Technical Services Analyst – Healthcare Server Systems

Koch Enterprises Family of Companies•Nashville, TN

1d•Hybrid

About The Position

South Western Communications, SWC, is one trusted source for communication, physical security and life safety solutions to meet the needs of Healthcare, Education, Detention and Commercial customers. We utilize a consultative approach to conduct an in-depth needs analysis, enabling our customers to fulfill their mission critical processes. We continuously research and select only the best-in class product collection. We utilize these products to create an integrated solution with your goals and needs in mind, ensuring satisfaction and flawless integration. At SWC, we strive to exceed your expectations and invest the time and resources into every job because we care about our customers. The primary role is a professional services role with emphasis on remote support of patient care server system deployments in healthcare facilities. Primary responsibilities include integrations on assigned projects and support calls (wireless technologies phones/pagers, location systems, electronic staffing/census, and reporting systems). This role involves a self-managed schedule to provide direct support for internal and external customers.

Requirements

Minimum of 2 years in IT support position or related experience in information systems and technology integration.
Emphasis on certifications and knowledge of specific systems: Rauland R5, RTLS (Centrak, etc.), Brekeke for telephony sip integrations.
Goal-oriented and driven to achieve high standards of implementation and support across customer base.
Excellent written and verbal communications skills with the ability to perform technical reviews for technical and non-technical audiences.
Must be able to demonstrate planning, organizing, controlling, and implementing skills, which allow the proper prioritization and successful completion of tasks with limited guidance.
Strong motivation to learn through on-the-job training and self-study, supported by scheduled classes, while exemplifying strong problem-solving skills.
Must be able to effectively handle stressful situations and manage multiple tasks successfully.
Ability to work within a team environment to design, test, and implement the technical solution required to accomplish the statement of work within the designated project schedule.
Ability to coordinate and communicate clearly with customer IT resources as well as other team members, while adhering to SWC and customer standards for change control and support documentation.
A willingness to follow set standards while providing constructive feedback for improvement.
Excellent customer service skills in dealing with both external and internal customers.
Ability to train junior team members.
High degree of proficiency in Microsoft Server operating systems.
Familiar with general database implementation and Microsoft SQL Server administration.
Experience providing detailed migration plans for systems, performing migrations and post-migration validation.
General understanding of network topologies and network protocols such as TCP/IP and SIP.
Understands Web server administration, configuration, and integration of applications.
Valid and current driver’s license.

Nice To Haves

IT certificates and degrees from an accredited college or university with coursework in Computer Science, Information Systems, or related fields are considered a strong plus.
Microsoft Certifications.
Cisco Certifications: CCNA and above.
Experience maintaining application servers and support for application and OS troubleshooting.
Experience in developing and maintaining Technical Documentation and Instructions.
Understanding of Data Center technologies and experience with maintaining a Data Center with Disaster Recovery planning.
Load Balancing experience, managing limit access to other hosts, troubleshooting, and health checks.
SQL general, transactional, and historical experience.
ITIL Change management experience.
SIP and/or Brekeke experience.
Server HA design experience.

Responsibilities

Install, configure, and maintain Rauland Responder server applications software and other healthcare systems provided by SWC in coordination with customers.
Install, configure, and maintain interfaces between nurse call system and other hospital systems provided by SWC or third parties (HL7 s/w, PBX, Middleware, RTLS, etc.).
Plan, coordinate, and implement various network components and overall systems for products provided to customers.
Reviews and adheres to manufacturer recommendations for deployment and support practices.
Collaborates with management to update SWC standards to align with industry- and manufacturer-recommended best practices.
Maintains the ITS Task Lists across all assigned system project deployments, and coordinates status updates with the project team on assigned projects.
Maintain system documentation on deployments of SWC provided networked systems (Facility Server Details, IP Spreadsheet, Bed Counts, etc.).
Maintains the related project documentation (daily time tracking, project plans, and task lists) across all assigned system projects and coordinates status updates with the project team on assigned projects.
Works as a team with project team to successfully achieve project goals while meeting deadlines for system implementation.
Assist Technical Service Support to analyze and resolve network, software and integration issues using diagnostic software and/or technical troubleshooting processes for customer server deployed systems.
Occasionally, provide support for workflow deployment within R5 and other healthcare system configurations.
Takes on-call rotation for remote support with other ITS team members.
Occasionally, provide the sales team with support on a pre-sales basis, including solution review, demo systems support, and interfacing directly with customer IT Staff for technical discovery and technical documentation follow-up.
Abides by and enforces security policies consistent with SWC and customer standards.
Comply with all SWC and customer policies, including health and safety matters.
Other duties as required or assigned.