To provide hardware and application software support and training for various departments throughout MCD, and to function as the front line of contact for specific applications as it relates to Information Services.
Principal Duties & Responsibilities:
Performs primary problem resolution procedures, utilizing the on-line Problem Management system, and acts as a liaison among users,
support staff, vendors and IS management.
Analyzes problem reports and recommends improvements/solutions.
Provides application support to users for access, modifications, and changes.
Provides first level support for application processes and procedures.
Provides low level data administration (i.e., monitoring, archiving, etc.)
Provides application security administration.
Installs terminals, printers, instruments, and other peripherals.
Maintains inventory and equipment tagging.
Provides application problem solving to Hotline Specialists in area of expertise.
Triages workload relative to making decisions concerning priority of problem resolution.
Logs problem calls in a computerized problem tracking system (ServiceNow).
Interfaces with vendors for software repair.
Trains users on application use, procedures, and elementary problem determination.
Analyzes problems for trends and recommends changes for improved service.
Obtains ongoing technical and customer service training to ensure user satisfaction and personal job growth.
Assists the manager in other duties assigned.
Performs assigned work safely, adhering to established departmental safety rules and practices.
Reports to supervisor in a timely manner, any unsafe activities, conditions, hazards or safety violations that may cause injury to oneself, other employees, patients and visitors.
Performs other duties as required.
Experience & Education Requirements :
High school graduate.
Minimum of five years experience in Information Services which includes at least one year in a hospital environment, and two years in either a customer service or computer operations environment; and experience or training in specific applications.
An equivalent combination of education and experience may be substituted.
Should be functioning without close supervision within a three month period.
Internal Number: JR54031
About Christiana Care Health System
Christiana Care Health System is headquartered in Wilmington, Delaware and is one of the country's largest health care providers, ranking 21st in the nation for hospital admissions. Christiana Care is proudly a Nurse Magnet recognized institution. Christiana Care Health System is also one of the largest health care providers in the mid-Atlantic region, serving all of Delaware and portions of seven counties bordering the state in Pennsylvania, Maryland and New Jersey. A not-for-profit, non-sectarian health system, Christiana Care includes two hospitals with more than 1,100 patient beds, and is a major teaching hospital with two campuses. Christiana Care is continually recognized for excellence on a regional and national level. Our role in the community is expressed in the Christiana Care Way: "We serve our neighbors as respectful, expert, caring partners in their health. We do this by creating innovative, effective, affordable systems of care that our neighbors value."Christiana Care is a great place to work because we value diversity and recognize it to be a core part of our success. Because of the diversity of our employees, affiliated health professionals and volunteers, we are... positioned to meet the unique needs of our patients and community. We acknowledge and celebrate the uniqueness and talent of each employee. Because of our talented workforce we are able to provide a quality healthcare experience to our patients and community. We strive to create an inclusive environment in which individual diversity can be leveraged and thrive. Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.