IT System Support Engineer

All the benefits and perks you need for you and your family:

Benefits from Day One

Paid Days Off from Day One

Student Loan Repayment Program

Career Development

Whole Person Wellbeing Resources

Mental Health Resources and Support

Our promise to you:

Joining AdventHealth is about being part of something bigger. It's about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full Time

The role you'll contribute:

We are here to serve the mission, vision, and values of the organization for our staff, IT team, Physicians, and clinicians alike. Our task is to ensure they can achieve the objectives of providing better service (servitude) and quality care (patient care). By doing so, we are aligning ourselves to the business to achieve the desired business outcomes while innovating and leading the way in the use of information technology in a healthcare setting. Aiding our customers in understanding the work we are doing for transparency and demonstrating that we understand their business. Systems Support is here to build a legacy and serve a purpose greater than our individual needs.

Systems Support works daily to drive results, solve problems, and serve with pride knowing that we are owning it and making a difference. Our Systems and Solutions will be documented, updated, and supported in support of organization mission to extend the healing ministry of Christ through the hands of our care givers. We seek challenge to learn, grow, and inspire others in supporting their solutions to the best of their ability through collaboration and solution ownership/partnership. We will listen, learn, and empathize with our service partners and customers alike to demonstrate that we care and are here for them.

Our desire is to build a diverse culture of collaboration where each team member has the opportunity to grow, learn and set the standard for IT Support across our organization. Our drive to serve and make it easy, own it, love, and keep our IT teams and customers safe will continue to define our teams' culture.

The value you'll bring to the team:

• With minimal to no supervision, develops and implements support documentation that provides detailed overview of managed systems.

• Adept at working closely with system vendors in maintaining application versioning and ensure systems are updated quarterly.

• Adept in maintaining communication with system stakeholders to bring awareness to applications changes that impact workflow.

• With minimal to no guidance, creates IT solutions through process documentation for AdventHealth.

• Adept in maintaining product support and reliability. Seeks new and effective ways to maintain application performance. Communicates changes & provides training/documentation to affected users.

• Adept in developing guidelines and tools needed to monitor, optimize and diagnosis the new and currently deployed applications and devices. Provide the appropriate documentation to management, detailing the root cause analysis of outages, performance concerns, and propose resolution and optimization options.

• Requires minimal to no supervision in leading and/or participating in operational projects using departmental and organizational reporting templates/standards.

• Adept in communicating project status and progress to project stakeholders, project managers using departmental and organizational reporting templates/standards.

• With no training, supervision or reminders, all incidents and requests should adhere to the organizational requirements. Completion of the incidents and requests should also meet the specified SLT and SLA requirements. Provides technical support for escalated incidents, identifying root cause and restoring service. Documenting all tickets with the work performed on the incident/request towards resolution.

• Adept in coordinating resources and driving solutions in the major incident management (MIM) process.

• Adept in preparing training plans and conducting staff training as required to implement projects and orient new staff.

• Contributes to the development of skills and expertise of all team members. Makes self-available to associates and intermediates by including them in planning and development work, accepting and encouraging their input.

• Serves as a primary mentor for all team members and utilizes expertise in application logic, providing technical guidance and oversight, and acting as a point of escalation and technical expert with advanced level.

• Adept in following formal project methodology to develop and fully document project plans which includes defined business need, project scope, benefits/risks, technical implementation aspects, alternatives considered, assumptions, expenditures, communication plan, and project schedule (work breakdown structure).

• Adept in completing projects on time within established or negotiated deadlines and within established budget.

• Adept in performing post project implementation review (lessons learned) and identifies areas for improvement.

• Adept in project reporting in accurate and timely manner.

• Meets due dates as assigned by SR/Lead of the team and the IT-IS Manager.

• Seeks to thoroughly improve processes in effort to efficiently achieve objectives. Displays commitment and overcomes resistance to realize objectives.

• Adept in communicating changes effectively, while providing well defined implementation and communication plans for proposed changes. Collaborates with affected customer and IT teams in establishing support during any planned downtimes due to the change.

• Change Control - Adept in adhering and follow all change management policies to ensure that the work is documented and meets the organizational requirements. This includes the creation, submission, review, and periodic representation of changes in the weekly change management meetings.

• Adept in managing and maintaining virtual and physical servers.

• Adept in understanding of networking, port configuration, and server configuration.

• Technical System Support - Adept in collaborating with other technical teams to implement, configure, and support device integration applications and hardware. Assist in the initial capacity analysis, deployment, design, and overall system architecture needed to support the business unit's expectations. Provide the necessary support in the investigation and resolution of application and hardware level issues.

• IT Product Owner: Owns and supports applications with low-medium complexity. Adept in developing technical and administrative documentation outlining the support of the application.

• Analyze operational requirements and system capabilities to propose effective solutions. Develops system design, including functional specifications, and implements strategies based upon the analysis of specific operational needs. Analyzes business and user needs and documents business requirements and defines benefits.

• Troubleshooting issues and outages related to owned and supported systems/solutions.

• Travel - Some travel will be required for purposes of offsite software installation and support of systems/devices.

• Adept in learning new environments, designing systems, and developing solutions for products with little to no documentation.

• Adept at navigating both professional and technical language in a business setting.

• Demonstrates the ability to adapt work activities to sudden or unexpected changes, delays and events that directly impact current work assignments, project schedules and/or timelines.

• Accepts accountability for own actions and always working to improve individual performance ensuring the best job possible at all times. Recognizes need and demonstrates a willingness to work extended hours or offer assistance as necessary to complete projects or resolve critical events.

• Volunteers readily and seeks increased responsibilities willingly in support of the company and team goals. Submits suggestions for improving work processes and the workplace. Develops innovative approaches and ideas to solve repetitive problems.

