Refer to departmental "Scope of Service" and "Provision of Care" plans, as applicable, for description of primary age groups and populations served by this job for the respective HM entity.
HOUSTON METHODIST EXPERIENCE EXPECTATIONS
Provide personalized care and service by consistently demonstrating our I CARE values:INTEGRITY: We are honest and ethical in all we say and do.COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.ACCOUNTABILITY: We hold ourselves accountable for all our actions.RESPECT: We treat every individual as a person of worth, dignity, and value.EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.Practices the Caring and Serving ModelDelivers personalized service using HM Service StandardsProvides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)Intentionally collaborates with other healthcare professionals involved in patients/customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience.Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given jobDisplays cultural humility, diversity, equity and inclusion principlesActively supports the organization's vision, fulfills the mission and abides by the I CARE values Responsibilities PEOPLE ESSENTIAL FUNCTIONS
Consults with staff, end users and management to establish requirements. Independently analyzes software and hardware needs, recommending changes and upgrades as needed.Maintains positive working relationships with IT stakeholders and customers. Actively participates in meetings and provides meaningful contributions to drive decision making and next steps.Acts a resource in providing information to others in resolving IT issues.
SERVICE ESSENTIAL FUNCTIONS
Responds to routine and complex end user requests for configuration, set up and replacement PCs and work stations utilizing excellent customer service as defined by department standards.Partners with appropriate IT teams to resolve end user issues as reported. Escalates as appropriate.Keeps end users up to date on issue status and ensures timely resolution according to department guidelines.Refer major hardware or software problems or defective products to IT Management.Assists in managing project plans within technical scope of project. Serves as a resource and mentor to more junior staff.
QUALITY/SAFETY ESSENTIAL FUNCTIONS
Documents, tracks and follows up on inquiries, incidents, problems and assigned service requests. Maintains records of daily data communication, transactions, problems and remedial actions taken according to department policy.Proactively researches potential solutions to complex incidents to provide technical assistance. Makes recommendations to improve efficienciesEnforces and promotes IT Security Policy through appropriate device installations and communication with end users.Consistently tests computer configurations to meet the customer's requirements and needs.
FINANCE ESSENTIAL FUNCTIONS
Role models effective time management and efficient utilization of department resources. Seeks out opportunities to increase efficiency and productivity for self and department. Supports team goals and metrics through efficient, timely and appropriate issue resolution.
GROWTH/INNOVATION ESSENTIAL FUNCTIONSContributes to optimizing workflow by identifying gaps and opportunities.Proactively manages own professional development including the increase of knowledge across IT functions and seeks opportunities to strengthen IT skill sets. Completes My Development Plan (MDP).
This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises. Qualifications EDUCATION
High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)Bachelors or Technical degree preferred
WORK EXPERIENCE
Five years experience in IT Field Operations or a combination of IT Field Operations and Help DeskHealthcare experience License/Certification LICENSES AND CERTIFICATIONS - REQUIRED
N/A
LICENSES AND CERTIFICATIONS - PREFERRED
Expert level Microsoft, Apple, Cisco, Thin Client Technology, Endpoint Technologies or equivalent certification KSA/ Supplemental Data KNOWLEDGE, SKILLS, AND ABILITIES
Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluationsSufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or securityAbility to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principlesStrong listening, communication and customer service skillsAbility to adapt to multiple ongoing priorities and suggest problem resolutionExpert knowledge of desktop deployment technologyDemonstrated expert proficiency to perform installation/moves/changes for computing, printing, network, server and telecommunication equipmentStrong knowledge of a variety of technologies including Microsoft OS, Microsoft applications, computer hardware, TCP/IP and other network/server technologiesDemonstrated proficiency in simultaneously managing projects and assignmentsAbility to positively motivate peers to complete project goals and timelines
SUPPLEMENTAL REQUIREMENTS
WORK ATTIRE
Uniform NoScrubs NoBusiness professional YesOther (department approved) No
ON-CALL*
*Note that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.
On Call* Yes
TRAVEL**
**Travel specifications may vary by department**
May require travel within the Houston Metropolitan area YesMay require travel outside Houston Metropolitan area Yes Company Profile
Houston Methodist (HM) is one of the nation’s leading health systems and academic medical centers. HM consists of eight hospitals: Houston Methodist Hospital, its flagship academic hospital in the heart of the Texas Medical Center, and seven community hospitals throughout the greater Houston metropolitan area. HM also includes an academic institute, a comprehensive residency program, a global business division, numerous physician practices and several free-standing emergency rooms and outpatient facilities. Overall, HM employs over 25,000 employees. Houston Methodist is supported by a wide variety of business functions that operate at the system level to help enable clinical departments to provide the best patient care and service in a spiritual environment.
In 2019 Houston Methodist and its physicians treat more than 6,333 international patients from more than 76 countries. Houston Methodist Global Health Care Services’ consulting and education divisions also provide advisory services and training and development to health care organizations around the world.
Options Apply for this job onlineApplyShareEmail this job to a friendRefer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed Need help finding the right job? We can recommend jobs specifically for you! Click here to get started.Equal Employment Opportunity
Houston Methodist is an Equal Opportunity Employer.
Equal employment opportunity is a sound and just concept to which Houston Methodist is firmly bound. Houston Methodist will not engage in discrimination against or harassment of any person employed or seeking employment with Houston Methodist on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law. VEVRAA Federal Contractor – priority referral Protected Veterans requested. Application FAQs
Software Powered by iCIMS
www.icims.com