Supp Cntr Operations Analyst I

Maimonides Medical Center•Brooklyn, NY

32d•$50,000 - $68,775

About The Position

We're Maimonides Health, Brooklyn's largest healthcare system, serving over 250,000 patients each year through the system's 3 hospitals, 1800 physicians and healthcare professionals, more than 80 community-based practices and outpatient centers. At Maimonides Health, our core values H.E.A.R.T drives everything we do. We uphold and maintain Honesty, Empathy, Accountability, Respect, and Teamwork to empower our talented team, engage our respective communities and adhere to Planetree's philosophy of patient-centered care. The system is anchored by Maimonides Medical Center, one of the nation's largest independent teaching hospitals and home to centers of excellence in numerous specialties; Maimonides Midwood Community Hospital (formerly New York Community Hospital), a 130-bed adult medical-surgical hospital; and Maimonides Children's Hospital, Brooklyn's only children's hospital and only pediatric trauma center. Maimonides' clincal progams rank among the best in the country for patient outcomes, including its Heart and Vascular Institute, Neuroscience Institute, Boneand Joint Center, and Cancer Center. Maimonides is an affiliate of Northwell Health and a major clinical training site for SUNY Downstate College of Medicine. Overview Responsible for following ITIL operation policies and procedures for monitoring, level I resolution implementation, escalating and alerting related to the following domains below. IT security, end to end system monitoring, Wan and LAN hardware, data integration between systems. Conducts operating activities as required by each system operating procedures issued by all systems project managers. Interacts with System Manager and analysts for interface and/or systems upgrade. Acts as first line for support for end users and vendors.

Requirements

Proficient in PC use and Microsoft Office applications.
Strong customer service skills.
Strong technical/computer knowledge.
Excellent oral and written communication skills.
Strong interpersonal skills.
Ability to speak, read, and write English at a level required for the position.

Nice To Haves

A.A.S. in Computer Science or a related field, or equivalent technical training/certifications (e.g., CNE, Network Engineering).
1-3 years of MIS/help desk or systems support experience, including clinical applications.

Responsibilities

Monitors applications, servers, network devices, and UPS systems across the enterprise 24/7.
Serves as backup helpdesk ticket intake and routes incidents appropriately.
Reconciles clinical system discrepancies, re-runs jobs, and escalates failures per Support Center procedures.
Provides Level 1 support for clinical applications and assists users with log-in and application issues.
Documents system, interface, and data integration monitoring activities and resolutions.
Troubleshoots and escalates network, application, server, and interface issues as needed.
Assists with daily, monthly, and quarterly QA procedures across clinical, administrative, cloud-hosted, infrastructure, security, analytics, telecommunication, biomedical, IoT, and environmental monitoring systems.
Supports training and orientation for new and current Support Center staff.
Collaborates with Analysts, System Administrators, and Project Managers to align Support Center procedures with regulatory requirements and recommends improvements.
Assists with preparation for Joint Commission and NYS Department of Health inspections.
Performs escalations when necessary, communicates issues to the incoming shift, and monitors them through resolution.