IT System Support Engineer - Senior
Company: AdventHealth
Location: Orlando
Posted on: May 4, 2024
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Job Description:
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
This facility is an equal opportunity employer and complies with
federal, state and local anti-discrimination laws, regulations and
ordinances. The salary range reflects the anticipated base pay
range for this position. Individual compensation is determined
based on skills, experience and other relevant factors within this
pay range. The minimums and maximums for each position may vary
based on geographical location.
Category: Information Systems
Organization: AdventHealth Information Technology
Schedule: Full-time
Shift: 1 - Day
Req ID: 24015491
We are an equal opportunity employer and do not tolerate
discrimination based on race, color, creed, religion, national
origin, sex, marital status, age or disability/handicap with
respect to recruitment, selection, placement, promotion, wages,
benefits and other terms and conditions of employment.
Keywords: AdventHealth, Clearwater , IT System Support Engineer - Senior, Other , Orlando, Florida
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