Job Description

ECU Health

About ECU Health

ECU Health is a mission-driven, 1,708-bed academic health care system serving more than 1.4 million people in 29 eastern North Carolina counties. The not-for-profit system is comprised of 13,000 team members, nine hospitals and a physician group that encompasses over 1,100 academic and community providers practicing in over 180 primary and specialty clinics located in more than 130 locations.

The flagship ECU Health Medical Center, a Level I Trauma Center, and ECU Health Maynard Children’s Hospital serve as the primary teaching hospitals for the Brody School of Medicine at East Carolina University. ECU Health and the Brody School of Medicine share a combined academic mission to improve the health and well-being of eastern North Carolina through patient care, education and research.

Position Summary

Deploy, and maintain enterprise computing solutions such as physical desktops, virtual desktops, app virtualization.

Mentor Engineer I team members and serve as point of escalation for more complex issues.

Lead administration of assigned support systems within the delivery portfolio such as SCCM, Intune, HPMD, Imprivata, PDQ.

Lead patch and vulnerability activities to ensure a healthy, secure, and stable infrastructure.

Assist in the development of baseline KPI's and perform capacity and performance reporting to ensure compliance.

Monitor assigned systems and proactively implement changes to reduce risk and minimize unplanned outage or performance issues.

Follow established processes to ensure that issues are resolved, and work is performed according to operational standards.

Provides well-written and effective professional and technical documentation.

Collaborate with team members, colleagues, consultants, and vendors to effectively analyze and resolve moderate to complex issues.

Provide on-call support as needed by the business for 24x7 critical infrastructure operations.

Participates in the planning and design of technology architecture roadmaps.

Participates in the development of operations policies, procedures, and best practices.

Responsibilities

Ability to learn new skills quickly; Keen attention to detail; and Adept at multi-tasking such as concurrently managing multiple incidents, project tasks, or keep lights on maintenance activities.

Investigates, defines and resolves complex incidents. Identifies root cause. Updates or creates needed test plans.

Performs the evaluation, testing, and implementation of defect patches, system upgrades and releases according to the Information Services support model and change control procedures.

Coordinates all testing activities and assists users in the testing of all new systems and modifications completely before implementation into the production environment.

Work includes a broad range of complex technical or professional activities, in a variety of contexts. Possesses clear understanding of technology interdependency from a business or clinical operations and IT system perspective on simple to moderate level.

Evaluates how own work may impact other teams.

Contribute to improving the quality of our data by recording, tracking and resolving known data quality issues.

Understands and enforces security practices and controls for technology. Ability to assesses and evaluates risk regarding new and existing technology moves through change management.

Help to remediate known security vulnerabilities within area of responsibility.
Assist other team members.

Follows methodology and procedures set by IS Project Management Office (PMO) and completes assigned tasks related to projects.

Contributes to ideas and solutions.

Demonstrates information sharing and collaboration across teams and business partners and seeking to learn from others.

Demonstrates ability and willingness to assume greater responsibilities. Sets an example for others.
Contributes to the development of team goals and understands other team goals.

Active participation in all forums. Create learning opportunities through development of knowledge base articles for end users and department peers.

Sought out by team members for functional area subject matter expertise.
Contributes to the development of team goals and understands other team goals.

Active participation in all forums. Create learning opportunities through development of knowledge base articles for end users and department peers.

Sought out by team members for functional area subject matter expertise.
Accepts responsibility for own actions and decisions. Does not make excuses for errors.

Acknowledges and corrects own mistakes, following the Just Culture Model. Understands the risks and consequences that errors in work could have on patient care and/or organizational finances.

Moderate knowledge of ITIL service management practices including Service Value System and demonstrates ability to apply ITIL service management practices to enable them to work effectively and efficiently.

Collaborates across teams to ensure that governance processes are shared and followed.
Aware of how processes and systems affect the organization, what is or is not working as they perform work and deliver services.

Gathers and analyzes data and metrics to truly define the problem. Determines solutions with minimal assistance and makes effective decisions within scope of authority.

Reviews data to understand trends and proposes proactive action to prevent issues from occurring in the future.
Interacts with team members and customers in a courteous, respectful and reciprocal manner.

Understands and adapts to different personal styles to achieve results.

Can identify and manage difficult situations with minimal support.
Exhibits clear and concise language during informal and formal presentations to generate understanding in group settings (i.e. team meetings, project meetings). Matches communication style to the audience members.
Respects team processes and holds self personally accountable.

Facilitates collaboration across teams and supporting cross-team decision making to improve team and department performance.

Influences business partners and peers. Builds appropriate and effective business relationships. Collaborates throughout all stages of work.

Acknowledges and celebrates the achievements of team and team members.

Minimum Requirements

Bachelor's degree in a related Information Technology course of study or equivalent work training and experience required

At least one Associate level certification is required, or must be obtained within one year of hire: Modern Desktop Administrator Associate or other agreed upon exam


Experience:

3+ Years of experience as an Modern Workplace Solutions Engineer I or equivalent role

Successful track record of meeting SLAs for assigned incidents with a high degree of quality

Successful Track record of completing assigned project work on time with high degree of quality

Successful track record of working collaboratively with others

Proven ability to take on more complex issues and work

2+ years of knowledge of advanced technology hardware, including desktops, laptops, printers, scanners, and tablets

2+ years of experience with supporting desktop and laptops running on a windows platform

2+ years of experience installing and supporting enterprise applications via SCCM, Intune or other automation tools

2+ years of experience creating automation scripts via PowerShell, VB, or other scripting languages

2+ years of group policy management

2+ years of experience with Active directory

Working knowledge of a range of diagnostic utilities, including remote support tools and enterprise anti-virus tools

Proven advanced analytical and problem-solving abilities such as packet capture or log file analysis

Experience working in a team-oriented, collaborative environment

Ability to effectively prioritize and execute tasks in a high-pressure environment

Experience in maintaining task schedules, and meeting project deadlines required

Experience conducting research into a wide range of hardware and software issues as required

Experience supporting customers with technology issues

General Statement

It is the goal of ECU Health and its entities to employ the most qualified individual who best matches the requirements for the vacant position.

Offers of employment are subject to successful completion of all pre-employment screenings, which may include an occupational health screening, criminal record check, education, reference, and licensure verification.

We value diversity and are proud to be an equal opportunity employer. Decisions of employment are made based on business needs, job requirements and applicant’s qualifications without regard to race, color, religion, gender, national origin, disability status, protected veteran status, genetic information and testing, family and medical leave, sexual orientation, gender identity or expression or any other status protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer, or against any individuals who assist or participate in the investigation of any complaint.

Contact Information

For additional information, please contact:

D'metrius Dew, Talent Acquisition Consultant

ECU Health Talent Acquisition

Email: [email protected]