Senior IT Infrastructure Representative - AHN

Company :

Job Description : 

JOB SUMMARY

*******The Duties of This Position Is Located at West Penn Hospital*******

The Clinical Technology Specialist (CTS) provides essential on-site technical support and guidance to clinical users in hospital and physician office settings, with a focus on ensuring the optimal performance and utilization of computer systems and applications, particularly within the Epic environment. The CTS is a proactive and customer-focused role, responsible for identifying and resolving technical issues, collaborating with internal IT teams, and maintaining strong relationships with clinical staff and management. This role also serves as a critical liaison during system downtime events.

ESSENTIAL RESPONSIBILITIES

• Direct Client Support: Provide expert technical assistance and guidance to clinical users in hospitals and physician offices who utilize computer systems and applications, with a primary focus on the Epic environment. This includes troubleshooting issues, answering questions, and providing training as needed.
• Proactive Rounding: Conduct regular rounds in Epic Inpatient support areas to proactively identify and address potential issues, gather user feedback, and prevent system downtime. Create tickets for other IT teams as needed and meticulously track the resolution and outcomes.
• Problem Solving: Analyze technical problems, propose effective solutions, and implement resolutions in a timely manner.
• Collaboration: Partner closely with internal IT teams through clear and concise "warm handoffs" and task creation to facilitate the resolution of complex technical repairs and the successful implementation of new systems.
• Implementation Support: Actively participate in the implementation and testing of new software and hardware, including Workstations on Wheels (WOWs), PCs, laptops, and peripherals, to ensure proper functionality and seamless integration with existing systems.
• Troubleshooting: Diagnose and resolve basic to intermediate networking, wireless, and telephony issues to maintain optimal system performance and connectivity.
• Downtime Liaison: Serve as the primary point of contact between impacted IT teams and clinical users during system downtime events, regardless of AHN location, ensuring clear communication and efficient coordination of recovery efforts.
• Documentation: Create, maintain, and update comprehensive documentation related to systems, configurations, and company standards to ensure knowledge sharing and consistent practices.
• Relationship Management: Cultivate and maintain professional, collaborative relationships with hospital managers and administrators, proactively addressing any IT-related concerns within the facility and ensuring a high level of customer satisfaction.
• Project Planning: Attend meetings and conduct in-person walkthroughs to contribute to the planning and execution of new hardware implementations, new facility openings, site moves, expansions, and remodel projects.

EDUCATION

Required

• High School Diploma or equivalent

Substitutions

• None

Preferred

• None

EXPERIENCE

Required

• 3 - 5 years in Information Technology

Preferred

• None

LICENSES AND CERTIFICATIONS

Required

• None

Preferred

• None

SKILLS

• None

Language (other than English)

None

Travel Requirement

0% - 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office-Based

Teaches / trains others regularly

Occasionally

Travel regularly from the office to various work sites or from site-to-site

Rarely

Works primarily out-of-the office selling products/services (sales employees)

Does Not Apply

Physical work site required

 No

Lifting: up to 10 pounds

Occasionally

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Never

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times.  In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. 

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.

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