Envision Healthcare

  • CLINICAL SYSTEMS SUPPORT TECHNICIAN IV

    Job Locations US-AZ-Phoenix
    Company Enterprise
    Requisition ID
    2019-21865
    Category
    Information Technology
  • Overview

    Envision Physician Services (EVPS) is a multispecialty physician group and practice management company. Established in 1953, our organization provides anesthesia, emergency medicine, hospital medicine, radiology, primary/urgent care, surgical services, and women’s and children’s health services to hospitals and health systems nationwide. Sheridan Healthcare, EmCare, Reimbursement Technologies and Emergency Medical Associates have recently joined forces to form Envision Physician Services.  As one organization, we now provide a greater scope of service than any other national physician group. Our collective experience from hundreds of local, customized engagements, culture of continuous lean process improvement, and team of experts in the business of healthcare enable us to better solve complex problems and consistently give healthcare organizations confidence in our execution. Our combined organization serves more than 780 healthcare facilities in 48 states and the District of Columbia. 

     

    If you are looking for a stable, fast-paced, growing company in the healthcare industry that is committed to innovation, excellence and integrity, then this may be a great next step in the advancement of your career.

     

    We currently have an exciting opportunity available for an experienced Clinical Systems Support Technician IV.

    Responsibilities

    The Clinical Systems Support Tech IV is a team lead role requiring expert skills and advanced knowledge to provide Level 2 technical support for those systems to both internal and external providers and operational staff with the objective of resolving issues as quickly as possible; most of them without escalation. The team lead takes leadership for applying new processes and skills to improve the technician function status quo.

     

    • Serve as an internal escalation point and subject matter expert performing the most complex technical assignments
    • Assist supervisors and other management members in the development of technical procedures and internal practices
    • Investigate, diagnose and resolve technical support incidents escalated by Level 1 Support
    • Provide Level 2 technical support to internal and external users such as providers, technologists, operational staff and technical resources for mission critical clinical applications, workflow, workstations, peripherals, VoIP phones, and network/VPN/ISP connectivity
    • Monitor SLAs and follow escalation procedures to ensure the timely resolution of issues
    • Coordinate and lead the Major Incident Management process during outages
    • Document and report bugs to the software development teams
    • Document all work in the ticketing system
    • Ensure that tickets are updated promptly with detailed documentation including categorization, prioritization, impacted configuration items/services/locations/users, all communication with impacted users/stakeholders, troubleshooting steps, resolution, recovery, timelines and closure
    • Ensure that updates are promptly communicated to end users and stakeholders
    • Participate in the Problem Management process
    • Perform root cause analysis with the aim of reducing repeat issues
    • Work closely with team members to drive productivity, system uptime and client satisfaction
    • Create, edit and manage knowledge base articles, other documentation and training materials
    • Mentor and train less experienced team members and Level 1 support staff through escalations, service bulletins, knowledge articles and ongoing training
    • Coordinate and conduct end user training sessions
    • Perform routine maintenance functions, including audits, system maintenance and software rollouts and patching
    • Perform other duties as assigned.

    Qualifications

    • Bachelor’s degree in relevant field of study from an accredited university or college preferred. Minimum eight (8) years of technology support experience.
    • Subject matter expert in 1 or more healthcare specific technologies (EMR / RIS / PACS / Voice Recognition / Advanced Visualization / HL7 / DICOM / Diagnostic Monitors) and familiarity with HIPAA and HITECH
    • Advanced Knowledge of all possible tasks and responsibilities within their technical area.
    • Working knowledge of Microsoft and Linux server administration
    • In-depth working knowledge of Microsoft (Windows 7 and Windows 10) and Mac OS X operating systems
    • In-depth knowledge of Microsoft Office 2010/2013/2016 and Office 365 products
    • In-depth knowledge and understanding of Active Directory and network technologies such as TCP/IP, DNS, DHCP, VPN, firewalls, routers, and switches
    • Ability to troubleshoot both hardware and software related issues
    • Ability to conduct research into software-related issues and products, providing verbal and written analysis
    • Should have an in-depth knowledge of Service Management concepts (ITIL, ITSM)
    • Experience logging issues worked in a ticketing system and knowledge base article creation

     Certifications: 

    • One or more of the following technical certifications: CompTIA, Cisco, Microsoft, ABII Certified Imaging Informatics Professional (CIIP) or PARCA Certified PACS System Manager.

     

    If you are ready to join an exciting, progressive company and have a strong work ethic, join our team of experts! We offer a highly competitive salary and a comprehensive benefits package.

     

    Envision Physician Services uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.

    Envision Physician Services is an Equal Opportunity Employer.

     

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