UEM Administrator- IT Service Desk Support- FT- Days

DHR Health - US:TX:Edinburg - Days

Summary:

FLSA STATUS: Exempt Non-Exempt

MISSION STATEMENT:

Our Mission is to improve the well-being of those we serve with a commitment to excellence: every patient, every encounter, every time.

VISION:

Our Vision is to create a world-class health system to advance medicine and increase access for the communities we serve by empowering caregivers to heal through compassion, knowledge, innovation, integrated care and excellence.

POSITION SUMMARY:

The Unified Endpoint Management (U.E.M.) Administrator's role is to provide technical administration and support of the Matrix42 suite of applications (Empirum and Silverback) that I.T. uses.

Responsibilities include, but are not limited to, client design and administration of the stationary and mobile Windows, macOS, iOS, Android, and Linux-based systems. Policy management of the clients and the creation, planning, and rollout of software packages, operating system images, and system and software updates.

This individual will apply proven communication, analytical and problem-solving skills to help identify use cases to develop automation and orchestration of routine I.T. tasks. Generate and compile reports. Create standard operating procedures, knowledge articles, and provide end-user training.

POSITION EDUCATION/ QUALIFICATIONS:
An associates degree in a related technical discipline required
A bachelors degree in a related technical discipline preferred
I.T.I.L Foundation, SQL, JavaScript, and Windows PowerShell scripting or other technical certification(s) is a plus

JOB KNOWLEDGE/EXPERIENCE:
Five (5) years of experience working in enterprise I.T. support role
Minimum of three (3) years of experience providing technical support and system administration.
Knowledge of I.T.I.L. best practices for service management
Skill in organizing resources and establishing priorities
Experience, and a desire, to work in a team-oriented, collaborative environment
Good written and verbal communication skills are required
Ability to construct clear written procedures
Strong computer skills required with knowledge of Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook in an Exchange environment
Experience with multiple desktop and mobile operating systems, including (but not limited to) Microsoft Windows 10, Apple macOS, Apple iOS, Google Android, Raspbian, and Linux
Experience with Microsoft Active Directory objects and policy, including user rights and permissions, organizational units, and groups
Experience configuring, modifying, diagnosing, and troubleshooting computer hardware
Understanding of TCP/IP, O.S.I. model, and subnetting
In-depth experience with software packaging and MSI technologies
Basic know-how of software distribution and client patch management systems
Experience with Microsoft PowerShell, JAVA, and Bash scripting
Experience with Microsoft SQL Server and SQL queries
Experience with Microsoft Power B.I., including creating, modifying, and managing custom reports
Experience with SQL reporting services, including creating, modifying, and managing custom reports
Practical knowledge in importing data for use in report software, spreadsheets, graphs, and flow charts

Responsibilities:

POSITION RESPONSIBILITES:
Promotes the facility's mission, vision, and values by effectively communicating them to others. Considers Mission, Vision, and values in developing services, standards, and practices.
Deliver professional and excellent service to all levels of management and end-users across the organization
Demonstrate exceptional interpersonal skills, with a focus on listening and follow up questions
Present ideas in user-friendly language to non-technical staff and end-users
Utilize service management software to manage all requests, incidents, tasks, changes, and problems
Act as an escalation point for major requests and incidents and advise management on situations that may require additional support or escalation
Troubleshoot and resolve complex issues independently or in collaboration with others.
Work directly with other I.S. support teams to ensure prompt resolution to problems and develop new services
Assist with the development of junior team members
Develop and generate metrics, service statistics, and standardize reporting that drives improved customer experience and business outcomes weekly, monthly, or ad-hoc
Research solutions or information regarding technical issues
Performs stress and performance tests on a variety of computer hardware
Implementation of new hardware standards, including driver management
Conducts performance monitoring, utilizing database management tools to evaluate and resolve performance problems
Perform system administration, including version upgrades, hotfixes, patches, technical configuration, and advanced troubleshooting in test and production environments
Assessment of the criticality and security relevance of the respective software patches
Perform risk assessment for the installation of the patches (if necessary in cooperation with the impacted departments)
Provide regular reporting on patch activities
Preparation and coordination of regular patch cycles for operating systems and software applications
Creation of change forms and presentation of the changes to the Change Advisory Board (C.A.B.)
Creation of software packages and operating system images
Administration of the client management system (Empirum)
Create, manage and evolve knowledge articles to improve efficiency and effectiveness of problem identification and resolution
Build and maintain relationships with other I.S. teams to coordinate various I.T. functions and to obtain training material for support staff
Manage vendor relationships as they pertain to daily operational needs
Keep confidential all applicant, client, and patient and company proprietary information
Other duties as assigned
Some evening and weekend work will be required

LINES OF REPSONSIBILITES:

(Chain-of-command) (Technology Support Manager) 2. (Director, Service Desk Support)

Other information:

CUSTOMER SERVICE:

Provide excellent customer service to all DHR customers. All employees are required to attend the DHR C.A.R.E.S program which outlines the Customer Service Principals including: Commitment, Accountability, Respect, Excellence and Service.

