Over a decade ago, Steward Health Care System emerged as a different kind of health care company designed to usher in a new era of wellness. One that provides our patients better, more proactive care at a sustainable cost, our providers unrivaled coordination of care, and our communities greater prosperity and stability.
As the country's largest physician-led, minority-owned, integrated health care system, our doctors can be certain that we share their interests and those of their patients. Together we are on a mission to revolutionize the way health care is delivered - creating healthier lives, thriving communities and a better world.
Based in Dallas, Steward currently operates more than 30 hospitals across Arizona, Arkansas, Florida, Louisiana, Massachusetts, Ohio, Pennsylvania, and Texas.
For more information, visit steward.org
POSITION SUMMARY:
The Information Systems Specialist acts as the face of Information Technology to hospital personnel by helping to ensure hardware and software needs are met and any issues addressed. The IS Specialist provides front line technical support for hardware (i.e. network and telecomm, printers, desktops, monitors/TVs and peripheral devices) and software (i.e. EHR, Office), working as a conduit to any advanced systems expertise needed. The IS Specialist will have daily interaction with end users and provide the highest level of customer service to foster a positive rapport with both hospital personnel and other IS counterparts and act as an advocate for end users. The IS Specialist will be required to work independently with minimum direction from leadership, but also must be able to work on project assignments as necessary.
KEY RESPONSIBILITIES:
- Provide first level superior customer service to internal and external clients, customers, and patients
- Respond to all Information Technology issues to identify and understand reports problems, engage expertise, ascertain solutions, and educate/inform end users of resolutions.
- Support maintenance, updates, modifications, troubleshooting, and assessment of all supported hospital and branch office computers, printers, and other peripheral devices.
- Support deployment, software installation, testing of network connections and varying troubleshooting services.
- Troubleshoot technical problems with workstations and standalone PCs, laser and label printers, network connectivity, and peripheral hardware and bring issues to resolution in a timely manner.
- Provide first and sometimes second level technical support for other Network Technicians and for the Support Center
- Review assigned calls in the call tracking system and take appropriate action to resolve issues. Ensure that all tickets are updated with information in a timely manner
- Prioritize and escalate critical problems within given guidelines
- Utilize and enhance shared documentation resources to help resolve issues and improve group efficiency
- Work with leaders and peers to ensure enterprise approach to process, procedures and technology
- Demonstrate the ability to work with minimal supervision and direction
- Triage calls and user issues to determine bests means for resolution
- Plan and execute moves, adds and changes of PC and Printer equipment
- Maintain a flexible schedule in accordance with the needs of the department
- Mentor and provide guidance to junior Information Systems Specialist team members
- Conform to all departmental and enterprise standards, policies, and procedures
- Provide setup and installation services for networked devices using Steward's standard operating procedures and asset management procedures
- Participate in the execution of large deployment projects and/or departmental moves
- Develop an understanding and awareness of the enterprise, including its objectives, design, strategies, departmental initiatives, staffing and the roles of key players in the organization.
- Occasionally lift and carry supplies and equipment weighing up to 30 pounds
- Maintain a clean and orderly workplace, organizing and properly disposing of hardware, software and miscellaneous items in accordance with hospital, departmental and enterprise standards
- Travel to other sites required
- Perform other duties as assigned
Example of specific duties:
- Add, change, delete of all end-user equipment (printers, desktop, laptops, phones, etc)
- Break/fix and troubleshooting software and hardware issues
- Password Resets
- Basic knowledge of hospital applications to assist with troubleshooting and service
- Network Assistance
- Power supply replacement
- Switch rack and stack
- Walkthrough for cable installs
- Cable quotes and managing vendor on cable installs
- UPS battery swaps
- AP replacement
- Telecom Assistance
- Maintain and update voicemail system
- Order replacement equipment
- Install communication lines
- Replace phones in patient's rooms
- Fax machine malfunction
- Install / move data drops
- Assist with troubleshooting
- Install TVs
- Local desktop application support
- Non-hospital clinical support
- Project work as assigned
- Demonstrates respect and regard for the dignity of all patients, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment.
- Commits to recognize and respect cultural diversity for all customers (internal and external).
- Communicates effectively with internal and external customers with respect of differences in cultures, values, beliefs and ages, utilizing interpreters when needed
REQUIRED KNOWLEDGE & SKILLS:
- Strong analytical and problem-solving skills
- Ability to multitask and prioritize work requirements
- Excellent interpersonal and communications skills, including the ability to establish and maintain effective working relationships with others
- Excellent organizational skills
- Ability to follow direction and troubleshoot issues
- Ability to work independently and take initiative over diverse project areas
- Ability to be flexible, versatile, and adaptable in day-to-day activities conducted in a multi-site environment
- Rely on experience and judgment to plan and accomplish goals
- Ability to express ideas concisely and clearly, orally and in writing
- Ability to manage small projects, provide regular communication, and maintain a mutually agreeable schedule
- Ability to effectively prioritize projects and daily workflow
- Ability to effectively prepare presentation material and present information to IS staff, management, hospital personnel and public groups
- Ability to strategically plan and be proactive in approach
- Ability to read, analyze and interpret applicable technical documentation, system reports, software licenses and contracts
EDUCATION/EXPERIENCE/LICENSURE/TECHNICAL/OTHER:
What We Do
Steward Health Care is the largest private, tax-paying physician-led health care network in the United States. Headquartered in Dallas, Texas, Steward operates 37 hospitals in the United States and the country of Malta that regularly receive top awards for quality and safety. The company employs approximately 42,000 health care professionals. The Steward network includes multiple urgent care centers and skilled nursing facilities, substantial behavioral health services, over 7,900 beds under management, and approximately 2.2 million full risk covered lives through the company's managed care and health insurance services.
The Steward Health Care Network includes 5,000 physicians across 800 communities who help to provide more than 12 million patient encounters per year. Steward Medical Group, the company's employed physician group, provides more than six million patient encounters per year. The Steward Hospital Group operates hospitals in Malta and nine states across the U.S., including Arizona, Arkansas, Florida, Louisiana, Massachusetts, Ohio, Pennsylvania, Texas, and Utah.
