Your Career. Our Company. Together, We Grow. 

At Southern Illinois Healthcare (SIH), we realize that in order to provide our surrounding communities with excellent care, we must begin by providing our employees with that same care and appreciation. We offer rich opportunities to develop and grow professionally, an environment of excellence in patient care, and the awareness that everything we accomplish is a direct outgrowth of the superb efforts and dedication of our employees.

As a non-profit system of almost 4000 employees, we have won national acclaim for our cancer, cardiac, stroke, bariatric, breast imaging, and rehabilitation services.

$20.47/hr minimum - $23.54/hr maximum (range increases based on education, experience and certifications)

Responsible for providing excellent customer service and technical support for end user hardware, software, and project-based needs; triage and document relevant information in ticket system, prioritize problems based on customer needs and work to resolve issues in a timely manner per Service Level Agreements; and maintaining / keeping an inventory of computers, parts, and software. This position will provide 24/7 on-call responsibilities on a rotational basis or as emergencies arise.  Position may also require flexing to various shifts to meet the needs of the customer.

Safety

• Manages processes effectively in regard to employee/patient safety
• Installs equipment/wiring to minimize safety issues whenever possible.
• Complies with OSHA regulations when working with the Facilities and Engineering teams in construction projects.
• Acts as a role model in complying with safety policies and procedures at all SIH locations.
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Record Keeping

• Maintains all required records, reports, statistics, logs, files and other documents as required using the ITSM ticket system.
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Process Improvement

• Promotes a culture of process improvement by participating in unit/department based programs that supports the system’s process improvement goals.
• Actively participates on system-wide or hospital-based teams as needed.
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Role Specific Responsibility:

• Respond to assigned incidents/requests to provide IT services to SIH staff.
• Adheres to SIH ITS policies and procedures with standard-based solutions on ALL tasks assigned to ensure a uniform end user experience across all of SIH.
• Documents descriptive tickets with required information on issues.
• Uses effective and pleasant telephone and in-person communications skills to support SIH standards of performance for “respect, integrity, and compassion”.
• Is available for "on-call" emergency solution support and other after-hours support duties as assigned by ITS Management.
• Analyzes and resolves problems through persistent troubleshooting.
• Proactively communicates issues/solutions/ideas within the team and with other SIH teams.
• Deals with challenging people with a high stress tolerance.
• Assists with insights and research on IT best practice solutions – both hardware and software products – and helps define applicability to the SIH environment.
• Installs and repairs selected software and hardware products as necessary and works closely with IT solution vendors to ensure continuity of system usefulness and service.
• Recommends improvements in IT solutions software and hardware.
• Travel between SIH facilities required.

Education

• Associate’s degree in Business, IT or Healthcare related field preferred or 1-2 years of IT experience with proven knowledge of end user device troubleshooting and management.

 Licenses and Certification

• CompTIA A+, Network+, or Security+ Certifications preferred
• Microsoft MTA/MCSA/MCSE Certification preferred
• ITIL Certification preferred

 Experience and Skills

• Experience working in a customer service role.
• Excellent customer service skills, including verbal and written communication skills.
•  Ability to work independently with minimal supervision as well as in a team environment.
• Experience in the maintenance, troubleshooting and upgrading of computer hardware and software.
• Working knowledge of network protocols.
• Working knowledge of Microsoft Windows operating systems, such as but not limited to Windows 10 and above.
• ServiceNow experience preferred
• Previous healthcare experience preferred