Assist a small team of field service personnel who perform Baylor Scott & White project implementations, incident management and desktop support activities. Schedules and trains field service representatives. Responsibilities include managing ITSM queues, interfacing with customers on escalated incidents, and providing coaching to junior analysts. Reviews and approves knowledge articles and leads continuous improvement efforts for the department. In addition, this position supports Information Services customers and technicians as an escalation point with senior abilities and knowledge. A strong background in technical support, customer service and understanding of client-server relationships, networking, and diverse hardware devices is required for satisfactory results in this position
WHAT IS EXPECTED (ESSENTIAL FUNCTIONS)
Responsible for the day-to-day operational activities of IS that includes staff assignments, daily activities, service desk, ticket management and IT relationships.
Coordinate regional IT activities with Corporate IT office and Project Phoenix (Epic).
Responsible for knowing and communicating all IT activities and/or events within the region.
Build strong working relationships with Corporate IT Staff and Regional Leadership Staff.
Communicate with users and resolve escalations in a timely and positive manner.
Ensure the correct and timely categorization and prioritization of incidents and requests and escalate or assign service tickets to support staff by actively monitoring service queues.
Support hospital equipment and fix, repair, replace A/V related equipment and/or personal computing devices (independent of platform specifications) data migration, storage repair, and backup.
Documentation - work related systems (projects, task management system, provide technical review and analysis of all knowledgebase articles, daily activities, end user e-mail and correspondence).
Perform as a member or project manager of a project, maintain milestones, and practice teamwork with high performance. Communicate regularly with leadership on the health and progress of the project. On Call
KNOWLEDGE, SKILLS AND ABILITIES
Teamwork and relationships with others
Time management and quality delivery
The information contained in this job description is intended to describe the essential job functions required of those assigned to this job. It is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, and abilities needed to perform the job. Please note that management retains the right to assign or reassign duties and responsibilities to this job at any time. The ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to effective customer service delivery, integrity, and the ability to work productively as a member of a team or work group are basic requirements of all positions at Baylor Scott & White Health.
Specialty/Department/Practice IT/Health Plan
Shift/Schedule 1st Shift/Daytime
Benefits Our competitive benefits package includes*:
Immediate eligibility for health and welfare benefits
401(k) savings plan with dollar-for-dollar match up to 5%
PTO accrual beginning Day 1
Associates or Equivalent experience
4+ years of experience required
Baylor Scott & White Health