Provides IT support for vended and custom applications, including resolving highly complex issues. In collaboration with more senior technical support, researches hardware environment and software to determine root-cause analysis to resolve problems, document the solution and communicate resolution to the customer. Provides escalated IT support to Help Desk or customers. Regularly assesses applications and makes modifications and or updates to ensure currency and functionality within established environment and implements application configuration changes accordingly. In conjunction with vendor or development team, analyzes metrics on software issues, identifies patterns, and implements viable solutions for sustained performance. Assists with installation, configuration, and troubleshooting business area specific applications and equipment. Provides support for a larger number of or more complex vended and custom developed applications. Leads application analysis, configuration, testing, training, and implementation of applications. Possesses advanced understanding of application interfaces, application configuration options, interactions between systems, and works with vendors or interface partners to configure.
Serves as a key partner with customers demonstrating a strong relationship and a deep understanding of business needs, goals, and objectives, providing expert knowledge of the systems supported and how the system is utilized by the customers. Interacts with customers, vendors, and other technical areas within the department using effective oral and written communication and interpersonal skills. Partners with the customers to recommend and implement configuration changes to the applications to meet business needs. Interfaces routinely with colleagues who may be located at any of the Mayo Group practices to perform job
responsibilities requiring virtual collaboration and partnership. May be required to provide 24/7 on-call support.
Associates degree or 2-year technical training and 2 years’ demonstrated technical experience;
Or, HS/GED and 6 years’ demonstrated technical experience. Demonstrates exceptional problem solving skills. Possesses hardware and software trouble-shooting skills.
Experience in multiple clinical areas in a large healthcare institution is preferred. A comprehensive understanding of the physician practice and patient flow throughout a large healthcare institution is required. Detail oriented. Time management and organizational skills, along with the ability to make quick and concise decisions is required. In depth experience with one or more clinical applications demonstrating technical knowledge of systems beyond end-user skills is required. Must be able to facilitate others in a team setting, work through difficult issues, and bring groups to consensus.