JOB SUMMARY:
This Lead Tech Support Specialist is responsible for analysis, development and testing of technical area independently. The Lead Tech Support Specialist designs builds based on department requirements. Responsible for implementation of new systems and maintenance of existing services and systems.

KEY DUTIES:

• Collaborate with IT and Clinical Engineering teams to define IT requirements for medical equipment.
• Apply basic networking principles to resolve medical device and IT issues.
• Represent HealthIT as a liaison with product managers, product development teams and vendors.
• Analyze medical devices/IT systems for types of data they provide and determine IT requirement needs.
• Create and update documentation for data/IT workflows in regards to medical devices and IT systems.
• Provide assistance with hardware testing validation and troubleshooting.
• Provide 2nd and 3rd level support for end user devices (workstations, scanners, printer, display boards, etc).
• Providing support for help desk/trouble tickets.
• Providing timely updates/roadblocks encountered for projects.

KEY RESPONSIBILITIES:

• Ensure Performance and quality of products and services conform to standards, guidelines and requirements.
• Identify and resolve technical issues.
• Assist customers and elevate issues when necessary.
• The responsibilities listed are a general overview of the position and additional duties may be assigned.

TECHNICAL CAPABILITIES:

PRODUCT KNOWLEDGE - (ADVANCED): Demonstrates ability to resolve problems of a difficult nature which do not have documented work-around procedures by drawing on past experiences and training. Successfully works with customers and support groups to expedite problem resolution. Able to proceduralize newly developed problem resolutions for inclusion into help desk knowledge bases. Able to train and educate by setting the example, giving technical instruction, providing leadership and generally raising the level of performance of others while on the job.

PROCEDURES (ADVANCED): Performs call analysis to determine trends in hardware, software and procedural problems, recommends improvements and interfaces with appropriate support groups to effect changes/software updates in order to reduce and/or eliminate problem calls. Demonstrates the uppermost levels of expertise in applying this skill in a creative and imaginative manner in order to achieve results. Actively participates in outside professional organizations and forums.

PROBLEM MANAGEMENT (ADVANCED): Demonstrates the uppermost levels of expertise in Incident Tracking and Problem Reporting in challenging and complex situations. Clearly articulates incidents and problems in a way that improves chances of quick resolution. Provides solutions that improve the design and architecture of the system. Makes recommendations that are creative and imaginative while setting a standard for others. Often takes a lead role in highly pressurized situations when there is a need to achieve results.

CORE ACCOUNTABILITIES:

• Organizational Impact: Independently performs non-routine tasks that significantly impact team and other related teams.
• Problem Solving/ Complexity of work: Gathers and analyzes data to solve problems that arise with little or no precedent.
• Breadth of Knowledge: Applies advanced job knowledge and has developed a breadth of skills in other areas.
• Team Interaction: Serves as a lead for the team by providing expertise and guidance to team members.

About the Department:

Health IT

HealthIT provides the best health information technology tools that support Vanderbilt University Medical Center's mission of:

• Delivering distinctively personalized care
• Improving the health care of individuals and communities regionally, nationally and internationally
• Providing transformative learning programs
• Supporting compelling discoveries

Our tools, which form the digital arteries of VUMC, are either developed in-house by our innovative product teams or selected from the most cutting-edge solutions available in today's ever-changing marketplace. Our 500 colleagues provide ongoing support over each product's entire lifespan, ensuring that the tools are meeting the evolving needs of the Medical Center's 24,000 colleagues.

Our solutions are driven by the incredible work and research of our colleagues throughout Vanderbilt and supported through a close partnership with VUMC Information Technology (VUMC IT). The strong collaboration among our teams means that VUMC can respond to clinical and operational issues with agility and innovation. Together, we ensure VUMC remains a leader in its pioneering use of healthcare information technology.

Underscoring our entire department are our core values of accountability, transparency and execution, delivered with a strong Partner Promise.

Position Shift: Days

Discover Vanderbilt University Medical Center:

Located in Nashville, Tennessee, and operating at a global crossroads of teaching, discovery and patient care, VUMC is a community of individuals who come to work each day with the simple aim of changing the world. It is a place where your expertise will be valued, your knowledge expanded, and your abilities challenged. It is a place where your diversity -- of culture, thinking, learning and leading -- is sought and celebrated. It is a place where employees know they are part of something that is bigger than themselves, take exceptional pride in their work and never settle for what was good enough yesterday. Vanderbilt's mission is to advance health and wellness through preeminent programs in patient care, education, and research.

VUMC Recent Accomplishments

Because we are committed to providing the best in patient care, education and research, we are proud of our recent accomplishments:

• US News & World Report: #1 Adult Hospital in Tennessee and metropolitan Nashville, named to the Best Hospitals Honor Roll of the top 20 adult hospitals, 10 nationally ranked adult specialty programs, with 3 specialties rated in the top 10 nationally, Monroe Carell Jr. Children's Hospital at Vanderbilt named as one of the Best Children's Hospital in the nation, with 10 out of 10 pediatric specialties nationally ranked.
• Healthcare's Most Wired: Among the nation's 100 "most-wired" hospitals and health systems for its efforts in innovative medical technology.
• Becker's Hospital Review: named as one of the "100 Great Hospitals in America", in the roster of 100 Hospitals and Health Systems with Great Oncology Programs and to its list of the 100 Hospitals with Great Heart Programs.
• The Leapfrog Group: One of only 10 children's hospitals in the to be named at Leapfrog Top Hospital.
• American Association for the Advancement of Science: The School of Medicine has 112 elected fellows
• Magnet Recognition Program: Received our third consecutive Magnet designations.
• National Academy of Medicine: 22 members, elected by their peers in recognition of outstanding achievement
• Human Rights Campaign Healthcare Equality Index: 6^th year in a row that Vanderbilt University Medical Center was a Leader in LGBTQ Healthcare Equality.