Coordinator

Job Summary:

Primary role is to support and maintain RWJBarnabas Health s users and infrastructure for Mobile Health (Emergency Medical Service) Division. Responsibilities include the coordination and fulfillment of incidents and requests through service management while adhering to organizational policies and procedures. Must represent company in a professional and enthusiastic manner; by providing excellent customer service and supporting the company s mission/vision.

Essential Functions:

• Must consistently meet key metrics on incidents and requests: tickets per month, tickets resolved within SLA, mean time to resolve, etc. Assist the team by triaging the tickets in the work queue.

• Provide support in the purchase flow of IT Asset including obtaining vendor quotes, initiating internal approvals, tracking receipts, imaging of devices, and accounting of new assets into preferred inventory system.

• Must follow IT Asset Management Lifecycle; procedures and protocols on handling hardware and software requests, refresh, disposal, and maintaining an asset tracking database.

• Assist in department efforts and processes related to Asset Management

• Provide support in various department initiatives including process documentation and other new project assigned to the team.

• Provide thorough documentation and timely updates within ITSM ticketing system.

• Assist department manager in on-going assessment and upgrading of IT assets; may research and evaluate hardware and software.

• Monitor and troubleshoot computer hardware and software, mobile devices, telecom, and networking problems as they occur.

• Prioritize problems by following established priority, ensures all jobs are completed as scheduled or requested within SLA guidelines. Assignments should be completed thoroughly in an accurate, prompt, and neat manner.

• Maintain licenses and upgrade schedules

• Perform advanced hardware and software repair procedures on desktop and laptop computers, performing data backup and recovery as needed.

• Assist employees with technical requests by troubleshooting, resolution, and escalation if required. Provide guidance to conditions which must be met to fulfill requests

• Evaluate all assets to ensure security compliance including but not limited to: antivirus protection, patch management, data encryption, etc

• Available for on-call and after hours support and responding to escalations in a timely manner. Carry company provided mobile phone, and answer your phone, texts in a timely manner

• Perform training to staff and customers on various technology topics, including hardware configurations, processes, and applications

• Perform additional duties and responsibilities as requested by management

Qualifications/Education/Training/Certification/Licensure:

Required:

• Associate degree in a computer related discipline such as computer science, information technology, or information science

• At least 1-2 years of experience supporting large organizations in a desktop support role

Preferred:

• Bachelor s Degree preferred in computer science, information technology, information science, or in a related computer discipline

• Experience in healthcare field helpful within the information technology field and some customer service capacity.

Additional Information:

About Emergency Medical Services

Now as the largest unified EMS provider in the state, RWJBH EMS serves as the system-wide EMS Division for the RWJBarnabas Health. Achieved by unifying and growing the previously established divisions including RWJ Mobile Health Services (New Brunswick, Somerset, and Hamilton), Rahway MICU, and Jersey City Medical Center EMS.

RWJBH EMS has been continuously providing emergency medical services (EMS) since 1982 to a coverage area that spans 9 counties in New Jersey and over 20 municipalities. We are a comprehensive EMS division that provides basic life support (BLS), advanced life support (ALS), specialty care transport (SCT), EMS communications, EMS and trauma education, community outreach, injury prevention education, and EMS disaster response and education. As the largest EMS provider in the state and one of the largest in the country, RWJBH EMS treats and transports more than 120,000 patients annually.

RWJBH EMS is dedicated to delivering our patients high-quality treatment and transportation with compassion, dignity, empathy, and respect. As the region s needs for healthcare evolve, new challenges arise. RWJBH EMS meets these challenges with state of the art equipment, a modern fleet, a superior communications center, and a dedicated team of medical directors and leadership. Most importantly, we have skilled, caring EMS professionals who make us proud every day.

RWJBarnabas Health is an Equal Opportunity Employer