This position is responsible for establishing a helpdesk contact with users, record and track incidents and user requests, provide training to new and existing users and provide Level 1 and Level 2 service in technical diagnosis, workarounds and resolution of incidents within the Oasis Hospital infrastructure.

Requirements:
Education: Bachelor\xe2\x80\x99s in Computer Science or related field.
Experience: At least 3 (preferably 4) years of work experience, preferably within an IT operations and/or support environment

Essential Job functions and Key Accountability:
Incident Management :

• Register requests/incidents in incident management database
• Provide first line support where possible
• Assign requests/incidents to technicians
• Monitor progress and time that requests remain open
• Escalation of incidents where necessary
• Closure of incidents

Request fulfillment :

• First line support for minor requests
• Minor changes, e.g. password resets, user permissions
• User account setup and maintenance

General Communications:

• Taking calls / messages
• Writing/presenting training materials
• Documenting IT procedures and policies

User Training:

• Training for new users including Windows logon/logoff procedure, email use, HIS use and use of other productivity software (e.g. MS Office, OpenOffice)
• Training for existing users on new systems/software (e.g. new Oracle)

Ad Hoc Tasks:

• Maintenance and setup of workstations
• Installing Operating Systems and software
• Mentor less experienced IT staff
• General computer support

Technical Competencies:

• Clinical Operations Familiarity: Through the design and implementation of clinical work-flows, demonstrates familiarity with health care delivery processes and policies that impact patient safety and internal efficiency.
• Hospital Informatics: Well versed with the information domain and system support requirements for health-care delivery, including the integration requirements between an Electronic Medical Record (EMR) / Hospital Information System (HIS) to Lab Information Systems (LIS), Radiology Information Systems (RIS) / Picture Archiving and Communication System (PACS), Enterprise Resource Planning (ERP) and sub-specialty systems.
• Basic Computing Knowledge: Mastery of office and productivity applications, knowledgable about endpoint computing hardware and peripherals, windows and linux operating systems, configuration of n-tern software applications, internet and browser, network and data transport. Understanding of information security principles, practices and responses to incidents.
• IT Project Lifecycle Standards: Adheres to and enforces established standards for managing IT projects from requirements through post-implementation reviews; Actively engages to monitor and establish obsolesce to implement defined standards and best practices.

Oasis Hospital