Information Technology Support Specialist at Eskenazi Health in Indianapolis, Indiana

Desktop Support SpecialistIndianapolis Emergency Medical Services (EMS) is an organization that celebrates diversity, and seeks to employ a diverse workforce. We actively encourage all individuals to apply for employment and to seek advancement opportunities. Indianapolis EMS also provides reasonable accommodations to qualified individuals with disabilities as required by law. For additional questions please contact us at View phone number on click.appcast.io or View email address on click.appcast.io. FLSA Status Non-Exempt Job Role Summary The Desktop Support Specialist ensures the secure and efficient operation of the endpoint devices (PC's, laptops, scanners, barcode devices, printers, etc.) and associated equipment and infrastructure by receiving, documenting, imaging and deploying, while also actively participating in the resolution of end-user incidents and requests. This position strongly adheres to documented Standard Operating Procedures and associated policies, contributing to the successful accomplishment of the primary mission and continued success of Indianapolis EMS. The Desktop Support Specialist supports efforts to set and adhere to project deadlines and deliverables, test innovative solutions to solve organizational problems, and assist in root cause analysis and remediation efforts.Essential Functions and ResponsibilitiesProactively contributes to IEMS's mission: Advocate, Care, Teach and Serve with special emphasis on the vulnerable population of Marion County; models IEMS valuesParticipates in maintenance, monitoring, and issue resolution of all endpoint devices within IEMSInvestigate and resolve all endpoint issues and, when necessary, plans and/or recommends system or process changes based on information gained while resolving issueEmploys latest technological resources to simplify and streamline their troubleshooting processServes as a technical resource for department peers and aids in their efforts to resolve issuesCreates and maintains all endpoint and related component support knowledge documentation for IEMS IS/ITServes as primary technical resource and contact for all requested moves/adds/changes for endpoint hardware, software, and related network infrastructureMaintains knowledge and skills, and self-educates on the key aspects of the job: customer service, Windows OS, hardware, and information related to the current endpoint builds, and the network infrastructure that relates to the aboveParticipates in after-hours on-call rotation to ensure proper 7x24 operations regarding endpoint architecture and application deliveryObserves ITIL Framework and applies best practices for supporting endpoints and related resources including appropriate work routines, troubleshooting methods, incident prioritization, and knowledge documentationCommunicates with professionalism and assists other IS/IT departments in planning and implementing new applications, software, or hardwareProvides direct customer service, on site when necessary, and coordinates proper escalation of any issues or problems which merit itMonitors ticketing system service orders to ensure expeditious customer resolution, with emphasis on quality, to be measured by reopened ticketsCommunicates with users as to the status of identified problems and resolutionMaintains complete and accurate documentation of issue root cause and resolution processInstructs users in appropriate use and maintenance of equipment as appropriate, including observing institutional Information Security practices and guidelinesActs as an ambassador of the IS/IT departmentAssociated Job DutiesActs as liaison between IEMS staff, vendors, and end-usersPerforms other job-related duties as assignedJob RequirementsAssociate degree in Computer Science or related field, or three years of varied/related experience in a hospital or large institution data processing environment may be accepted in lieu of educational requirementsRelevant certifications/training for areas of technical responsibility (e.g. A+/Net+, MCSE/MCSA, CNE, PMI/PMP, etc.)Valid Indiana driver's license that meets the IEMS driving policy requirementsInterpersonal skills and a customer service understanding. Ability to communicate and exchange information. Willingness to work as part of a team in a dynamic and complex environment. Ability to work with a variety of people with varying degrees of technical and/or clinical knowledgeKnowledge, Skills & AbilitiesBasic understanding of IEMS procedures and IT problem escalation methodsRobust technical knowledge of pcs and desktop hardwareIntermediate knowledge of Microsoft's desktop OS' including Windows 10 as well as future versions of the OSIntermediate knowledge of Apple's desktop OS' as well as future versions of the OSIntermediate knowledge of Android's mobile OS' as well as future versions of the OSIntermediate knowledge of Apple's mobile OS' as well as future versions of the OSSolid ability to provide Microsoft Office 365 support, in addition to other common Microsoft productsGeneral efficacy participating in projects of any sizeKnowledge of network infrastructure design basic principles, as well as the ability to actively participate in network problem troubleshooting and root cause analysisKnowledge of one or more of the following technologies: areas including Information Security, Symantec Endpoint Protection, Altiris, and/or Mobile Device Management solutionsKnowledge of data restorationKnowledge of remote-control toolsAbility to operate varied computer equipmentAbility to identify, analyze and solve problemsAbility to communicate effectively with departmental personnel and all levels of personnel throughout the organization, demonstrating self-confidence and solid interpersonal skillsAbility to listen effectively, inquire thoroughly, and maintain a professional demeanor under stressAbility to achieve accurate, established deadlines and production levelsAbility to review systems for optimization and accuracyResponsibilityMaintains patient and family confidentialityMaintains protected health information in accordance with HIPAA and FERPA privacy guidelines and regulationsJudgmentEmployee may work independently under the general direction of their leaderContacts- Internal/ExternalActs as liaison between IEMS staff, vendors, and end-usersRegular interfacing with clients to ensure smooth operationRegular contact with vendors and other computer professionalsSpecial Effort RequiredExercises sound judgment: makes decisions to determine extent of problems and decide on appropriate course of actionDetermines when a procedure is no longer effective and implements revisionStrictly adheres to documented Standard Operating Procedures to ensure accuracy of daily operationsResponsible for proper use and care of computer equipmentProfessional image and groomingParticipates in after-hours coverage through participation in on-call support rotationWorking EnvironmentGeneral office settings, data centers, and patient care areasMay be required to attend meetings or perform work remoteDuties performed in IS and onsite throughout the hospital and off campus locations containing data equipment/services supporting IEMSIt is Indianapolis EMS' philosophy and policy to treat employees and applicants fairly and without regard to sex, race, color, religion, national origin, ancestry, age, sexual orientation, gender identity, veteran's status or physical or mental ability. Discrimination against any employee or applicant based on any of these conditions will not be allowed or tolerated.Nearest Major Market: Indianapolis