Accretive Health

The statements in this job description are intended to describe the essential nature and level of work to be performed by personnel assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel.

Purpose:

Ensure proper computer operations so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user service requests. Problem resolution may involve the use of diagnostic and service request tracking tools, as well as some hands-on assistance at the desktop and application level.

I. Accountabilities and Job Activities:

Provides analytical, technical and problem resolution services

(Dedicated Time = 75%)

· Support/Manage servers and their associated operating systems and software.

· Support/Manage all network hardware and equipment, including routers, switches, hubs, and UPS.

· Prioritize and resolve problems when capable, escalate problems when required.

· Interact and negotiate with vendors, outsourcers, and contractors to secure network products and services.

· Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems.

· Test all resolutions of issues to ensure problem has been adequately resolved..

Establishes and maintains positive customer relationships

(Dedicated Time = 20%)

Provide quality customer service.

· Perform post-resolution follow-ups to ensure end user is satisfied with results.

· Assists in the development of service level agreements and monitors adherence to stated expectations and client satisfaction.

Documentation

(Dedicated Time = 5%)

· Develop server and security audits.

· Practice network asset management, including maintenance of network component inventory and related documentation and technical specification information.

· Develop, implement and maintain policies, procedures and associated training plans for network resource administration, appropriate use, and disaster recovery.

· Evaluate documented resolutions and analyze trends for ways to prevent future problems.

II. What kind of contact does this position make with individuals within or outside of the organization?

Inside: Primary contact with all levels of end users within the organization at the corporate office, hospital sites, Sure Decisions and Medical Financial Systems.

Outside: Contact with Site Leads, Ops Leads, and hospital IT departmental staff.

III. What decisions are made and acted upon independently by this position?

Daily task management to achieve work objectives.
Decisions on simple problem resolution and escalation.

IV. What decisions are referred by this position to the supervisor for approval or final disposition?

Complex problems or issues that will have a significant impact on daily operations of the organization.
End user complaints or problems.
Complex issues or problems that are outside of the typical scope of responsibility.

V. If this position is supervisory, what are the duties related to employee development, work assignments and salary administration?

· This position does not have direct supervisory responsibilities.

VI. What is the general scope and magnitude of the operations with which this job is associated?

(staff size and title of positions that report to this position, number of assigned daily tasks, geographic area serviced)

Highly visible position as the primary point of contact with end users, assigned minor projects when time permits and will not interfere with main objective of servicing end user community.

VII. What type of environment does this job operate?

(laws, statues, organizational goals, policies, time constraints)

Operates in a complex multi-hospital environment. Work is routinely completed in response to urgent needs to respond to service requests and resolution of problems in a timely fashion manner that require near 100% attention to accuracy and detail.

Job Requirements:

Description: The competent level is an incumbent who is fully capable of performing the position almost immediately. The minimum level is an incumbent who has a different degree, experience level, etc., or who will need development/monitoring before achieving a competent level.

COMPETENT LEVEL QUALIFICATIONS

MINIMUM LEVEL QUALIFICATIONS

SKILLS

· Superior problem solving skills.

· Ability to provide after hours support to external and internal customers.

· Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.

· Strong msSQL query and data analysis skills

· Ability to effectively document support processes and procedures.

· Highly self motivated and directed.

· Ability to effectively prioritize and execute tasks in a high-pressure environment.

· 3-5 years experience in MS Windows server environment.

· 3-5 years experience configuring firewalls and VPN’s.

· 2-3 years experience in MSSQL query and data analysis.

· Understanding of workflow/process automation.

· Working knowledge of FTP/VPN technology.

· Working knowledge of Active Directory

· Fluent English

EDUCATION & EXPERIENCE

(Degrees, years in profession)

· Bachelor’s degree required in Computer Science or related field.

DRAFT

· Bachelor’s degree required in Computer Science or related field.

CERTIFICATION

(License, CPA)

· MCSE certification

· MCP certification

SPECIAL JOB CHARACTERISTICS REQ. ACCOMMODATIONS

(List any features of the working conditions that might require accommodation for an employee. This may include physical or other requirements of the job such as necessary travel, unusual work hours, lifting, climbing, and environmental abnormalities such as adverse, hazardous or unpleasant conditions.)

· Ability to sit for extended periods of time.

· Mobility to work in small spaces (under desks, around equipment in computers rooms etc.).

· Available to work weekends and overtime.

· Ability to lift and transport up to 50 pounds, such as computers and peripherals.

· 24x7 on-call support required.

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