NHRMC, established in 1967 in Wilmington, NC, is recognized as a preeminent healthcare organization focused on leading our community to outstanding health. We have an 855 bed network of hospitals and multi-specialty physician group practices with more than 200 physicians. With a network of primary, specialty, neighborhood clinics and regional medical centers; you will find our culture is the very definition of best in practice. Join us and find out how many ways NHRMC offers you the chance to focus on what really matters - our patients and community.
About the Job
Location: New Hanover Regional Medical Center
Department: Data Center / Help Desk
Full Time Equivalent: FTE: 1.000000
Work Type: 64 to 80 Hours Pay Period
Work Schedule: 8HR DAY - Most of shift btwn 7A-3P
Exempt from Overtime: Exempt: No
What You'll Do
The Network Operations Center Analyst reports to the Manager, Data Center Operations. Responsibilities include first level support for processing electronic and telephony generated requests for service, including but not limited to: requests for assistance related to Information Services hardware and software applications (troubleshooting, maintenance, updates and new installs), “How To” questions regarding hardware and software supported by Information Services, providing knowledge transfer to end user when feasible, processing formal requests for modifications or enhancements to Information Services supported systems. The Network Operations Center Analyst is also responsible for tracking and reporting each request, for documenting the responses given and for utilizing appropriate departmental procedures in developing the proper response to each type of requests. Also responsible for initiating follow-up calls to user departments regarding the status of requests, miscellaneous table and account maintenance, password resets and low priority software installations. The Network Operations Center Analyst will assist with direct support to physicians, clinical staff and other providers on an electronic medical record. The NOC analyst will support physicians and other users on PCs and mobile devices and will have a strong working knowledge of practice operations (Ambulatory) and Inpatient (Hospital) performance requirements and understand the sense of urgency when dealing with technology issues in a patient care environment. Operations Management to include the operation and monitoring of on-line systems.
- Works under the supervision of the Manager, Data Center Operations.
- Performs and demonstrates proficiency in all functions and processes of a NOC Level I Analyst as well as NOC Level II Analyst.
- Provides first level support for all electronic or telephony generated requests for service.Analyzing problems encountered by systems’ users through telephone contact and or electronic service requests and completing these requests by either “First Call Resolution” and or by routing the electronic requests via the Service Portal with the corresponding service request information and or resolution to ensure courteous, timely, and effective resolution of end-user issues.
- Responsible for tracking and reporting each request, for documenting the responses given and for utilizing appropriate departmental procedures in developing the proper response to each type of requests.
- Responsible for initiating follow-up calls to user departments regarding the status of requests, account management and low priority software installations.
- Maintains a broad knowledge of all Information Services software and hardware being utilized to be technically conversant at all levels of problem solving through reading, briefings, seminars, and classes.
- Responds to customer requests and complaints, answers questions, troubleshoots user and system errors and provides problem resolution over the phone as much as possible to promote accelerated problem resolution. Escalates to second level support as appropriate. Provides consulting advice for the user community in a manner that promotes a professional and customer service-oriented climate throughout the Medical Center.
- Responsible for creating, modifying and maintaining security passwords for specified applications within the Information Services domain. Specifically, Active Directory however other applications can apply.
- Differentiates between user and system problems, resolving all issues pertaining to user requests and utilizing technical staff resources to address system problems.
- Researches all problems from available resources (tech manuals, internal support documents, vendor support, internet resources, etc.).
- Logs and tracks various types of requests to isolate and improve problem areas.
- Provides point of contact knowledge transfer to end-users to minimize repeat calls and increase customer satisfaction.
- Monitors on-line systems and network tasks to ensure responsive operation and restarts the systems in case of failure with limited assistance. Coordinates necessary first or second level support necessary to resolve problems in an expedient manner with least amount of impact to the users.
- Monitor network components/systems/applications for potential service outages or equipment failures and document events via event management system as they occur.
- Assess network alarm conditions and relay details to the appropriate department.
- Produce, communicate, and maintain up-to-date, accurate documentation as required.
- Provides assigned training to less experienced personnel as required or scheduled.Provides training and onboarding for all new NOC Analysts.
- Assists management and or coordinating staff in preparing work schedules, completing reports and other assigned tasks.
- Becomes certified to operate and perform all duties of each identified shift in a solo manning function.
- Proactively identify opportunities for improvement and offer/create viable recommendations/options.
- Escalates issues with accurate documentation and effectively communicate with other team members or departments when required to handle any escalating issues in a timely manner. Follows departmental downtime communications protocols/processes in detail.
- Provide new and up to date knowledge database information and follow documented standards for additions/modifications/changes.
Level II Performance Measurements:
- Knowledge Database Yearly Updates– Able to update and create twenty-five knowledge database entries
- Data Center Operations/Facilities Management– Maintain Data Center Operations/Facilities Daily Reporting, Access Controls Policy, Change Control processes, Facilities monitoring and alerting event management.
- Service Requests– Handles 13% of Total Calls Presented to the Help Desk / 95% of Calls Handled / 95% Tickets Created / 55% First Call Resolution. Note:Calls Handled Percentage is based on total volume of calls (not service requests) to the Help Desk and not based on per shift; these statistics must be met six months out of the performance measured year.
- Event & Escalation Management– Modify and review Downtime procedures, policies and communication processes
- Certification of All Job Functions– Certified to work Operations 1st Shift and either 2nd or 3rd Shift Certified to provide Level I Clinical/Business Applications Support
- Tier 1 Application Support Knowledge (Level II Support)– Level II Support for forty or more applications
- On-Call – Help Desk Support After Hours and Weekends/Holidays (Tier Support to Clinical On-Call)
- Strong communication and diplomacy skills required.Must have the ability to build positive working relationships with physician-users, practice managers, and staff.
* General Education Degree
* Associate Degree
Experience Level II: 3 years of experience with desktops, laptops, peripheral devices and basic networking skills, 4 years of Information Systems experience is required; or Associates Degree with 2 years relevant experience. Help Desk and prior experience with Hospital/Inpatient and Physician office operations and support of technology and IT processes in the physician practice environment is preferred but not required.
Demonstrates standards of performance (ownership, teamwork, communication, compassion) that support patient satisfaction and principles of service excellence.
Performs other duties as assigned.
Individual will possess commensurate combination of education, experience and qualifications.
This position description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications which may be required of the employee assigned to the position. Depending on the location of the job, duties may vary. Receipt of the job description does not imply nor create a promise of employment, nor an employment contract of any kind; my employment with the Company is at will.
- Member Top 100 Hospitals – In 2016 NHRMC was recognized as a Top 100 Hospital demonstrating significant investment and financial sustainability for the communities we serve.
- Newsweek's 2020 list of Best Maternity Care Hospitals - NHRMC Betty H. Cameron Women's & Children's Hospital was named as a Best Maternity Care Hospital by Newsweek.
- Forbes America’s Best Large Employers 2018 and 2019- Link
- Becker’s 150 Top Places to Work in Healthcare- Link
- Healthgrades Outstanding Patient Experience
Consider a career at NHRMC and become part of this award winning team!