IT Operations Coordinator - Information Technology - Full Time/Varied in Lancaster, CA at Antelope Valley Hospital

Date Posted: 7/27/2020

Job Snapshot

Job Description

Job Objective: Under the direction of the IT Manager, the Operations Coordinator, will demonstrate the ability to thrive in a fast paced environment, work independently, assess incidents/requests, prioritize the requests  and apply the correct level of urgency to achieve a mutually accepted solution, all while providing exemplary customer service in support of Antelope Valley Hospital’s vision. The Operations Coordinator investigates and resolves software and hardware problems for AVH customers. 

Duties and Responsibilities:

  1. Be the primary coordinator of all IT Help Desk and Technician tasks.
  2. Triage server, network, and events and ensure that the incidents are resolved within the established timeframe.
  3. Ability to analyze the issue to determine proper team assignment Perform tier 1 and tier 2 incident management tasks.
  4. Ensures all equipment is properly maintained, service calls are placed in a timely manner and tracked.
  5. Performs Service Recovery  pertaining to Techs and Helpdesk
  6. Assists in the Provision/Decommission hardware (Laptops, Desktops, Macs, Servers, Storage) following the documented procedure.
  7. Act as “smart” hands for SME’s providing technical direction.
  8. Utilize ticketing system(s) to document issues, communicate statuses, and resolution.
  9. Escalate issues as defined in documented escalation procedures.
  10. Provide on-call and after-hours support as required.
  11. Coordinating office and equipment moves
  12. Ensuring proper  IT resources are assigned for facility events needing tech support 

Non-Essential Duties:

  • Performs other duties as assigned 

Knowledge, Skills and Abilities: 

  1. This position requires the ability to work independently with limited direct supervision.
  2. Communicate clearly both orally and in writing.
  3. Possess superior telephone etiquette and the ability to deal effectively with end users, peers, and management even under extremely stressful conditions.
  4. Possess the ability to respond effectively to sensitive inquiries and complaints.
  5. Possess the ability to read, analyze, and interpret helpdesk tickets and emails.
  6. Relate in a positive professional manner with end users and coworkers.
  7. Interact well with different personalities.
  8. Make decisions and judgments based on standard procedures.
  9. Demonstrate analytical and problem-solving skills, and the ability to organize and prioritize several projects and tasks at one time.
  10. Demonstrate the ability to determine when to escalate issues based severity level.
  11. Demonstrate PC proficiency using common software programs such as MS Word, MS Excel, MS Outlook, etc.
  12. Demonstrate basic understanding of enterprise data center concepts such as Windows, networking, server administration, and the Internet.
  13. Demonstrate the ability to learn new skills techniques and responsibilities.
  14. Flexibility to work non-standard work hours including nights, weekends, and holidays.
  15. Must be reliable related to schedule and recurring tasks. 

Core Competencies: All AVH employees will effectively demonstrate these behaviors:

Accountability                              

Action Oriented

Customer Focused

Effective Communication  

Teamwork

Ethics & Values

Integrity & Trust 

Education and Experience:

Education

  • High school diploma or equivalent is required
  • College level computer courses preferred

Experience

  • Three or more years’ experience in the Help Desk support and remote user support for resolving application and hardware issues is required.
  • Experience with Active Directory for account creation is required
  • Experience creating databases and maintaining database tables preferred
  • Experience with Remedy System is preferred 

Required Licensure and/or Certifications:

A+ Certification within 6 months of hire

Physical Requirements and Working Conditions:

  • Work is performed in a normal office environment.
  • Ability to lift boxes or equipment which weighs up to 25 pounds.

A detailed description of the physical requirements of this job is maintained in the Employee Health Department.

Looking for an opportunity to work in healthcare the way you always dreamed you could? At Antelope Valley Hospital, our employees are at the heart of what we do best – delivering high quality, patient-centered healthcare.

Antelope Valley Hospital, a 420 bed acute care facility, located just 60 miles north of Los Angeles, the Antelope Valley is one of Southern California’s fastest growing communities. We are a Level II Trauma Center and Joint Commission Primary Stroke Center Accredited. Serving the community for over 50 years, our non-profit hospital has grown to be the preeminent healthcare facility for our district’s nearly 1.2 million residents. 

An Equal Opportunity Employer.