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Clinical IT Systems Analyst 1 - Augusta, United States - Augusta University
Description
About Us
Augusta University is Georgia's innovation center for education and health care, training the next generation of innovators, leaders, and healthcare providers in classrooms and clinics on four campuses in Augusta and locations across the state.
More than 10,500 students choose Augusta for educational opportunities at the center of Georgia's cybersecurity hub and experiential learning that blends arts and application, humanities, and the health sciences.
Augusta is home to Georgia's only public academic health center, where groundbreaking research is creating a healthier, more prosperous Georgia, and world-class clinicians are bringing the medicine of tomorrow to patient care today.
Our mission and values make Augusta University an institution like no other. We are part of the University System of Georgia.Location
Augusta University
Our Health Sciences Campus:
th Street, Augusta, GA 30912
College/Department Information
The Division of Information Technology is the backbone of Augusta University. IT manages all Augusta University systems, networks, data, and applications while safeguarding our digital information. IT strives to provide stable, reliable, and secure IT access for students, faculty, staff, clinicians, patients, researchers, and visitors.
As the central IT service provider for Augusta University and many of AU Health's IT services, IT is responsible for Augusta University's most critical IT resources including the wired and wireless network; email, telephone, and online collaboration services; information security; software licensing; and a host of other systems and applications.
Job Summary
Under general supervision, perform tasks to aid in the ongoing support of end user environments including personal computers, mobile/handheld devices, and audio-visual equipment and peripherals.
Work independently to research and resolve hardware and software problems and respond to client requests while only referring the most complex problems to Tier 2 or 3.
Corrects hardware, software, and operational problems; maintains service logs; monitors problem/change activities and coordinates involvement of staff, clients, and vendors to ensure effective resolution of user problems.
Develops, coordinates, and guides strategic technology-based initiatives for the Dental College of Georgia. Provides leadership for faculty and staff in projects involving technology to support teaching, research, and practice initiatives.Serves as a liaison for communications and the alignment of technology planning, training, and support between the Dental College of Georgia and AU IT.
Also, as a member of a team, the incumbent assists with administration, coordination of system updates (with internal and external system/solutions providers, Technology Services and customers), evaluating, testing and planning software releases and upgrades, analysis and resolution of functional problems, research and development of new learningResponsibilities
Duties include, but are not limited to:
TIER I AND TIER II TECHNOLOGY SUPPORT:
Provides Tier I and Tier II technology support for essential clinical applications within the DCG.
Collaborates with IT Systems Engineers, Business System Analysts, Systems Architects, and Cybersecurity Engineers to develop and execute processes for software installation, upgrades, or patching to ensure continuous functionality and maintenance of critical clinical applications utilized by the DCG.
Champions escalated Tier III support with internal IT groups and vendors as necessary.Fully documents incidents or requests in an Information Technology Service Management (ITSM) application, capturing all necessary steps for successful resolution.
TIER I AND TIER II TECHNOLOGY SUPPORT FOR CRITICAL CLINICAL SYSTEMS:Provides Tier I and Tier II technology support for critical clinical systems within the clinics of the DCG.
Collaborates with DCG Biomedical Engineering and biomedical vendors on the addition of clinical devices to the AU network or integration of clinical devices to IT-managed computing systems.
Provides collaborative expert guidance in analyzing and troubleshooting issues with biomedical devices and their connectivity and integration with AU-IT resources.
Provides on-site analysis, testing, validation, troubleshooting, and feedback to ensure the functionality of systems and devices.Fully documents incidents or requests in an Information Technology Service Management (ITSM) application, capturing all necessary steps for successful resolution.
PROVIDE REMOTE AND IN-PERSON SUPPORT:
Provides remote and in-person Tier II and Tier III technology support for administrative computing systems and peripherals assigned to the DCG.
Champions the timely resolution of Tier III support through escalated tickets with internal and external support groups. Provides on-site analysis, testing, validation, troubleshooting, and feedback to ensure the functionality of systems and devices.Fully documents incidents or requests in an Information Technology Service Management (ITSM) application, capturing all necessary steps for successful resolution.
