Information technology support associate

Full job description

Description

This position reports to the Information Technology Manager/Administrative Coordinator, who reports to the Information Technology Director, who reports to the Executive Director of Information Technology, who reports to the Dean.

Examples of Duties

80% Application Support, Testing, and Documentation
1. Troubleshoot, analyze and resolve user, system and technical issues
2. Provides end-user support for assigned clinical systems including, but not limited t MModal
transcription and Scimage PACS; responds to e-mails and tickets, escalating issues as appropriate.
3. Provides on-site support for clinical users as indicated for supported applications.
4. Provides support for medical devices including configuration, implementation, and ongoing support
5. Works closely with system vendors to resolve issues.
6. Works closely with other IT areas to troubleshoot and perform root cause analysis to either resolve
or escalate issues to appropriate staff for resolution
7. Notifies end users of system outages, degradation, and system upgrades
8. Creates and maintains knowledge base articles and related documentation to assist in configuration
and troubleshooting of software and hardware
9. Creates and maintains training materials/job aids as directed, and performs on-site training when
applicable.
10. Performs functional and usability testing as directed, providing thorough feedback
11. Completes off-board procedures for all exited users in applicable systems
20% Administrative
1. Utilizes remote technology to assist end-users and attend regular meetings with team members
2. Utilizes ticketing system to the fullest extent, following outlined processes for ticket flow,
communications standards, and handoffs
3. Attends demos and end-user meetings, taking detailed notes of project details, requests, and pending tasks
4. Participates in training courses and webinars as directed
5. Defines and prioritizes tasks needed to complete projects
6. Assists in the implementation planning efforts of new application rollout

Qualifications

1. High school diploma or equivalent; AND
2. Any of or any combination totaling three (3) years (36 months) from the following categories:
a. College coursework which includes Information Technology (IT), IT Management, Programming,
IT systems, or a closely related discipline, as measured by the following conversion table or its
proportional equivalent:
i. 30 semester hours equals one (1) year (12 months)
ii. Associate’s Degree (60 semester hours) equals eighteen months (18 months)
iii. 90 semester hours equals two (2) years (24 months)
iv. Bachelor’s Degree (120 semester hours) equals three (3) years (36 months)

b. Work experience in IT-related functions such as hardware/software support, programming,
network design, network engineering, IT systems integration, or closely related field.

Condition of Employment: Pursuant to the State Universities Civil Service System, an out-of-state resident who is hired into this position must establish Illinois residency within 180 calendar days of their start date.

Applicants must already be authorized to work lawfully in the United States.

Supplemental Information

If you require assistance, please contact the Office of Human Resources at or call Monday through Friday, 8:00am-4:30pm.

The mission of Southern Illinois University School of Medicine is to optimize the health of the people of central and southern Illinois through education, patient care, research and service to the community.


The SIU School of Medicine Annual Security Report is available online at This report contains policy statements and crime statistics for Southern Illinois University School of Medicine in Springfield, IL. This report is published in compliance with Federal Law titled the
"Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act."

Southern Illinois University School of Medicine is an Affirmative Action/Equal Opportunity employer who provides equal employment and educational opportunities for all qualified persons without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, protected veteran status or marital status in accordance with local, state and federal law.

Pre-employment background screenings required.