Primary DutiesCoordinates with Clinical and IT Leadership to improve clinical outcomes through process improvement within the clinical systems. Provides on-going support including resolution of application system problems and development of enhancements to meet changing needs and priorities, post implementation; interfaces with clinical system vendors and serves as site liaison. Conducts and facilitates the clinical system user training during general orientation. Participates in asset tracking, inventory management, procurement, telecom/network maintenance, vendor management, and process improvement activities. Provides technical support, troubleshooting, and deployment for software applications. Monitors support requests to ensure OLA/SLA targets are met; tracks and reports quantitative/qualitative metrics to IT Leadership
Help Desk and Customer ServiceInterviews clinical staff to determine nature and scope of the issue, and the appropriate response/action. Diagnoses, resolves and closes customer issues according to service level guidelines. Promptly escalates issues to higher level technical support or management when necessary. Reviews, assigns, and completes support requests in help desk management system. Diagnoses, resolves, and closes customer issues according to service level guidelines. Promptly escalates issues to higher level technical support or management when necessary. Provides end-user desktop training when appropriate and participates in on-call rotation.
