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Systems Administration provides design, implementation, maintenance, and support services for server level enterprise applications and medical devices. System Administrators (SysAdmins) are responsible for maintaining end-to-end knowledge of, assessing the impact of organizational change on, and identifying the opportunities and threats surrounding the systems they support. Systems Administration also assists ancillary IT groups (Radiology, Lab, Pharmacy, etc.) as a tie back to IT and an escalation point for systems issues.
Responsible for implementation and support of applications; works closely with end users to troubleshoot and correct problems relating to applications, and assists with conversions to and implementations of software products; uses operational knowledge to seek out, research and evaluate a variety of solutions to provide end users with high quality, efficient products; maintains and supports specified installed applications software products; demonstrates leadership skills in all job responsibilities.
System Administrators create and maintain knowledge articles in accordance with departmental standards. SysAdmins are responsible for performing technical troubleshooting, and when necessary, escalating complex issues to specialized engineering or application support teams.
The System Administrator helps to support the hospital's IT infrastructure by maintaining servers and the applications that run on them, end-user systems, clinical applications, and networked devices. This role ensures the reliability, security, and availability of IT systems that directly support patient care, hospital operations, and regulatory compliance.
The Level II System Administrator provides advanced administration and technical oversight for the hospital's server, network, and clinical application environments. This role handles escalations from Level I technicians, leads system upgrades, coordinates with clinical departments, and ensures high availability of mission-critical systems in accordance with hospital IT governance and security standards.
Qualifications
Education/Experience:
Required:

• Bachelor's degree in IT, computer science, or related field preferred; equivalent experience considered.
• At least 5 years of experience as System Administrator I or similar position.
• At least 5 years of experience in an increasing technical role.
• At least 5 years of expertise in relevant area of support in System Administrator I role.
• Knowledge of Windows Server, Active Directory, networking, and standard security practices.
• At least 5 years of progressively responsible system administration experience, preferably in a healthcare environment.
• Strong expertise in at least one of the following areas: Windows Server, virtualization platforms, AD/GPO/MDM, enterprise storage, core networking, EHR, PACS, VDI, clinical messaging, or HL7/FHIR interfaces.
• Experience in healthcare IT or familiarity with EHR systems preferred.
• Familiarity with ITIL processes, change management, and hospital regulatory requirements.
• Strong communication and customer service abilities.
• Experience with ticketing systems preferred (ServiceNow, Jira, Remedy, etc.).
• Able to communicate with patients, visitors and other employees and physicians in an efficient and professional manner.
• Ability to use a phone, computer, and ability to receive communications at meetings.
• Ability to make presentations and present finding to a team.
• Ability to identify and respond to safety issues.
• Ability to read and write technical documentation.
• Valid driver's license with clean driving record required if position requires traveling to different facilities.
• Strong communication and customer-service skills; ability to work in clinical settings.

Preferred:

• Master's Degree in Information Systems or related field.
• 5 years of experience in a healthcare setting.
• At least two approved technical certifications related to Windows Administration, Linux Administration, or other IT or application system related field of study relevant to their supported applications.
• Microsoft 365 Certified: Modern Desktop Administrator Associate (MD-100 and MD-101 Exams).

