IT Desktop Network Analyst

The Rehabilitation Hospital of Indiana (RHI), named Best Rehabilitation Hospital in Indiana in 2022 and 2023, provides quality rehabilitation services to those facing life-changing injuries or illness.

We specialize in the areas of brain injury, stroke, spinal cord injury and complex medical conditions. RHI is the only Traumatic Brain Injury (TBI) Model System in the state of Indiana and one of only 16 in the U.

S. Our campus on the west side of Indianapolis specializes in inpatient and outpatient evidence-based, patient-centered therapy for ages 15 and older.

We offer a competitive compensation and benefits package, along with a 401k match and tuition reimbursement program.

SUMMARY / PURPOSE OF JOB

As part of Information Services, this position will be responsible for day-to-day consultation, training, instruction, troubleshooting, problem-solving to computer users for hardware, software, network and related computer systems and peripheral devices.

The position ensures the effective operation of all systems; installs and configures systems; recommends hardware and software acquisitions and upgrades.

Understands and exhibits the principals of service excellence, leads by example, and mentors' others in the performance of their assigned duties.

Additionally, understands that every employee is responsible for exhibiting exceptional customer service by answering call lights on the nursing unit and if not able to assist personally, will inform the appropriate employee regarding the patient's need.

Understands the role of employee's individual position regarding HIPAA requirements and level of level access to Protected Health Information as defined in HIPAA hospital-wide policies.

Understands that it is the responsibility of every RHI staff member to provide patient safety as a priority response according to RHI evidence-based practices.

Encourages patients to be actively involved in their own care as patient safety strategy.

JOB DUTIES / ESSENTIAL FUNCTIONS

• Developing centralized, efficient methods for managing end user systems to minimize downtime and hands on visits to workstations, including Microsoft or similar.
• Appling business / technical support concepts to perform Tier 3 (highest-level) of technical support.
• Supporting the review of system architecture and recommending improvements to service delivery.
• Analyzing system architecture, planning and implementing more efficient and effective client device management practices.
• Performing hardware repair and maintenance
• Identifying and addressing complex usability problems
• Responsible for Managing IT Helpline and triage of IT ticketing system.
• Participates in continuous quality improvement / program evaluation activities and observes measures to ensure that Hospital, Joint Commission, CARF, and other quality standards and regulations are met.
• Uses appropriate technique in performing duties to avoid or minimize accidents and injury related to unsafe practice. Proactively seeks information and resources, including the Environment of Care Manual, to aid in safe performance of duties to contribute to the RHI culture of safety.
• Employee is focused on providing customer satisfaction (including, but not limited to, patients, co-workers, visitors, vendors and physicians) as a primary goal / outcome of all interactions;

places customer first in the performance of job duties and responds to needs in a timely manner as evidenced by the absence of legitimate customer complaints.

Other duties as assigned.

QUALIFICATIONS

KNOWLEDGE, SKILLS, ABILITIES

Must have working knowledge Hardware & Network Management. Requires excellent project skills, communication, interpersonal, and cross-departmental project facilitation skills along weigh ability to handle multiple priorities and meet aggressive timelines.

EXPERIENCE

Minimum of 3 years in Network or Desktop management. Must have strong analytical and problem-solving skills. Recent experience required with Desktop, Server, & Network support including but not limited to Microsoft, Cisco, Nortel.

Electronic Medical Records (EMR) including Cerner, Meditech, MediLinks or comparable systems preferred.

EDUCATION

Bachelor's Degree in Information Technology or equivalent experience / education. Microsoft MCSE preferred.

The Rehabilitation Hospital of Indiana is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, or any other characteristic protected by law.