Systems Administrator- Full Time Onsite Role, Day Shift

The following information is designed to outline the functions and position requirements of this job. It does not identify all tasks that may be expected, nor address the performance standards that must be maintained.

General Position Summary:

·         Maintains and supports the integrity of the operating system environment and various computer systems. Administers, installs and troubleshoots a variety of operating systems. Performs systems maintenance tasks, such as system back-up, recovery and file maintenance.

·         Schedules, installs, and tests system software upgrades. Configures software and resolves technical problems. Monitors and maintains software licensing and maintenance agreements.

·         The System Administrator provides server support for incident resolution and requests reported to the Help Desk.

·         Responsibilities include initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components.

·         The System Administrator is responsible for collecting information through customer conversation, accessing support tools, and additional support staff (PC Technician or other System Administrators) as needed.

·         Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other resources. 

·         The System administrator must be able to handle dynamic situations and be able to provide suggestions/guidance to the IT Director regarding problems and solutions. 

·         The System Administrator will be assigned server applications as a primary responsibility and will also need to handle advanced troubleshooting of all Summit systems.

Essential Functions / Major Responsibilities:

• Provides advanced support for Summit desktops and server applications.
• Serves as subject matter expert for assigned server hardware/software applications.
• Ensures software is maintained appropriately in line with best practices and Summit policies.
• Addresses and resolves incidents and requests; logs all incidents and requests; engages other Help Desk or appropriate resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Responds to and works with appropriate parties to resolve all Help Desk requests received into the ticketing system or via email, as well as logging, answering, resolving, and or routing incoming support phone calls.
• Responds to and works with appropriate parties to capture information resulting from network or remote clinic outages, slowdowns, etc.
• Sends notifications of all outages and planned maintenance to all interested parties.
• Manages and prioritizes outstanding support issues.
• Maintains and updates solutions database.
• Uses the appropriate categories for logging incidents and requests.
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
• Grows general knowledge of current facility-specific products, increasing ability to resolve requests on first contact.
• Adheres to and supports Summit standards, policies, and procedures.
• Maintains and protects confidentiality with regard to all aspects of patient care and employee information.
• Participates in IT on-call rotation (required).
• Displays proper etiquette and mannerisms that reflect the SHINE Behavior Standards.
• Promotes the Patient Safety Standards as a core value of the organization.
• Reviews the Sys Admin handbook daily to perform a “health check” of our system, and identify the need for proactive system work to prevent end user interruption.
• Monitors the IT department’s various forms of communication to ensure they are up to date on all projects/issues happening in our environment e.g. Teams, Zimbra, etc.

Secondary Functions:

·         Participates in departmental and hospital-wide informational meetings and in-services, including staff meetings, hospital wide forums, and seminars.

·         Reviews department and hospital wide policies and procedures annually.

·         Provides coverage for desktop support as needed

·         All other duties as assigned.

Additional / Seasonal Responsibilities:

·         May work additional hours during seasonal events (such as adverse weather) that may disrupt service or create additional demand on systems.

·         May be called on to work additional hours during both nights and weekends in the event of large scale system issues that are beyond the scope of knowledge of the on-call resource.

Job Scope:

This job involves:

·         Regular, recurring and widely varied work situations.

·         A low to high level of complexity.

·         Potentially urgent situations that require changing priorities and/or working after normal business hours to ensure patient safety and customer satisfaction.

·         Operation from specific and definite directions and procedures.

·         Creativity and critical thinking skills to quickly identify and resolve issues and situations that are outside the norm.

·         Performance of duties under minimal supervision.

·         Decisions are made within prescribed operating guidelines, association policy constraints, and broad interpretation of applicable laws, and governmental guidelines.

Supervisory Responsibility:

·         None

Interpersonal Contacts:

·         Contacts are normally made with others both inside and outside the association.

Specific Job Skills and Mental Activities:

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to read, analyze, and interpret common scientific and/or technical journals.
• Ability to respond to common inquiries or complaints from employees, physicians, patients, regulatory agencies or members of the business community.
• Ability to effectively diagnose computer or server hardware/software malfunctions and apply appropriate remedies based on knowledge and designed best practices.
• Ability to design and deliver appropriate software configurations depending on pre-defined user requisites.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Demonstrates ability and desire to learn Summit-specific applications, technology, and terminology.
• Demonstrated ability to learn customer support processes and techniques.
• Strong analytical skills.
• Ability to solve problems.

Education and/or Experience:

·         High School diploma or equivalent (required)

·         Associates Degree or higher in computer related field (preferred)

·         Three (3) years of experience as an individual contributor in systems administration, help desk and/or IT related support position (required)

Physical Demands and Job Conditions:

Exert up to 50 pounds of force occasionally, and/or up to 25 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Physical demands are in excess of those of sedentary and light work. Light work usually requires walking or standing to a significant degree.

Physical motions include finger dexterity, standing, walking, talking, reaching, feeling, sitting, bending, grasping, listening/hearing, handling, lifting up to 20 pounds, and repetitive motions of the hands, wrists, and feet.

·         Must be able to regularly sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.

·         Must be able to occasionally walk.

·         Must have specific vision abilities that include close vision, color vision, depth perception, and ability to adjust focus.

OSHA Exposure Category:

Involves no regular exposure to blood, body fluids, or tissues, and tasks that involve exposure to blood, body fluids, or tissues and are not a condition of employment.