AGE SPECIFIC:

Employees must be able to demonstrate the knowledge and skills necessary to provide care appropriate to the age of the patients served in his/her assigned unit. The individual must demonstrate knowledge of principles of growth and development over the life span and possess the ability to assess data reflective of the patient's status and interpret the appropriate information needed to identify each patient's requirement relative to his or her age.

AMERICANS WITH DISABILITIES ACT: (ADA):

A. Essential Duties: Indicated by bold print within performance standards, preceding individual numbered criteria.

The following table provides physical requirements that will be associated with, but not limited to, this position:

Light/moderate lifting up to 20 lbs, from the floor to shoulder height.

Yes

Kneeling

Yes

Must be able to assist other employees with lifting more than 20 lbs.

Yes

Walking

Yes

Light/moderate carrying up to 20 lbs.

Yes

Standing/Squatting

Yes

Straight pulling

Yes

Sitting

Yes

Pulling hand over hand

Yes

Pushing

Yes

Repeated bending

Yes

Stooping/Bending

Yes

Reaching above shoulder

Yes

Climbing Stairs

Yes

Simple grasping

Yes

Climbing Ladders

No

Dual simultaneous grasping

Yes

Depth Perceptions needed

Yes

Ability to see

Yes

Identify Colors

Yes

Operating office equipment

Yes

Twisting

Yes

Operating mechanical equipment

Yes

Crawling

No

Ability to read and write

Yes

Ability to Count

Yes

Ability to hear verbal communication without aid

Yes

Operating Personal Vehicle

Yes

Ability to comprehend written/verbal communication

Yes

Other: Ability to deal with stress

Yes

OSHA Category

III

B. Working Conditions: The individual spends over 95% of his/her time in an air-conditioned environment with varying exposures to noise. There is protection from weather conditions but not necessarily from temperature changes. The position does have low exposure to malodorous, infectious body fluids from patients and some minimal exposure to noxious smells from cleansing agents.

C. Occupational Exposure: This position has minimal to no exposure to blood, body fluids, or tissues and is an OSHA Category III (although situations can be imagined or hypothesized under which anyone, anywhere, might encounter potential exposure to body fluids). Person who performs these duties are not called upon as part of their employment to perform or assist in emergency medical care or first aid or to be potentially exposed in some other way.

D. Aptitudes: HIGH 1 2 3 4 5 6 LOW

Intelligence: General learning ability: The ability to "catch on" or understand instructions and underlying principles. Ability to reason and make judgments. 3

Verbal: Ability to understand meanings of words and ideas associated with them, and to use them effectively. To comprehend language, to understand relationships between words, and to understand meanings of whole sentences and paragraphs. To present information or ideas clearly. 3

Numerical: Ability to perform arithmetic operations quickly and accurately. 2

Spatial: Ability to comprehend forms in space and understands relationships of plane and solid objects. Frequently described as the ability to "visualize" objects or two or three dimensions, or to think visually of geometric forms. 2

Form Perception: Ability to perceive pertinent details and objects or in pictorial or graphic material to make visual comparisons and discriminations and see slight differences in shapes and shadings of figures and widths and lengths of lines. 3

Clerical Perception: Ability to receive pertinent details and verbal or tabular material. To observe differences in copy, to proofread words and numbers, and to avoid perceptual errors in arithmetic computation. 2

Motor Coordination: Ability to coordinate eyes and hands to fingers rapidly and accurately in making precise movements with speed. Ability to make a movement response accurately and quickly. 3

Finger Dexterity: Ability to move hands easily and skillfully. To work with fingers in placing and turning motions. 3

Manual Dexterity: Ability to move hands easily and skillfully. To work with hands in placing and turning motions. 3

Eye-Hand-Foot Coordination: Ability to move the hand and foot coordinately with each other in accordance with visual stimuli. 3

Color Discrimination: Ability to perceive and respond to similarities or differences in colors, shapes, or other values of the same or different color. To identify a particular color, or to recognize harmonious or contrasting color combinations, or to match color adequately. 3