Information Systems (IS) Specialist

About Steward Health Care
Nearly a decade ago, Steward Health Care System emerged as a different kind of health care company designed to usher in a new era of wellness. One that provides our patients better, more proactive care at a sustainable cost, our providers unrivaled coordination of care, and our communities greater prosperity and stability.
As the country's largest physician-led, minority-owned, integrated health care system, our doctors can be certain that we share their interests and those of their patients. Together we are on a mission to revolutionize the way health care is delivered - creating healthier lives, thriving communities and a better world.
Steward is among the nation’s largest and most successful accountable care organizations (ACO), with more than 5,500 providers and 43,000 health care professionals who care for 12.3 million patients a year through a closely integrated network of hospitals, multispecialty medical groups, urgent care centers, skilled nursing facilities and behavioral health centers.
Based in Dallas, Steward currently operates 33 hospitals across Arizona, Arkansas, Florida, Louisiana, Massachusetts, Ohio, Pennsylvania, and Texas.

KEY RESPONSIBILITIES:

• Provide first level superior customer service to internal and external clients, customers, and patients
• Consult with hospital personnel to determine hardware and software solutions meet defined specifications and research and rectify any reported deviations
• Respond to all reported Information Technology issues to identify and understand reports problems, engage expertise, ascertain and apply solutions, and educate/inform end users of resolutions
• Design and champion required alterations to hardware or software solutions needed to meet business requirements
• Work with leaders and peers to ensure enterprise approach to process, procedures and technology
• Support maintenance, updates, modifications, troubleshooting, and assessment of all supported hospital and branch office computers, printers, and other peripheral devices
• Support deployment, software installation, testing of network connections and varying troubleshooting services
• Troubleshoot technical problems with workstations and standalone PCs, laser and label printers, network connectivity, and peripheral hardware and bring issues to resolution in a timely manner
• Provide first and sometimes second level technical support for other Network Technicians and for the Support Center
• Review assigned calls in the call tracking system and take appropriate action to resolve issues. Ensure that all tickets are updated with information in a timely manner
• Provide regular on-call duties as scheduled
• Prioritize and escalate critical problems within given guidelines
• Utilize and enhance shared documentation resources to help resolve issues and improve group efficiency
• Demonstrate the ability to work with minimal supervision and direction
• Triage calls and user issues to determine bests means for resolution
• Plan and execute moves, adds and changes of PC and Printer equipment
• Maintain a flexible schedule in accordance with the needs of the department
• Mentor and provide guidance to junior Information Systems Specialist team members
• Conform to all departmental and enterprise standards, policies, and procedures
• Provide setup and installation services for networked devices using Steward's standard operating procedures and asset management procedures
• Participate in the execution of large deployment projects and/or departmental moves
• Develop an understanding and awareness of the enterprise, including its objectives, design, strategies, departmental initiatives, staffing and the roles of key players in the organization
• Occasionally lift and carry supplies and equipment weighing up to 30 pounds
• Maintain a clean and orderly workplace, organizing and properly disposing of hardware, software and miscellaneous items in accordance with hospital, departmental and enterprise standards
• Travel to other sites required

• Demonstrates respect and regard for the dignity of all patients, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment
• Commits to recognize and respect cultural diversity for all customers (internal and external)
• Communicates effectively with internal and external customers with respect of differences in cultures, values, beliefs and ages, utilizing interpreters when needed

REQUIRED KNOWLEDGE & SKILLS:

• Strong analytical and problem-solving skills
• Ability to multitask and prioritize work requirements
• Excellent interpersonal and communications skills, including the ability to establish and maintain effective working relationships with others
• Excellent organizational skills
• Ability to follow direction and troubleshoot issues
• Ability to work independently and take initiative over diverse project areas
• Ability to be flexible, versatile, and adaptable in day-to-day activities conducted in a multi-site environment
• Rely on experience and judgment to plan and accomplish goals
• Ability to express ideas concisely and clearly, orally and in writing
• Ability to manage small projects, provide regular communication, and maintain a mutually agreeable schedule
• Ability to effectively prioritize projects and daily workflow
• Ability to effectively prepare presentation material and present information to IS staff, management, hospital personnel and public groups
• Ability to strategically plan and be proactive in approach
• Ability to read, analyze and interpret applicable technical documentation, system reports, software licenses and contracts

EDUCATION/EXPERIENCE/LICENSURE/TECHNICAL/OTHER:

1. Education:  2-year college program certificate, or equivalent work experience
2. Experience: 5 years’ experience in a customer services focused environments, Healthcare  IT preferred
3. Certification/Licensure:  Industry standard certification Microsoft Certified Desktop Technician (MCDST), CompTIA A , and/or CompTIA Network is preferred
4. Software/Hardware:
   1. Hands on PC and Macintosh experience in installation, repair and troubleshooting
   2. Expert knowledge of PC hardware and associated subsystems
   3. Expert knowledge of Windows desktop operating systems
   4. General knowledge of MSOffice, Exchange, IE, Safari, Activesynch, MS Project, MSVisio
   5. General knowledge of hospital applications to assist with troubleshooting and service
   6. Knowledge of client-server computing
   7. Knowledge of printer hardware and experience in installation, repair and troubleshooting
   8. Knowledge of basic data communications networking and telecomm equipment, including hubs, routers and cabling infrastructure
   9. Knowledge of LAN/WAN internet working protocols

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.  However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal ability to furnish information. 41 CFR 630-1.35.

Steward Health Care is proud to be a minority, physician owned organization. Diversity, equity, inclusion and belonging are at the foundation of the care we provide, the community services we support and all our employment practices. We do not discriminate on the grounds of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, and or expression or any other non-job-related characteristic.