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Job Description

Systems Engineer

POSITION SUMMARY

A System Engineer works under limited supervision. Provides technical support of production, development, and/or test windows based and other client and server systems in a 24x7 on-call rotation environment. These systems include sub-specialties of Active Directory, Virtual Machine, Linux-based OS, Citrix, Exchange Server, IIS, SAN, Print Services, business critical applications, and Anti-Virus deployment and support. Responsible for installing, supporting, monitoring Microsoft platforms. Working under the guidance of senior and lead systems engineers. Responsibilities include monitoring and maintaining servers and systems, assists system analysts, and senior system engineers in troubleshooting and restoring systems; performs system restores. This level is staffed by individuals with experience or the educational background to qualify them to perform tasks independently. A system engineer is also responsible for the general operations of the department including resolutions of trouble tickets escalated to the team. Excellent customer service skills and the ability to work with all levels within the organization.

QUALIFICATIONS/REQUIREMENTS: • Experience/Education o Must have one of the following (required): ï'§ Associate's degree (preferably IS/Business or healthcare emphasis) with 2 years' relevant experience (IS/Business or healthcare) ï'§ Bachelor's degree (preferably IS/Business or healthcare emphasis) ï'§ 4 years in healthcare or IS/Business experience

o Experience in Information Systems (IS) beneficial o Experience in healthcare beneficial • Technical Knowledge o Keyboarding proficiency required o Advanced knowledge of Microsoft Windows required o Ability to diagnose and solve operating system issues required. o Troubleshooting network connectivity issues required o Troubleshooting of print strategies required o Intermediate knowledge of MS Word, Outlook and Excel or equivalent required. o General understanding of troubleshooting print queues required o Experience with file share procedures and operations required o Experience with Active Directory required. o Familiar with Group Policies beneficial o Microsoft Certifications (MCSE) beneficial o Familiar with disaster recovery and high availability requirements beneficial o Experience with backup technologies such as Netbackup and TSM beneficial o Familiar with Microsoft Exchange 2010 beneficial o A+ and Net+ certification beneficial o Knowledge supporting VMware, Citrix (Xenapp), Xen, Cerner beneficial o Familiar with Storage Area Networks beneficial • Miscellaneous o Ability to work independently required. o Ability to train entry level staff required o Ability to work with system analysts, vendors, and others to troubleshoot and develop new documentation and processes required. o Ability to monitor systems and processes required o Previous experience working in a secure environment required. o Experience writing technical documents beneficial. o Accurately record system events beneficial ORGANIZATION: Under the general supervision of a Manager but may receive advice and assistance from the Director of Information Systems, Lead Technical Analyst(s). A working relationship with all Information Systems staff must be maintained.

 A professional working relationship with staff from user departments, other regional healthcare facilities, and hardware vendors must be maintained. The operator is under the supervision of the on call Manager whenever the Manager is unavailable. No managerial and supervisory responsibility. 

COMMON TO ALL IS JOB DESCRIPTIONS REGARDLESS OF LEVEL:

• Supports the Munson Medical Center mission statement.

• Embraces and supports the Relationship Based Care philosophy of Munson Medical Center. • Safety is an individual's responsibility. Know the physical requirements of the job and work within those guidelines. Perform job duties safely at all times, utilizing learned body mechanics and transferring / lifting techniques. Plan your actions to promote safety. Report any unsafe situation / equipment according to hospital procedure.

• Contributes to the team orientation of the Information Systems and, as such, is responsible for proper communication with pertinent department members.

ESSENTIAL FUNCTIONS (Core 10 Key Descriptors):

Functional Knowledge - • Acts as on-site contact for system environment as it relates to issue resolution. Actively works to prevent problems • Provides operational support of technology. • Provides concise, timely, and detailed written documentation of activities related to service requests. Depending on the SLA agreements, seeks others to assist with the problem. • Maintains technical documentation on department processes. • Monitors and processes tickets. • Monitors, troubleshoots, and resolves first level issues in a server environment using established procedures. Other issues are escalated to analysts, senior engineers, or other on-call staff. • Monitors safety systems and the physical security of the Data Center and ensures that policies and procedures are followed. • Monitors system backups for successful completion. • Monitors and assure the successful completion of scheduled jobs, processes and tasks. • Works with vendors or application analysts to resolve issues with various applications such as HP and Cerner, etc. • Maintains proper security at all times. Makes recommendation for improving security within IS. • Documents hardware and software problems when they occur, contacts the appropriate vendors or analysts, and acts as a contact person throughout the resolution process. • Operates various types of equipment including disk drives, UPS, servers, etc. • Maintaining operating documentation for the department. • Installs new servers • Create networked printer and Microsoft print queues • Performs pre-defined operations during downtime procedures. Assists with the development of the documentation and recommends areas for improvement • Monitor critical systems and Hughes Drive cameras. • Performs audits in conjunction with Security Team requests. • Participate on teams within the IS department if interest is expressed. • Works to resolve conflict within the Server and Desktop team as well as Information Systems. • Assists in the training new staff.

Contributions and Achievements • Works independently. • Makes suggestions for problem resolutions and performance and process improvements. • Performs analysis to solve business or technology problems with occasional guidance. • Seeks guidance as needed; knows where and when to ask for assistance. • Volunteers for tasks/assignments that challenge current development/skill level.

Business Knowledge • Demonstrates knowledge of healthcare operations along with the business and clinical areas associated with healthcare (e.g., Inpatient, Outpatient, Ambulatory, general departments such as Radiology, Cardiology, etc.). • Focuses on one area of business (e.g., Working in telecommunication, may have knowledge of Plant Engineering/Facilities; working in applications, may have a general knowledge of the area supporting). • Demonstrates general knowledge of IS division (e.g., Clinical Applications, Ambulatory Applications, Technical, Server/Desktop, Helpdesk, etc.). • Demonstrates in-depth knowledge of the specific department within IS currently working in. • Demonstrates working knowledge of his/her business area of responsibility. • Demonstrates interest in seeking awareness of larger picture of health care operations.

Coaching and Mentoring • Coaches other members in basic procedures, processes, and technologies, as needed or appropriate. • Recognizes strengths and weaknesses and pursues

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