IT Information Systems Support Specialist - Full Time Days at Williamson Medical Center – FRANKLIN, Tennessee

ABOUT WILLIAMSON HEALTH | Williamson Health is a regional healthcare system based in Williamson County, Tennessee, with more than 2,300 employees across more than 30 locations and more than 860 physicians and advanced care practitioners offering exceptional healthcare across 60-plus specialties and subspecialties close to home. The flagship facility, Williamson Medical Center, which recently opened its new Boyer-Bryan West Tower, offers extensive women’s services, state-of-the-art cardiology services, advanced surgical technologies, an award-winning obstetrics and NICU, leading-edge orthopaedics, outpatient imaging services, and distinct comprehensive emergency and inpatient services for both adult and pediatric patients. Other Williamson Health service providers include the Bone and Joint Institute of Tennessee, The Turner-Dugas Breast Health Center, Monroe Carell Jr. Children’s Hospital Vanderbilt at Williamson Medical Center, Williamson Health physician practices that are strategically located throughout the community, countywide Emergency Medical Services that include 18 rapid response units, Williamson Health Foundation, and multiple joint venture Vanderbilt Health and Williamson Medical Center Walk-In Clinics in Williamson County. Learn more about our many specialized services at WilliamsonHealth.org.

Williamson Health is a system where your talents will be valued and your skillset expanded. We are rooted in our promise to world-class, compassionate care for the residents of Williamson County and surrounding communities, taking exceptional pride in serving our community. We’re committed to empowering our employees to work in innovative ways and reserve time and space for curiosity, laughter and creativity. We value and support the diversity and cultural differences among one another and are committed to upholding an inclusive environment that appreciates the uniqueness of all individuals. Our values are at the heart of everything we do: respect for every individual, the health and total well-being of all people, human compassion and integrity. These shape who we are as an organization and are essential for delivering the highest level of culturally competent care and treatment of every patient, family member, visitor, physician and employee.

Williamson Health is pleased to offer a comprehensive benefits program, that offers you choice and flexibility, so you can take charge of your physical, financial, and emotional well-being.
o Medical, Dental, Vision
o PTO
o Retirement Matching
o Tuition reimbursement
o Discount programs
o FSA (Flexible Spending Accounts)
o Identity Theft Protection
o Legal Aid

Williamson Health is an equal-opportunity employer and a drug-free workplace.

POSITION SUMMARY

Installs and manages desktop and mobile computers and networked attached devices, while ensuring the integrity of the computing environment. This includes diagnosing and repairing system problems, addressing service requests, and documenting issues resolved for the facility and physician practice user community. The position requires employee to be customer service oriented, and proactive in anticipating and resolving computer problems. Participates in the after hours IT on call rotation – typically every 4th week and weekend, but may be more frequent.

POSITION REQUIREMENTS

Formal Education / Training:
High School Diploma required. Preferred certifications include A+, Microsoft, or Cisco.

Workplace Experience:
At least two years of experience supporting Window-based computers, networked printers, and peripheral devices such as bar code scanners. Basic competence in Microsoft Active Directory, Citrix Xenapp, and endpoint security are required. Experience with basic networking, telecommunications, and data cabling certifications are a plus. The ability to communicate with both technical and non-technical hospital staff is essential to this job function.

Equipment and Skills Training:
Familiar with ticketing management software, preferably Service Now. Skills include: typing, organization of multiple projects, and communication (both verbal and written) with hospital partners, vendors and hospital staff.

Physical Environment:
Applicant will be familiar with office and hospital settings, and all areas pertinent to the position.

Physical Effort:
Requires significant unrestricted movement in and around entire hospital campus, and the ability to stoop, bend, reach and lift in areas where computer equipment exists, including small closets, under desks and shelves. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other communications/computer components. Installation and inspection of cables and wiring in floors and ceilings. Lifting and transporting of moderately heavy objects, such as communications equipment and peripherals.

PERFORMANCE STANDARDS

1. Identifies reoccurring issues and proactively works with Application Analysts, Engineers, or Service Desk Coordinator to address, minimizing impacts on end-user or systems
2. Triage and resolve incidents reported to the Service Desk through e-mail inquiries, phone calls, and ticketing system
3. Effective communication with IT customers, vendors, and IT staff
4. Maintain records for equipment inventory, system configurations, preventive maintenance, etc.
5. Investigate the configuration, loading, upgrading and troubleshooting of the operating system software for PCs.
6. Ensures internal process and procedures are being followed to in regards to upgrades, access, terminations, and computer builds. Performs self-audits periodically.
7. Maintain current knowledge of protocols and standards in support of computers, printers, scanners, and other IT equipment.
8. Participate in projects as coordinated by others in the IT Department. Complete assignments within the required timeframes specified.
9. Maintain current status of open tickets, and complete tickets in a timely manner.
10. Maintains an organized and clean work area, including shared IT storage and work areas.
11. Works independently and directly with customers as the “front line” of IT support for the hospital and clinics. Gather information, diagnose the customers’ technical issues, research appropriate solutions, and follow-up afterwards.
12. Participate in the IT after hours on call support rotation – typically every 4th week. Demonstrate responsiveness and effectiveness in this role.