IT Operations Engineer I

Piedmont HealthCare PA•Statesville, NC

5d•Onsite

About The Position

The IT Operations Engineer I provides support and service to users of PHC hardware and software systems. The role works with some supervision to resolve incidents requiring information technology experience and reports to the IT Operations Manager. It has no supervisory responsibilities. The engineer supports end users through incident documentation and communication, service-level agreement follow-through, desktop troubleshooting and configuration, and the creation of user guides and training materials. The role also assesses system reconfiguration needs, assists with secure destruction of computing assets, and works with the Information Security team to report suspected security breaches and help protect end-user devices and sensitive data. The position requires at least five years of relevant experience deploying and/or administering IT operations solutions, preferably in a clinical setting and a large ambulatory physician practice. Team members are expected to understand HIPAA Privacy and Security Rules and to follow PHC privacy and cybersecurity policies. The position is based in a normal office environment, rotates between the IT North office in Statesville and IT South office in Mooresville, and requires local travel up to 50%.

Requirements

At least five years of relevant experience deploying and/or administering IT operations solutions involving hardware and software.
Working knowledge of HIPAA Privacy and Security Rules and adherence to PHC privacy and cybersecurity policies; the role has daily access to protected patient information.
Ability to diagnose and resolve hardware, software, and network issues reported by end users.
Knowledge and hands-on experience with desktop solutions, device encryption, and two-factor or multi-factor authentication.
Ability to support Windows 10 and Microsoft Office productivity tools.
Experience managing user accounts, permissions, and group policies in Active Directory.
Ability to protect sensitive data, including electronic protected health information (ePHI).
Ability to create user-friendly technical documentation and guides and conduct end-user training.
Ability to collaborate with Level 1 support, network administrators, and other IT team members, and communicate clearly with end users.
Excellent problem-solving skills and attention to detail.
Strong communication, customer service, verbal, written, and interpersonal skills.
Ability to handle sensitive data confidentially.
Independent decision-making skills and the ability to work as a self-starter under pressure and deadlines.
Ability to manage multiple tasks, prioritize work, and work with multiple internal and external contracts.
Ability to operate a variety of office equipment and computer programs.
Strong team or technical leadership experience.
Ability to meet the stated physical demands, including frequent lifting up to 10 pounds, occasional lifting up to 25 pounds, and rare lifting up to 50 pounds.

Nice To Haves

CompTIA A+ certification, an associate’s degree in a technical or healthcare-related field, or technology-field certifications; significant relevant work experience and/or technical certification may substitute for education on a year-for-year basis.
Experience in a clinical setting, preferably in a large ambulatory physician practice.
Experience with Citrix secure remote access.

Responsibilities

Document incidents and notes in the ticketing system to support accurate customer service.
Provide detailed information about incidents, issues, and general Operations Desk events.
Communicate daily with customers about reported incidents.
Set an upbeat example, support team members, and contribute to a unified team environment.
Ensure Help Desk service-level agreements are met for assigned incidents and requests.
Assist in developing and distributing end-user help sheets, usage guides, and FAQ lists.
Perform desktop-level fixes, including software installation and upgrades, hardware installation, file backups, and system and application configuration.
Assess requests and trends for potential system reconfigurations and make recommendations.
Assist the IT Operations Manager with secure destruction of computing assets and media that may contain sensitive information.
Report suspected security breaches to the IT Operations Manager and Security Manager, in partnership with the Information Security team, to support Incident Response Team efforts.
Ensure end-user devices are properly encrypted and anti-virus and anti-malware packages are installed and functioning.
Recommend security improvements and participate in investigations as needed.
Perform other assigned duties and responsibilities.