Please direct your responses to: http://johnmuirmtdiablohealthsys.contacthr.com/30329471
Purpose of Role * Applies business knowledge of hardware and EPIC software to assess, document and resolve problems received from JMH end users. * Improves effectiveness and efficiencies within existing procedures. * Acts as a liaison between ITS and the JMH end users for problems encountered in connection with the use of supported systems. * Serves as a backup for other Service Desk Analysts and offers technical guidance to less experienced Service Desk Analysts. * Provides ITS solutions and services which ultimately contribute to patient safety and care. Essential Job Functions * Supports end users of clinical and non-clinical applications with troubleshooting and resolution of moderately complex technical problems, especially with the EPIC system. * Solves moderately complex technical problems using remote tools. * Independently analyzes, investigates and resolves elevated issues. Determines underlying sources for problems. May escalate issues to next level, if necessary. * Supports and provides technical guidance, especially with EPIC issues to lower level analysts. * Analyzes support systems problems requiring more complex methods to ensure accurate findings and applicable recommendations. * Works on problems of a more complex scope where analysis of situations or data requires a review of a variety of factors. * Needs to be available for on-call duty when necessary. Key Responsibilties * Documents on the tracking database and determines trends that assist in improving processes or procedures. * Proactively evaluates current end user processes in preparation for new technologies and standards, which will promote efficiency, reduce costs, and/or improve quality and productivity. * Maintains technical and procedural documentation to be used as reference material for JMH end users. * Adds users to SSL or Remote Desktop Group. * Manages password resets and assigns appropriately to ensure security related protocols are met. * Complies with the Health System�s Polices/Procedures protecting patient information and the confidentiality of the information in accordance with the Federal and State regulations.
JOB REQUIREMENTS: * Associate degree, High School diploma or Vocational Trade School certification; experience or alternative degree may be considered in lieu of required education. * Minimum of 4 years experience within a Service Desk Support Environment, with 2 of those years within a healthcare setting. * Demonstrated knowledge of advanced concepts, practices, and procedures used within a Service Desk Support Environment. * Advanced ability to assist end users over the phone, using remote control software tools. * Demonstrated knowledge and understanding of software distribution tools. * Demonstrated skills in the use of MS Outlook, Excel, Word, Project, Visio, OCS, and SharePoint. * Experience and knowledge of Windows Operating Systems. * Basic understanding and knowledge of clinical workflows. * HDI Service Desk Analyst certification required; or must be obtained within 6 months of hire. * ITILv3 Foundation Certification required; or must be obtained within 6 months of hire. * Appropriate certification as required by vendor. John Muir Health is a nationally recognized, not-for-profit health care organization. It includes John Muir Medical Center, Walnut Creek (572-bed acute care facility) , which serves as Contra Costa County�s only designated trauma center and John Muir Medical Center, Concord (267-bed acute care facility).Together, they are recognized as top centers for neurosciences, orthopedics, cancer care, cardiovascular care and high-risk obstetrics. Other areas of specialty include general surgery, robotic surgery, weight-loss surgery, rehabilitation and critical care. John Muir Health also offers complete inpatient and outpatient behavioral health programs and services at our Behavioral Health Center (73-bed fully accredited psychiatric hospital) located in Concord. In addition, John Muir Health provides a number of primary care and outpatient services throughout the community and urgent care centers in Brentwood, Concord, San Ramon and Walnut Creek. John Muir Health is a collaborative, patient-centered health care environment; listening, explaining and working together as a team, to help patients achieve their optimal health. We recognize those who exemplify excellence, and reward them for contributing to our collective success. From individual to department to spontaneous recognition, Employee Suggestion Program rewards, Employee Success Sharing Program, and many more, we find unique ways to thank our employees for the outstanding efforts they make every day. Competitive salary and benefit package available. All hospitals are accredited by The Joint Commission, a national surveyor of quality patient care. John Muir Health is an equal opportunity employer.
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