IS Support Technician 2-8135

Staff Position Description

Position Title: Support Technician II Position Code: TechSup2-8135

Department: Information Systems Safety Sensitive: YES

Reports to: Chief Information Officer/Manager Exempt Status: NO

Position

Purpose:

All KHI employees are expected to perform their respective tasks and duties in such a way that supports KHI’s vision of providing the region’s best clinical care and patient service through an environment that fosters respect for others and pride in performance.

• Requires the ability to work a high degree of autonomy to prioritize, track, document and resolve service requests.
• Responds to service/supports request from all offices within the KRMC enterprise (main campus, East campus and community practices). Reliable transportation is required.
• May be required to join a project team in addition to normal duties.
• In this capacity, they will work as part of a multidiscipline team to complete enterprise level projects. Support Technicians are required to maintain current knowledge of new and emerging technology and processes that are within their scope of duties.
• Resolves user service requests in a timely manner, with appropriate communication and follow-up provided to the user.
• Escalates service requests to higher level support if the resolution is beyond current skills and/or scope.
• Assist in the deployment/ installation of new applications and enhancements to existing applications as defined by project plans.
• Maintains department documentation regarding service requests and resolutions.
• Ensures compatibility and interoperability of computing systems and peripherals.
• Proactively reviews existing systems and repair/replace as needed.
• Provides proactive orientation to end users for all modified and new systems deployed.
• Maintains system security and integrity through enterprise antivirus maintenance.
• Escalates issues as warranted.
• Assists IS teammates in resolving system wide issues.
• Displays exemplary customer service with an emphasis on patients, understanding, and keeping a positive attitude.
• Ensures work is performed in a neat and well organized manner.
• Addresses safety issues on sight.

• Provides excellent customer service as reported by IS customers.
• Adheres to the Behavioral Expectations Agreement.

• Works with the user community in satisfying their needs.
• Effectively manages work orders and/or project assignments.
• Meets project deadlines 90% of the time.
• Encourages the user community to actively participate in developing requirements, testing, and acceptance of the system.
• Effectively consults with other IS staff to determine database requirements, equipment compatibility, and operating objectives.
• Resolves problem situations expeditiously.

• Demonstrates a consistent level of performance while striving to maintain a steady level of productivity.
• Consistently demonstrates the ability to adapt to changes in the work load.
• Regularly accepts additional work and always is willing to adapt to changing priorities.

• Demonstrates knowledge of departmental development and documentation standards.
• Demonstrates an interest in professional development through participation in education workshops or through reading technical documentation or journals.
• Demonstrates a good knowledge of the user and technology environments.
• Always maintains awareness of current technology.

• Works at establishing a good rapport with users and IS staff.
• Keeps management informed of any deviations in work schedules and others involved.
• Interacts effectively with vendors in resolving issues arising from the use of system software and hardware.
• Communicates across groups within IS and across user communities to facilitate communications and rapport between all interested parties.
• Addresses patients, visitors, and co-workers in a pleasant and respectful manner.
• Demonstrates good verbal and written communication skills; documents and reports are clear and concise.
• Always works well with supervisors and those in authority and/or peer positions.

• Consistently takes initiative to find and complete projects…