Please note that this is a 1 year contract position.
Purpose of Position
The Information Technology (IT) Coordinator will provide user assistance, assist users in the use of applications, consult in new program deployment, diagnose and troubleshoot problems, coordinate routine maintenance, and support data and voice communications in a clinical setting. IT Support Analyst responsibilities include troubleshooting, prioritizing, and completing projects in a timely manner, as well as escalating complex issues to other County Information Technology (IT) teams and the Information Technology Outsourcing Contractor (ITOC).
Under general direction, apply specialized application functional knowledge to support the end users by acting as the point of contact between the County and ITOC to coordinate day to day application support activities
Responsible for oversight of IT activities related to processes of user access, incidents, service interruptions and planned downtimes; also responsible for documenting and communicating processes to ensure consistent user experience
Develop an understanding of complex business processes and differentiate between functional and system requirements. Interact with customers and extended team members to gain an understanding of the business environment, technical context, and organizational strategic direction.
Serve as the technical coordinator to assist end-users with their issues by interpreting, analyzing, diagnosing, documenting and resolving IT issues related to internally supported hardware and software. Oversee and monitor desktop support and applications support to ensure problems are addressed and resolved appropriately
Support users with setup and usage of business and clinical applications
Manage and coordinate with the user community, ITOC and vendors to resolve user reported problems. Communicate resolution status proactively to ensure customer timeframe expectations are met or exceeded.
Coordinate and collaborate with the ITOC and the County for system upgrades and resolution of issues related to the application. Promptly categorizes, generates, routes and escalates, when necessary, customer requests that are beyond the normal area of responsibility.
Produce and maintain documentation and critical configuration information for key systems
Coordinate and conduct training sessions including development of training documentation
Test new software and evaluate potential software requirements
Make recommendations for system improvement and enhancement
Medical device support. Document and inventory medical devices, coordinate maintenance, calibration, updates, and repairs of medical devices. Coordinate computer and network connectivity for medical devices.
Submit incident tickets, installation, move and change requests, and IT service request on behalf of end-users. Serve as primary point of contact for all types of request and coordinate services.
Perform other related duties and projects as business needs require
DESIRED PROFESSIONAL SKILLS AND EXPERIENCE
Excellent customer service, critical thinking and creative problem-solving skills
Ability to collect, identify, define, and document the user interactions and metrics in accordance with prescribed standards
Demonstrate the ability to understand multi-faceted client environments, objectives, and constraints
Ability to understand physician practices, EHR vendors, EHR implementation, clinical workflows and healthcare regulatory compliance preferred
Working knowledge of modern information technology systems (computer operations, audio visual systems). Knowledge of information systems requirements for support of computer software and hardware as well as various business applications
Excellent oral and written communication skills and indirect influencing capabilities combined with a strong technical background
Must be able to work in a team environment and independently with minimal management oversight
Must possess high energy and strong motivation to make a difference and help others
The work is fast paced with changing priorities. Task switching without loss of productivity is a must.
Knowledge of computer and network connected medical devices is desired
Bachelor's degree in Information Systems, Computer Science or related field plus two years of work experience in a IT Support Analyst position OR any equivalent combination of education, experience and/or training sufficient to demonstrate the required knowledge, skills and abilities
Background check and pre-employment drug screen required
Must have a satisfactory driving record and valid California State Driver s License
Applicants must provide their phone number. Reference Job Number 5125
San Francisco, CAContact