HIT Technical Support Engineer

HIT Technical Support Engineer

Requirements

• Bachelor’s Degree (or equivalent knowledge) in Information Technology or related field.
• Typically requires 5 years of experience in a complex information technology environment that includes experience with system design, installation, and support.
• Understands complex requirements and solutions that integrate multi-platform applications.
• Excellent communication and customer service skills.
• Knowledge of a variety of hardware platforms, architecture, and operating systems.
• Excellent skills in project planning and management.
• Automated software deployment and device management tools.
• Application programming and/or scripting, DevOps best practices, database administration.
• Active Directory experience that includes group policy creation and administration, user and device management.
• Microsoft Office productivity platforms.

Responsibilities

• Enforces, applies architecture standards/governance, provides input to corporate policies.
• Collaborates with multi-disciplinary teams to mitigate risks.
• Consultants to improve work processes, address information system or operational inefficiencies.
• Implements existing device security standards.
• Provides senior-level consulting to end-users for solution requirements.
• Oversees adherence to change control processes, provides guidance/oversight to team members.
• Responsible for all end-point devices, including desktop, mobile, and print.
• Monitors/analyzes environment to prevent issues.
• Employs tools, rounding, or observation to find improvement opportunities.
• Analyzes data to identify systemic issues/risks to prevent incidents.
• In collaboration with engineering, develops/executes corrective action plans.
• Provides guidance to technicians as it relates to deployment of software using defined processes.
• Acts as highest-level within support services to escalate troubleshooting for the most technically complex, complicated, challenging issues.
• Ensures fleet management is documented.
• Responsible for all aspects of technical operations.
• Creates/executes coding/scripting to achieve operational imperatives.
• Employs best practice in development operations.
• Provides consultation across enterprise environment.
• Documents coding/scripting and process re-engineering.
• Ensures incidents/service requests are resolved within service level objectives.
• Analyzes performance metrics to improve cost/service efficiency.
• Provides direct feedback for team performance, standards compliance, and technical proficiency.
• Effectively communicates with senior leadership and end users to instill confidence in strategy and execution.
• Serves as technical subject matter expert (SME) for site/regional projects of varying size and complexity.
• Develops/executes project plans and coordinates team member activities.
• Coordinates and provides guidance to project team meetings and communicates project status to all stakeholders.
• Escalates issues as required.
• Serves as the highest technical matrix resource within Support Services for activities/reviews that require support or resources from other teams including technical team, networking, security and vendor.
• Ensures project documentation is completed.
• Manages escalation process of the most technically complex issues.
• Provides subject matter expertise on software deployment, information security management, operations oversight, environment testing, procedure management, standards, and compliance.
• Interacts regularly with site service line and operational leaders to collect and understand new business needs, relevant issues or adoption barriers.
• Locates existing solutions or works with engineering to develop new technology to solve issues.
• Serves as a technical expert across HIT Support Services in the technical review process.
• Defines and oversees management of site-based activities in information security/availability, testing, procedure management, compliance, and fiscal responsibility.
• Site representative on system-wide enterprise technical oversight committees.
• Collaborates with core technology owners to enhance and measure adoption/optimization goals.
• Ensures core application and local site technology training is available and team members maintain competency.
• Maintains a culture that requires staff to continuously discover and learn new technology and advancements.
• Coordinates and guides staff on-boarding process to ensure new team members become immediately productive.

Preferred Qualifications

No preferred qualifications provided.