrence of problems.

3. Works as a team member on projects. Dimensions of project assignments range from simple stand-alone applications to large projects. The position supports all areas of the project life cycle including: project definition, project estimation, systems design, computer programming, systems implementation, maintenance, upgrades, and documentation.

4. Provides back-up assistance to other team members and shares knowledge/education with fellow team members.

5. Receives assignments and works under supervision of his/her immediate manager or senior-level team member.

6. Researches, learns and understands the Premier Health IT policies, procedures and practices, especially related to change management, incident handling and service level agreements.

7. Demonstrates progressive growth in capabilities, productivity, and delivery as capability and capacity develops.

8. Provides support for a broad array of systems and other automation projects as assigned.

9. Provides technical support to Data Center, Customer Support Desk, and Field Support staff on-site and via telephone.

10. Provides support for personal computer (PC) workstations and other peripherals. Provides support for Audio Visual Systems, Smartphones, Multi-Function Devices, personal computer (PC) workstations, Thin Clients, and other peripherals.

Minimum Level of Education Required: Associate degree

Additional requirements:

• Type of degree: Bachelor’s Degree in IT; or Associate’s Degree in IT with 2 years of IT experience; or a related Associate’s Degree with 4 years of IT experience is required

• Area of study or major: IT related degree

• Preferred educational qualifications: N/A

• Position specific testing requirement: N/A

Experience

Minimum Level of Experience Required: 1 - 3 years of job-related experience

Prior job title or occupational experience: N/A

Prior specific functional responsibilities: N/A

Preferred experience: Device Imaging and software deployment tool; Mobile device management tool and video teleconferencing

Other experience requirements: Requires knowledge of the Microsoft Office Suite of applications

Knowledge/Skills

• Demonstrates fundamental knowledge of: relevant computer systems, applications and desktop hardware. Delivers solution sets for systems and application problems.

• Demonstrates proficiency in all skills required to facilitate application and systems enhancements or replacements.

• Capable of analyzing and resolving system integration problems.

• Evaluates software and hardware products and make recommendations for improving operations or processes.

• Demonstrates an understanding of clinical and/or business operations.

• Communicates effectively with users, colleagues, developers, and organizational administration.

• Demonstrates excellent analytical and problem solving skills.

• Collaborate with cross-functional work teams with minimal supervision.

• Demonstrates advanced interpersonal skills to effectively interface with department leadership and staff, physicians, vendors, and consultants. Able to effectively communicate technical subjects to non-technical customers.

• Proven organizational skills and ability to perform tasks as assigned.

• Demonstrates the ability to participate in projects, including system design documentation, procedures, process and data flows, and may provide recommendations for system enhancements and replacements.