Job description
Position Summary:
Under the direction of the Information Technology Manager, The End-User Device Lead provides specialized technical support involving the entire spectrum of end-user devices. Responsible for determining Epic application and proper workflow scope to ensure devices are configured and perform as expected. Makes strategic decisions regarding workstations for exam rooms, welcome kiosk/tablets, clinical and dental computers, provider tablets and laptops, and peripherals. Responsible for responding to operational break/fix scenarios and upgrading and maintaining end-user devices for all assigned areas. Works closely with the IT Asset Management Administrator to ensure that devices are recorded in the asset management system and that the delivery of assets is conducted effectively with proper configuration. The End-User Device Lead works with users at all levels and IT teams to support end-user devices. Technical knowledge of end-user technologies such as mobile device management systems, Epic device management and configuration, and desktop support is required. End-User Device Lead adheres to procedures, workflows, and tools to provide exceptional support and customer service for the systems that support patient care at TFHC. The End-User Device Lead can work with teams and lead team-level projects, train other team members, and assist/train users. Perform other duties as assigned by Information Technology Manager and Director.
Essential Functions:
- Perform device analysis, configuration, implementation, upgrades, troubleshooting, and installation of end-user devices.
- Determine Epic application and workflow scope to ensure proper end-user device functionality and operation.
- Ensures workstations for exam rooms, nursing stations, dental, and front desk are appropriately configured, and printer assignments within the Epic environment are correctly mapped.
- Responsible for the configuration and deployment, and proper functionality of mobile devices such as Epic’s welcome kiosks, provider tablets, and welcome tablets
- Works closely with IT Asset Management Administrator and other IT staff to ensure devices are correctly checked in/out of the asset management system and delivered to the correct user and location.
- Provides advanced specialized troubleshooting and support for mobile devices in clinical and non-clinical settings.
- Work with users at all levels of the organization to determine operational needs and information systems options.
- Perform testing of end-user devices and verify they are functioning effectively before implementation or installation.
- Provide initial and ongoing training and education to end-users in the operation of end-user devices.
- Assist with support documentation preparation and serves as the point of escalation for the support of end-user device issues as triaged from the Help Desk.
- Create concise documentation of both end user and internal solutions to the IT Department.
- Partner with key stakeholders for workflow analysis to drive process improvement and deliver positive patient-centric outcomes.
General Duties:
- Support the Mission, Vision and Values of TFHC
- Adhere to all TFHC, HIPAA, accreditation agency, state and federal rules, guidelines and standards
- Occasional travel to other work sites to install and/or replace equipment
Knowledge and Experience:
- A minimum of (2) year of increasingly responsible experience in the Help Desk role
- Knowledge of principles and operations of computer systems and related peripheral equipment
- Ability to analyze and troubleshoot user’s problems timely and professionally
- Currency in technology and the ability to learn new technology
- Strong communication skills, both written and oral
- Ability to convey technical procedures and directions in layman’s terms
- Proficiency with operating systems, including Windows 7 to 10
- Proficiency in the operation and use of personal computers, utilizing word processing, spreadsheet, and data base management software programs (Microsoft Office Suite, Word, Excel, Access, PowerPoint, etc.), the Internet browser, websites and e-mail systems, EMR, automation tools
- Possesses advanced knowledge and understanding of networking and personal computer hardware
- Understanding of, sensitivity to, and respect for the diverse academic, socioeconomic, cultural, and ethnic backgrounds of those we with whom we work and serve
Education, Certification Training and License:
- High School diploma, or equivalent
- Associate’s Degree from an accredited college in computer systems or a relate field, or a combination of education, training, and relevant work experience may be substituted
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