Responsibilities

• Responsible for implementation and support of applications.
• Works closely with end users to troubleshoot and correct problems relating to applications and assists with conversions and implementations of software products.
• Uses operational knowledge to seek out, research and evaluate a variety of solutions to provide end users with high quality, efficient products.
• Maintains and supports specified installed application software products.
• This position is responsible for the implementation and maintenance of server, storage, network, telecommunication and other system resources.
• This individual assists in maintaining the LAN (Local Area Network), WAN (Wide Area Network), and wireless network with specific accountabilities in performance and security, installation and maintenance, and evaluation and recommendation of vendor products and purchases.
• This individual supports and trains users on operations, procedures and equipment on as needed basis.
• System/Network analyzes future needs and makes purchase/upgrade recommendations.
• Develops and implements procedures for installation, use, and problem-solving for communications hardware and software.
• Works with Desktop Support and the IT Manager to maintain the operational integrity of all desktop, laptop, printers, and training equipment. Installs, configures, upgrades and troubleshoots computer hardware and software when needed.
• Troubleshooting of workstations, laptops, printers, peripherals, and mobile device issues.
• Supports standard operating systems and common enterprise applications (Windows, Microsoft 365, browsers, common applications).
• Installs, configures, and updates software on end-user devices.
• Ensures excellent customer service and efficient, effective support for the facility's computer system.
• Documents issue resolution steps, ticket updates, and recurring problems.
• Provides customer service and support to all users, organization- wide.
• Ensures personal commitment to understanding and meeting the unique needs of intradepartmental customers by motivating, empowering and recognizing co-workers.
• Professional and effective communication with team members, managers, and other associates.
• Demonstrates a high level of skill in resolving difficult situations.
• Assists in creating a department that is dedicated to measurable service excellence.
• Assists with quality priorities and goals to ensure continuous improvement.
• Documents issue specifics and updates tracking system regarding issues and projects until resolution; and creates and maintains documentation for assigned responsibility areas
• (Ex: training materials, installation directions, technical and asset tracking).
• Identifies cause and/or eliminates unrelated factors; applies logical trouble shooting procedures; researches vendor specific updates and fixes; and applies resolution within service levels.
• Maintains, troubleshoots, and repairs computer systems, hardware and computer peripherals as well as network maintenance and administration.
• (Ex: plans and executes project planning, needs assessment, configuration of software and network components)
• Makes technical decisions within the policies of HMC and the IT Department to assure system and network continuity and data integrity within areas of assigned responsibility; and recovers systems and/or network components within assigned responsibility in the event of a disaster and/or testing.
• Effectively utilize department tools for communication, such as Microsoft Teams.
• Effectively utilize technical abilities to troubleshoot and diagnose issues, ranging from physical computer and printer issues, to network, server, and application issues. Familiarity with common techniques for working with and troubleshooting DNS issues, enterprise network connectivity, security permissions and least privilege, performance troubleshooting, and application deployment.
• Ability and willingness to learn new technical skills and responsibilities, and keeping up to date on technology changes in the field.
• Ability to install and terminate network cable runs.
• Ability to carry or team lift heavy equipment at times, such as a UPS battery backup or large laser jet printer.
• Participate in 24/7 on-call rotation and support major system outages or planned downtime events. Able to meet requirements of critical tech rotation (if relevant), and flexibility of assisting with issues after hours if needed.
• Monitor, update, and advanced maintenance of Windows and/or Linux servers, virtual machines, and storage systems.
• Provide daily support for EHR/EHR-related applications (Meditech) under guidance from senior staff.
• Troubleshoot and resolve Level I-II issues involving user accounts, access rights, workstation performance, and peripheral devices.
• Participate in scheduled system maintenance, backup operations, and patch management.
• Assist with Active Directory administration, including account provisioning, group policy updates, and permissions changes.
• Support clinical and administrative staff with technical issues affecting workflows and patient care.
• Document procedures, system changes, and incident resolutions.
• Ensure compliance with HIPAA, hospital security policies, and change-management requirements.
• Lead the deployment, configuration, and optimization of clinical systems, middleware, and integration tools (HL7 interfaces, PACS, imaging systems, etc.).
• Troubleshoot complex infrastructure and application issues affecting clinical workflows and system interoperability.
• Oversee patch management, OS hardening, and security-configuration baselines.
• Collaborate with cybersecurity teams to perform log reviews, vulnerability remediation, and incident response.
• Develop documentation, SOPs, and configuration standards for system environments.
• Serve as subject-matter expert (SME) for assigned technologies (e.g., virtualization, EHR modules, PACS, Citrix/VDI).
• Mentor Level I staff and assist with task delegation.
• Support regulatory IT initiatives such as HIPAA, Joint Commission, and disaster-recovery readiness.
• Escalate complex problems to Level II/III or specialty teams as needed.
• Delivers a work product that meets projects requirements as defined by the scope and stays within departmental guidelines for application configuration/development.
• Analyzes and documents current and future needs and workflows through interviews and gathering data regarding regulatory requirements, operational procedures and hospital/departmental policies.
• Participates in the planning, development, implementation, maintenance, support and evaluation of clinical or business application system as assigned.
• These activities may include system design, documentation of design decisions, workflow redesign and documentation, data collection, database building, testing and troubleshooting.
• Under direct supervision, designs, documents, builds and modifies the complex critical applications in order to best meet the needs of the organization.
• Demonstrates knowledge of tools such as process flow documentation and base level project reporting.
• Under direct supervision, is able to research stakeholder requests for optimizations using various tools including vendor application resources.
• Develops and maintains knowledge of interface design and development between various distributed systems.
• Understands interface protocols and specifications and how information can flow between systems.
• Learns, develops, and maintains competency in the assigned application or technical area.
• Understands application impacts within the clinical and/or the business departments and resources.
• Maintain certifications/proficiencies once obtained.
• Develops understanding of project management methodologies including planning, scope definition/documentation, timeline development, dependency consideration, staffing, project structure and status-ing/issue management.
• Contributes and participates in turnover documentation and presentations when projects are complete.
• Helps to maintain systems in an operational readiness state and identifies enhancements to help end user efficiencies.
• Develops understanding of testing concepts including different types of testing and their objectives.
• Develops and executes tests scripts based on future state workflows and software enhancements/fixes.
• Is responsible for maintenance of test scripts as workflows change based on software changes or user requirements.
• Reviews future state workflow documentation with Trainer for curriculum development.
• Validates training curriculum with Trainer. May also serve as proctor during training events.
• Reviews training questions during training events and helps to document responses.
• Participates in communication development of optimizations by producing screen shoots and explanations of new feature/function/workflow.
• Escalate complex problems to senior or specialty teams as needed.
• Other duties as assigned or required.

HIPAA: This position will have access to the Protected Health Information described below, in order to carry out the duties related to the position at Hays Medical Center, based on the following criteria:

• Primary - required (routine) to do the job;
• Secondary - required for the job, but mostly by exception; and
• None - no approved access

Description of Information:

• Primary
  • Coding Information (clinical information that is in (alpha) numeric format): ICD-9 Codes, Rev Codes, CPT Codes
  • Clinical Information (information that describes a patient's health status): Diagnosis, Reports/Medical Notes, Test Results, Problem List, Procedures, History and Physical
  • Patient Demographic Information (informati