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Form of workThis mission-critical role will under general supervision, provides software and hardware troubleshooting activities for the UT Health clinical practice enterprise. Jobs in this family are responsible for tier one and some tier two support and initial troubleshooting of the UT Health clinical practice's software, hardware, service requests, triage and escalation of issues to the appropriate application teams, assists with application management of UT Health IT Helpdesk software systems used in the UT Health Physicians enterprise, and monitoring/updating the UT Health clinical practice's ticketing system.
Knowledge, Skills and Abilities:
- Computer Skills: Moderate knowledge of Microsoft Office (Word, Excel, and Outlook) and both PC and MAC software, hardware, operating systems and network environments.
- Language Skills: Ability to read and follow complex instructions, and to analyze and diagnose problems with computer workstations in a networked environment.
- Ability to write routine reports and correspondence.
- Ability to speak and interact with all levels of computer users.
- Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
- Ability to deal with problems involving a few concrete variables in standardized situations.
- Attention to Detail: The ability to maintain a professional demeanor, pay attention to details and set priorities in a fast-paced environment.
- Professionalism in delegating assignments and follow-up on project completion and accuracy.
- Ability to follow and provide complex instructions as well as to analyze and diagnose problems within the network environment.
Job Duties:
- Troubleshoots tier one and some tier two computer workstation and clinical practice software issues. Recommends solutions and alternatives to the clinical enterprise; may contact vendors and other local or remote experts for assistance with more difficult problems.
- Provides tier one and some tier two technical consulting and troubleshooting to the clinical enterprise for clinical practice software applications, hardware-related problems, and network problems.
- Research the root cause of issues relating to the clinical information systems to include standard workflow issues, work queues and training deficiencies; may contact clinical application teams for assistance with more difficult problems.
- Perform desktop hardware repair for PC computer equipment, peripherals, and printers.
- Acts as in-house consultant for researching alternate approaches to clinical practice software and hardware issues when standardized approaches cannot be applied.
- Consults with more senior team members to determine information systems needs and recommend solutions.
- Maintains professional growth and development and keep abreast of latest trends in area of expertise.
- Assists with on-site training of Health Physicians clinical practice software and hardware.
- Assists with application management of UT Health IT Helpdesk software systems such as Microsoft System Center, Microsoft OS version management, SSO software applications, EPIC Workstation Management and other business software used in the UT Health Physicians enterprise.
- Provide support for affiliated hospital systems.
- Performs all other duties as assigned.
Education:
Associate degree in a computer science, business, medical or related field is required.
Experience:
Three (3) years of experience is required.
Experience in an information technology or business environment may be substituted for education.
Additional Licenses and Certifications:
Bachelor's degree preferred.
Computer Industry certification such as Microsoft (MCP), CompTIA (A+), Cisco (CCNA) required.
Computer and software support in a clinical environment preferred.
