The primary purpose of the Technical Support Administrator (TSA) is to meet end-user needs in an Ambulatory, Acute, Administrative Office or Remote setting by ensuring the uptime, performance, resource availability, and security of assets managed within established budgets and operational guidelines. Serves as an extension of the Core application and technical teams to assist, as needed, on a variety of operational and strategic projects and technical solutions, including hardware, software, infrastructure, and mobile technologies/devices. A high degree of customer interaction is necessary.
Provides training, mentoring, coaching and reviewing the work of lower-level professionals. Establishes meaningful stakeholder relationships targeted at improving productivity and engagement of customers and team members. Participates in efforts, as needed, to improve business processes. Must have the ability to perform rounding within designated healthcare facility Local leadership and understand/provide feedback on workflow and HIT related topics. Configures, installs, maintains and upgrades computer systems hardware and software. Restores desktop files or systems. May assist with clinical device installation, testing and integration.
Participates in the entire device lifecycle from initial device deployment through device replacement/retirement. Completes device staging utilizing defined processes and tools. Ensures compliance with AAH hardware/software standards. Identifies variations from standards and informs leadership. Performs software installation utilizing defined processes and tools. Implements device security requirements. Provides consulting to end-users regarding device selection, device placement and infrastructure requirements. Assists in the defining device requirements and the development of quotes for selected technology. Communicates status of device deployment projects, service requests and life cycle replacement assignments. Follows defined process for device removal, including inventory management, network requirements and device disposal. Participates in change control activities for any environmental, operational, configuration changes as prescribed by defined change control processes.
Ensures HIT environment is functioning at optimal level and end-users' needs are met. Deploys software using defined processes and tools. Provides end-user support including training on new device capability, basic device operations, accessing network resources, and device security best practices. Provides assistance to end users with device, network, and application issues. Follows procedures for managing tickets including timely acknowledgment, appropriate communication with end-user, and complete resolution documentation. Ensures that technology problems and service requests are resolved in accordance with service level objectives and information systems policies. Provides timely communication with leadership on status of tickets. Proactively identifies potential issues through the use of provided tools, rounding or observation. Supports all aspects of the printing environment including new device staging, printer assignment to the device, and device removal. Assists managed print vendor and application teams with print device troubleshooting. Participates in change control activities for any environmental, operational, configuration changes as prescribed by defined change control processes.
Supports projects including construction projects, new system implementations, upgrades, maintenance or retirements while following HIT system policies and practices. Completes assigned project tasks within defined project plan timeframes. Participates in project team meetings. Communicates with project management and Leadership. Identifies any potential risks or concerns that may impact the project. Informs project management and leadership of the issues and potential solutions. Participates in developing risk reduction recommendations and solutions for issues. Provides timely and accurate project / task status reports. Participates in change control activities for any environmental, operational, configuration changes as prescribed by defined change control processes.
Supports device connections to the AAH Infrastructure. Assists in determining potential networking issues. Engages Enterprise HIT Teams as needed to resolve identified issues. Establishes initial network connectivity for new device deployment following defined procedures. Manage network connections for device moves and retirements. Assists with the implementation and management of application servers. Follows best practices for the testing and deployment of application and security patches. Participates in change control activities for environmental, operational, configuration changes as prescribed by defined change control processes.
Mon -Fri 8 - 4:30 Travel between sites in the north market of AAH will be required.
Licenses & Certifications
Bachelor s Degree (or equivalent knowledge) in Computer Science or related field, or
Bachelor s Degree (or equivalent knowledge) in Engineering or related field.
Bachelor s Degree (or equivalent knowledge) in Information Technology or related field, or
Required Functional Experience
Typically requires 2 years of experience in a complex IT environment that includes: Microsoft Windows, Microsoft Office Products, Mobile Devices, Printers, etc.
Knowledge, Skills & Abilities
Excellent written and oral communication skillsExtensive customer service skillsKnowledge of a variety of hardware platforms and operating systemsExcellent problem determination skills