The Technical Support Agent (Business Technical Analyst 3) provides clinical application and technical support and consulting services as a service team analyst to doctors, nurses, researchers, and other related anicllary staff that provide direct patient care throuout the University. This role will assist in mentoring other level 1 staff on clinical application issues to improve efficiency and customer service.REQUIRED-Work independently and in a team environment to effectively provide application support and consulting services to customers via telephone, email, chat, and in-person. Diplomatically give and receive directions, information, and knowledge to and from other team members, clients, managers, and other University students, staff, faculty, and affiliates.-Good problem solving skills to visualize a problem or situation and think abstractly to solve it. Identifying system issues versus common workflow errors.-Working knowledge of common operating systems and software applications, including EMR end user support. -Excellent interpersonal, oral, and written communication skills for interactions with vendors, faculty, staff, students, and affiliates.-Skills to provide technical support for middleware services such as the UC Davis distributed web authentication system (Kerberos), CAS, LDAP, computing account management, and other similar technologies.-Demonstrated skills to research, learn, and support concepts, policies, procedures, and administration of: printer and device drivers; email; web browsers; Microsoft Office; secure file transfer; anti-spam; anti-virus; host-based firewall; and collaboration/discussion software.-Demonstrated skills to support local area network hardware and software, including wireless networking.-Extensive knowledge in information technology demonstrated through education or equivalent experience.-Knowledge of IP networking and DNS, troubleshoot DNS problems. -Experience with DHCP. -Experience supporting network connectivity in complex network architecture.-Demonstrated excellent skills to perform, document, and manage problem resolution, escalation, and notification policies and procedures.-Demonstrated skills to provide support for Microsoft operating systems and environments.-Demonstrated skills to provide support for root Microsoft Active Directory and Microsoft Exchange services.-Demonstrated skill to understand and translate complex technical concepts and write clearly and accurately to technical and non-technical audiences.PREFERRED-Thorough understanding of clinical workflows and dependencies in various hospital settings.-Demonstrated experience assimilating complex technical concepts, terms, and material, and accurately explaining this material to non-technical clients in a manner conducive to their learning and understanding the material.-Basic understanding of medical terminology. -Excellent organizational skills to coordinate several simultaneous activities in a dynamic work environment, with frequent changes in work priority, scope, and schedules. -Skills to plan, design, create, test, implement, troubleshoot, repair, and document web sites, pages, and applications. Familiarity with HTML. SPECIAL REQUIREMENT-Must be able to work days/evenings/nights/weekends and holidays. -Work occasional overtime. -Work with clients via telephone for extended periods of time. -Read CRT and LCD screens for extended periods of time.-THIS POSITION MAY BE SUBJECT TO A CRIMINAL BACKGROUND INVESTIGATION, DRUG SCREEN, LIVE SCAN FINGERPRINTING, MEDICAL EVALUATION CLEARANCE, AND FUNCTIONAL CAPACITY ASSESSMENT
Internal Number: 055051
About University of California Davis Medical Center
At the end of 2015, we launched a comprehensive and inclusive process to tap into the broad, diverse knowledge of our entire UC Davis Health community to stimulate new and unique ideas for our next strategic plan.Throughout 2016, hundreds of members of our UC Davis Health family, as well as external friends and partners, took part in conversations and provided valuable input into charting a long-term course for our future that will continue the momentum underway to solidify our position as a top-tier health care organization.With your valuable input and talents, I am excited to launch our six new strategic plan goals. Over the next few years, together we will:Lead Person-Centered Care in the best way, at the best time, in the best place, and with the best teamReimagine Education by cultivating diverse, transdisciplinary, life-long learners who will lead transformation in health care to advance well-being and equity for allAccelerate Innovative Research to improve lives and reduce the burden of disease through the discovery, implementation and dissemination of new knowledgeImprove Population Health through the use of big data and precision healthTransform Our Culture by engaging eve...ryone with compassion and inclusion, by inspiring innovative ideas, and by empowering each otherPromote Sustainability through shared goals, balanced priorities and investments in our workforce and in our communityAt a time when our industry is experiencing some of the most formidable changes ever, these are bold aspirations that will anchor us and provide us with clarity of purpose and a path forward. I am fully confident that we will achieve great success knowing we have a solid plan and areas of focus to guide us.I thank everyone who participated in the planning process for their great input and their dedication to our future success.