It Service Desk Associate Jobs in Nebraska (NOW HIRING)

GENERAL SUMMARY:

Analyzes, designs, tests, debugs, integrates, implements, trains, maintains and supports health care and business-related computer systems. Establishes and maintains a professional relationship with internal and external customers so information technology needs are appropriately addressed. Works with internal and external customers to analyze system needs, translates identified needs into functional and technical specifications, and makes recommendations for developing technology solutions to resolve application process challenges/problems.

PRINCIPAL JOB FUNCTIONS:

1. *Commits to the mission, vision, beliefs and consistently demonstrates our core values.

2. *Analyzes, develops, modifies and maintains application processes and technologies, utilizing software tools proprietary to the applications as appropriate. As required, adds, replaces, deletes or modifies program code to correct errors and increase operating efficiency or adapt to new requirements.

3. *Evaluates customers’ specifications and makes recommendations to convert them into functional and technical specification; supports customers in the development of Information Technology requests; develops implantation timeframes.

4. *Establishes professional relationship with internal and external customers to enhance their experiences with Bryan Health System technology and computer systems.

5. *Anticipates the impact new or modified software will have on existing standards and systems.

6. *Troubleshoots computer issues, to include processes/workflow, hardware and software related problems; resolves internal and external customers incidents according to established service level agreements; responds to escalation of specified issues and determines appropriate resource for resolution. Collaborates with other IT resources to effectively develop solutions and resolve incidents.

7. *Recommends updates to system documentation to describe system processes, installation and operating procedures for systems, training material and updates manuals as appropriate.

8. *Applies standard testing methodology to the review and testing of new and modified systems with detailed testing scripts; obtains approval and signoff of testing from customer.

9. *Commits to the continuous improvement of the patient experience, which includes patient safety, quality of care and excellent service.

10. *Participates in the development of implementation timeframes in partnership with co-workers and operations; participates in installation and testing of applications; monitors and evaluates performance of application.

11. *Adheres to IT departmental processes, including but not limited to, time tracking, and change management.

12. *Participates in an On Point rotation to provide consistent and timely support to internal and external customers.

13. *Provides timely updates to stakeholders regarding system enhancement requests and break-fix issues.

14. Evaluates operational workflow and system features, and provides input into gap analysis, options, decision-making and maintenance.

15. Collaborates with cross-functional teams to develop and refine processes.

16. Coordinates with other analysts to develop and define integrated workflows.

17. Conducts analysis of information, processes and systems; recommends solutions; collaborates with other analysts to implement and manage technology needs of internal and external customers.

18. Works with stakeholders to develop communication regarding scheduled implementations, installations, or other computer changes affecting internal and external customers’ routine computer usage. Stakeholders may include Operations, Vendors, IT Service Desk, and other impacted groups or individuals.

19. Evaluates and makes recommendations around efforts required to ensure adoption of new technology.

20. Participates as a team member, working cooperatively with other analysts.

21. Enters restricted access areas, without supervision, to perform assigned work.

22. Analyzes and provides application data for interface testing and processing; analyzes, monitors and supports integration processes as appropriate.

23. Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of latest trends in field of expertise.

24. Participates in meetings, committees and department projects as assigned.

25. Performs other related projects and duties as assigned.

(Essential Job functions are marked with an asterisk “*”). 

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

1. Knowledge of operations, workflow and processes related to specific area of application support preferred.

2. Knowledge of computer hardware equipment and software applications relevant to work functions preferred.

3. Knowledge of system interface analysis and comprehensive testing processes preferred.

4. Ability to communicate effectively both verbally and in writing.

5. Ability to gather information before forming an opinion or response balancing the need for consideration/evaluation against the urgency of the response.

6. Ability to work independently or as a team member as situations dictate.

7. Ability to establish and maintain effective working relationships with others.

8. Ability to handle conflict to result in productive outcomes for all. Values others’ input and is willing to learn from others.

9. Ability to effectively interact with clients having a broad range of computer knowledge and ability.

10. Ability to deliver excellent customer service by doing more than just the job while being prompt, courteous and sensitive to the customer.

11. Ability to organize, prioritize, multi-task and efficiently complete work assignments.

12. Ability to learn and untie various software programs employing various hardware packages.

13. Ability to adapt to and effectively perform work functions in emergency and high stress situations.

14. Ability to work well in a dynamic atmosphere, remain calm and flexible under pressure from competing demands and tight deadlines.

15. Ability to support multiple applications or modules and multiple operational groups.

16. Ability to analyze problems, identify needs/priorities/risks, manage change and implement effective work strategies.

17. Ability to problem solve and engage independent critical thinking skills.

18. Ability to maintain confidentiality relevant to sensitive information.

19. Ability to prioritize work demands and work with minimal supervision.

20. Ability to maintain regular and punctual attendance.

EDUCATION AND EXPERIENCE:

Associates or technical degree in an information technology area of study, a medical, allied health area of study (e.g., nursing, radiology, laboratory), or business area of study (finance, information management) required. Epic certification required. Bachelor’s degree preferred.

OTHER CREDENTIALS / CERTIFICATIONS:

Must have internet connectivity off-premises to respond to work requests when necessary.

PHYSICAL REQUIREMENTS:

(Physical Requirements are based on federal criteria and assigned by Human Resources upon review of the Principal Job Functions.)

(DOT)-Characterized as sedentary work requiring exertion up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move object, including the human body.

Sedentary work involves sitting most of the time but may involve walking or standing for brief periods.

This position is responsible for working with all assigned areas, including all entity locations. Regular Travel (including overnight) may be required based on the needs of the organization.