Desktop Support Specialist Intermediate

Michigan Anesthesiology Informatics and Systems Improvement Exchange (MAISE) is part of the University of Michigan’s Department of Anesthesiology. We are a group of IT, business, and health care professionals. Our mission is to leverage IT to improve patient safety and better health care outcomes. The MAISE Hyperacute team provides immediate support to clinical providers and staff in person along with telephone and online customer service. Our goal is to support providers and staff who need assistance quickly so they can focus on patient care.

About the role

Provides support for a complex computing environment in the areas of hardware, software and networking to users both on and off the health system campus. Represents Anesthesiology on university-wide technology committees and provides support for special applications and projects for the department. This position will work under the direct supervision of the MAISE IT Support Manager. On-the-job training in a health system environment will be provided and tailored to the individual based on their experience. The primary role is to learn the electronic health system for troubleshooting purposes and resolve issues with documentation and medical device integration.

Responsibilities

• Provide EHR Support for EPIC MiChart Anesthesia documentation
• Provide direct support throughout Preop/OR/PACU, Inpatient and procedure units for medical device integration
• Management and troubleshooting of Capsule Hardware and Software
• Provide support for a complex computing environment in the areas of hardware, software and network to users
• Triage, document, troubleshoot, escalate, and resolve issues as necessary
• Provide training to users on software and hardware as needed
• Participate in 24x7 after hours on-call support rotation
• Act as liaison between customer and other Michigan Medicine departments
• Installations, upgrades and troubleshooting of Capsule hardware and software
• Equipment management: purchasing, receiving, un-boxing, deployment, tracking, and preparation for property disposition
• Anesthesia Department specific work related to hardware upgrades and customer moves

Requirements

• Bachelor's degree in computer science, a related field, or related experience, and 2 to 3 years of IT related work experience
• Ability to provide application support including enterprise wide and department specific applications
• Ability to work in a fast-paced IT environment while prioritizing and reprioritizing issues as they happen
• Ability to work independently as well as a member of a team
• Embrace the importance of teamwork and willingness to work with team members to prioritize and resolve issues quickly
• Ability to identify root causes of technical problems while prioritizing tasks and time
• Documents all customer calls into the problem management system for tracking, trending, and problem escalation
• Demonstrate strong customer service skills
• Strong organizational, presentation and written communication skills
• Ability to interact effectively with a wide variety of people, internally and externally
• Ability to produce clear communications for diverse audiences using appropriate methods
• Ability to work flexible hours to meet customer support needs
• Understands the fundamentals of the OS (Windows, macOS, iOS, Android)
• Ability to troubleshoot network connectivity issues and knowledge of communication closet protocols
• Stay current in technology and continuous support improvements
• Maintain current knowledge of applications used enterprise wide

Qualifications

• Experience within a healthcare setting
• Experience with EPIC EHR or any other EHR
• Technical Writing - Understand and Develop workflow charts for troubleshooting
• On Call experience

Schedule

This is a day shift in-person position, working Monday – Friday. Availability may range from 6:00am-5:00pm. Position will require occasional after hours and weekend work for projects. Position will also require participation in 24x7 on call rotation.

Work Locations

Med Inn Building, Michigan Medical Academic Medical Center

Benefits

We offer a benefits package that includes comprehensive training and career development opportunities, generous retirement savings plans, ample paid time off, and a wealth of family care support: https://careers.umich.edu/benefits

Additional Information

• While performing the duties of this position, employees may remain in a stationary position for prolonged periods of time.
• Move regularly and traverse great distances while traveling to and from customer locations.
• Work around obstacles and confined spaces while troubleshooting and installing IT equipment.
• Staff will occasionally ascend and descend stairs and ladders.
• Must be able to travel or transfer equipment to and from different buildings throughout the campus and off-site locations weighing up to 50 pounds with or without accommodations.