IT Operations Support Specialist - Overnight/Weekends

Job Description

Who We Are:

St. John’s Episcopal Hospital is the only hospital providing emergency and ambulatory care to the densely populated, culturally and economically diverse, and medically underserved populations of the Rockaways and Five Towns in southern Queens County and southwestern Nassau County, New York. Celebrating over 110 years of community care, the 257-bed facility provides people of all faiths with comprehensive preventive, diagnostic treatment and rehabilitative services, regardless of ability to pay.

Come Grow With Us!

Type: Full-Time (75 hours biweekly)

Shift: Varies - 4 Rotating Night and Weekend shifts per week

Hours: 8:00 PM - 6:00 AM; 4:30 PM - 12:00 AM; 10:30 PM - 6:00 AM

Pay: $68,887 - $74,394 per year

Job Summary:

We are seeking a dedicated IT Operations Support Specialist to join our health system's IT team. The successful candidate will be responsible for providing technical support and ensuring the smooth operation of IT systems during overnight and weekend shifts. This role is critical to maintaining the availability and reliability of our IT infrastructure, which supports patient care and other essential functions. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a commitment to providing high-quality support in a healthcare environment.

Key Responsibilities:

Technical Support: Provide first-line technical support to healthcare staff during overnight and weekend shifts. Troubleshoot and resolve hardware, software, and network issues in a timely and efficient manner.

System Monitoring: Monitor the health system's IT infrastructure, including servers, networks, and applications. Respond to alerts and take appropriate actions to prevent or resolve incidents.

Incident Management: Log and track incidents using the organization's IT service management system. Escalate complex issues to higher-level support teams as needed and ensure timely resolution.

User Assistance: Assist healthcare staff with IT-related inquiries and provide guidance on the use of various applications and systems. Ensure a high level of customer satisfaction through effective communication and support.

System Maintenance: Perform routine maintenance tasks, such as software updates, system backups, and hardware checks, to ensure the reliability and security of IT systems.

Documentation: Maintain accurate records of support activities, including incident reports, system changes, and maintenance logs. Contribute to the development of knowledge base articles and user guides.

Collaboration: Work closely with other IT team members and departments to coordinate support activities and ensure seamless service delivery. Participate in handover meetings to communicate ongoing issues and updates to incoming shifts.

Compliance: Adhere to all relevant policies, procedures, and regulatory requirements, including HIPAA and other data protection regulations.

Qualifications:

Education: Associate's or Bachelor's degree in Information Technology, Computer Science, or a related

field. Equivalent experience will be considered.

Experience: Minimum of 3 years of experience in IT support, preferably in a healthcare environment. Experience with overnight or weekend shifts is a plus.

Technical Skills: Proficiency in troubleshooting hardware, software, and network issues. Familiarity with

healthcare IT systems, and clinical applications is highly desirable.

Certifications: Relevant certifications such as CompTIA A+, Network+, or ITIL Foundation are a plus.

Communication Skills: Excellent verbal and written communication skills. Ability to effectively communicate technical information to non-technical users.

Problem-Solving: Strong analytical and problem-solving skills. Ability to work independently and

prioritize tasks in a fast-paced environment.

Customer Service: Commitment to providing high-quality customer service. Demonstrated ability to

remain calm and professional in stressful situations.

Availability: This role will work overnight and weekend shifts.

Full-time