GAIN EXPERTISE IN THE USE OF WORKSTATION MANAGEMENT:
Gain expertise in using workstation management tools such as PowerShell and Microsoft Installer (MSI) and implement the tools to enhance the support capabilities in the DCG.
In collaboration with System Engineers, vendors, and end users, develop software installation packages and de-bugs packages pre- and post-implementation. Fully documents requests in an Information Technology Service Management (ITSM) application, capturing all necessary steps for successful deployment.SERVES AS A TECHNICAL LIAISON:
As directed, serves as a technical liaison between the DCG and AU-IT to facilitate a wide range of proposed actions or projects related to desktop engineering, database management, server administration, enterprise applications, or cybersecurity in and around the DCG required to guarantee transparency and best possible outcomes.
OTHER DUTIES:
Other duties assigned, inclusive of after-hours and weekend availability.
Required Qualifications
Bachelor's degree from an accredited college or university in a related IT field of study, along with three years of experience in a relevant field of work, including two years of experience in using a system in a relevant function area
OR
Associate's degree from an accredited college or university in a related IT field of study, along with six years of experience in a relevant field of work, including two years of experience in using a system in a relevant function area
OR
High School diploma, GED or equivalent from a State or Federal accrediting organization, along with nine years of experience in a relevant field of work.
Technical certifications and experience working with CompTIA Network +, BMET, CBET, Cisco CCNA
Strong background in academic technologies including an enterprise learning management system, to include experience in using an information system in the fulfillment of their job responsibilities.
KNOWLEDGE
Proficient in Microsoft Office and other computer software/ database
Experience assisting users with troubleshooting information system applications.
In-depth knowledge of computer hardware, software, operating systems, and internet/network connectivity
Experience directly performing business operations through using an automated information system or in a technology support role for these business operations.
SKILLS
Excellent interpersonal, written, and verbal communication skills
Detail-oriented with strong organizational, prioritization, and customer service skills
ABILITIES
Ability to maintain confidentiality
Ability to assess technical issues and develop solutions independently.
Ability to analyze a problem and define/implement the solution to the problem; manage time and organize/complete tasks; deal with various personalities while working to accomplish a detailed and technical task.
Must possess a valid driver's license to drive state-owned vehicles.
Shift/Salary/Benefits
Shift:
Monday- Friday (Work outside of normal business hours may be required)
Pay Grade: 18
Salary:
$48,341/annually - $56,791.23/annually
Salary to be commensurate with qualifications of the selected candidate within the established range (generally minimum-midpoint) of the position
Recruitment Period:
Until Filled
Augusta University offers a variety of benefits to full-time benefits-eligible employees and some of our half-time (or more) employees.
Benefits that may be elected could include health insurance, dental insurance, life insurance, Teachers Retirement System (or Optional Retirement Plan), as well as earned vacation time, sick leave, and 13 paid holidays.
Also, our full-time employees who have been employed with us successfully for more than 6 months can be considered for the Tuition Assistance Program.
Conditions of Employment
All selected candidates are required to successfully pass a Background Check review prior to starting with Augusta University.
If applicable for the specific position based on the duties: the candidate will also need to have a credit check completed for Positions of Trust and or approved departmental Purchase Card usage.
All employees are responsible for ensuring the confidentiality, availability, and integrity of sensitive [patient, student, employee, financial, business, etc.] information by exercising sound judgment and adhering to cybersecurity and privacy policies during their employment and beyond.
The Human Resources Division will request a driver's history report for the identified top candidate(s) for this position. We will initiate this through our Background Check Vendor; this report will come from the Department of Motor Vehicles. The selected candidate must have a valid driver's license.
Other Information
This position is also responsible for promoting a customer-friendly environment and providing superior service to our patients, students, faculty, and employees.
Augusta University is a tobacco-free environment, and the use of any tobacco products on any part of the campus, both inside and outside, is strictly prohibited.
Augusta University is proud to be an equal opportunity employer welcoming applicants from underrepresented groups, including individuals with disabilities and veterans.
Consider applying with us today
Search Job ID: 271024
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