• Prioritizes and plans all work activities, using time in an effective and efficient manner.

• Approaches others in a tactful, professional manner treating them with respect and consideration. Reacts well under pressure, demonstrates appropriate behavior under stressful situations, able to remain in control of personal emotions.

• Participates in on-call rotations and makes themselves available for after-hours issues. Utilizes good judgment to recognize when additional assistance is needed and timely escalates complex incidents. Communicates effectively with customers, teammates and leadership throughout all on-call and major incident processes. On-call activities are accurately and timely documented and reviewed with leadership.

• Maintains an active, working personal cellular phone at all times in order to support the technology systems and services of our hospitals. Position requires that employee must have and maintain the ability to make and receive business related phone calls and text messages 24 hours a day, seven days per week. Ensures the AIT emergency and CFD Systems Support on-call lists accurately reflect employees cellular phone number at all times.

• Ensures availability during business hours. Adheres to organizational and departmental availability and attendance guidelines.

• Maintains an active, working high-speed home internet service/connectivity at all times in order to support the technology systems and services of our organization. Position requires that employee must have and maintain the ability to connect securely to the Adventist IS server infrastructure 24 hours a day, seven days per week.

• Demonstrates ability to work ethically and with integrity, upholding all organizational values, always treating others with honesty, forgiveness, mild tempered, pleasantness, proper speech, and with kindness and respect.

• Demonstrates a general understanding of business decisions and impacts on patient care and financial applications with an orientation towards efficiency and the company's Mission goals, patient safety and regulatory requirements.

• Maintains objectivity during difficult situations and encourages open communications to resolve individual conflicts. Able to control emotions and confront and resolve difficult circumstances with impartiality.

• Establishes and maintains effective, positive work relationships with team members. Exhibits tact and consideration when speaking or working with clients, peers, or management. Works cooperatively in team settings and group situations.

• Demonstrates strong understanding and value of teamwork. Offers assistance and support to team members and contributes to building a positive team spirit. Demonstrates sensitivity inherent to diversity of people on team.

• Integrity: Accurately reports on project status following existing departmental/organizational templates/standards.

• Exceptional attention to grammatical precision, ensuring effective communication in both professional and technical contexts.

• Performs other duties as assigned by IT-IS Manager of the team.

Qualifications

The expertise and experiences you'll need to succeed :

• Exhibits advanced knowledge of server operating systems such as Windows 2019/2022.

• Demonstrates exemplary written and oral communication skills.

• Demonstrates exceptional interpersonal skills and fosters a positive, enthusiastic "can-do" attitude, influencing team dynamic positively.

• Leads and mentors a team to deliver exceptional customer service, ensuring high levels of customer satisfaction and resolution.

• Highly Proficient in project management and reporting.

• Ability to learn new environments, design systems, and develop solutions with little or no documentation.

• Leads and creates training material to train & educate others.

• Adept in writing technical specifications and creating technology and support designs.

• Proficient in Microsoft 365 suite

• Demonstrates expertise in creating process maps with MS Visio.

• Advanced understanding of change management

• Leads and demonstrates an understanding of installing internal server configuration and features.

• Demonstrates effectively prioritizing and executing tasks in a high-paced environment with minimal to no guidance.

• Adept in understanding of HL7, Linux, Microsoft SQL, or other relational databases.

• Ability to remain productive and focused in solving IT Healthcare challenges with minimal to no supervision.

• Critical Thinking: Methodically analyzes and evaluates business problems by defining the challenges, identifying alternatives, and making timely decisions with minimal to no guidance.

• Problem Solving: Leads self and team in Identifying and solving problems using data collection methods, analysis, experience, and judgment.

• Technical proficiency: Have a strong understanding of computer hardware, operating systems (e.g., Windows, Linux), networking protocols, and server administration.

• Volume proficiency: Expertly manages and support multiple IT support solutions in a high paced environment with minimal to no guidance and supervision.

• Leads team and self in gathering, analyzing, reporting, and presenting information to technical and non-technical audiences with minimal to no guidance.

• Adept in Power Shell Scripting

• Leads the analysis of complex operational requirements and system capabilities, driving innovative and impactful solutions.

• Leads the comprehensive gathering, analysis, and reporting of information, delivering impactful presentations to both technical and non-technical stakeholders.

• Volume proficiency: Expertly manages and supports multiple IT support solutions in a high paced environment with minimal to no guidance.

• Experienced in leveraging Microsoft Products.

• Designs sophisticated systems, providing comprehensive functional specifications, and implements strategic initiatives tailored to meet specific operational demands.

EDUCATION AND EXPERIENCE REQUIRED:

• Bachelor's degree in any discipline, or 7 years of relevant experience.

EDUCATION AND EXPERIENCE PREFERRED:

• Minimum of 7 years of experience in IT systems and application administration.

• Experience supporting Windows operating systems.

• Experience supporting Windows Server operating systems.

• Experience with networking concepts & technologies including LAN/WAN technologies, network equipment, protocols & other communication systems.

• Minimum of 7 years' experience in managing application systems

• Minimum of 7 years' experience in managing physical and virtual servers

LICENSURE, CERTIFICATION OR REGISTRATION REQUIRED:

OR achieved within 12 months of hire.

• CompTIA Server+

• CompTIA Project+

• Microsoft 365 Certified: Fundamentals

• Microsoft Certified: Azure Fundamentals AZ-900

LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED:

• Microsoft Certified: Power BI Data Analyst Associate

• MS Identity Access SC0-300

• Microsoft Certified: Azure Fundamentals AZ-900

• Microsoft Certified: Power Platform App Maker Associate

• Microsoft Certified: Power BI Data Analyst Associate