Help Desk Support Specialist
In 1971, Yale University began a unique and historic experiment providing health services to its facility, staff and students through a multidisciplinary health maintenance organization located on campus. Now, 47 years later, Yale Health has more than 37,000 members including students, staff, faculty and their families who come from every state in the country and almost every country in the world.
Our state-of-the-art facility at 55 Lock Street, built in 2010, is where our members receive most of their care. It is a 144,000 square foot medical facility with over 90 exam rooms, a 24/7 Acute Care Department, a 17-bed inpatient facility with two negative pressure rooms, a diagnostic imaging suite including MR and CT scan, x-ray and ultrasound and a full-service retail pharmacy. It houses our 150+ providers, including 111 primary and consulting physicians.
Reporting to the Manager of Systems and Network Engineering, the Help Desk Support Specialist provides critical support for Yale Health clinical and administrative systems. Designs and implements user security mechanisms and interfaces with vendors and Yale University Security Team on the Security Design reviews for new projects. Identifies trends and provides recommendations and advice to improve overall performance and increase efficiency of operations. Provides server support and maintenance. Provides level 1 triage for business and clinical applications by investigating and resolving end-user issues.
Additional responsibilities include:1.Design and implement user security mechanisms for systems. Works closely with managers to employ HIPAA compliant methods. Runs and analyzes monthly HIPAA compliance reports and recommends remediation.
Manage Yale Health new and existing user membership in Active Directory groups to assign proper resource and departmental share access. Manage Yale Health users’ access and assignment to virtual desktop environments.
Interface with vendors and Yale University Security Team on security design reviews for new projects. Participate in project appropriate aspects of information systems lifecycles (business requirements definition, selection / planning, build, test, train, implement, production support).
Administer and manage security aspects of Enterprise systems software, login IDs, version control and hardware maintenance scheduling.
Maintain and monitor day-to-day operations of the virtual server and virtual desktop environments, e.g., Dell Servers, 50+ VM Servers, VMWare VSphere server, VMWare including regularly scheduled monthly updates, security and system upgrades.
Test, troubleshoot and perform related system refinements and improvements. Apply software upgrades, security patches and perform planned maintenance. Collaborate with Yale Information Technology Services for regular system maintenance and updates.
Troubleshoot and facilitate support calls for system hardware and software issues for clinical and business applications. Ensure that all support issues are resolved in a timely manner. Identify support trends and make recommendations to improve support.
Perform desktop setup and deployment via imaging and configuration of desktops, laptops and thin clients. Installs, configures and maintains operating systems and applications. Provides desktop security patch and anti-virus software updates. Works with information security to remediate infected desktop devices.
Participate in the development, implementation and maintenance of business continuance and disaster recovery strategies.
Coordinate all communication during systems outages, system upgrades and all organization wide projects affecting performance and maintenance activities.
Provides off-hours on call support.
1. Investigates and analyzes user issues concerning system deficiencies and determine appropriate action. 2. Provides system services for stakeholders and intended end users. Applies software upgrades, security patches , and performance planned maintenance; install, configure, and maintain operating systems and applications 3. Resolves programming problems to minimize harm to affected users data loss. 4. Incorporates updates into existing systems to eliminate operational deficiencies, and errors, improve overall performance, and increase efficiency of operations. 5. Reviews productivity reports and problem records to evaluate performance of computer system. 6. Reviews computer system capabilities, workflow, and scheduling limitations to determine if requested changes to operating system are possible. Make recommendations. 7. Designs and documents system procedures. Briefs users on changes and new system capabilities. Train users, to use system software. 8. Researches new tools, processes, and technologies. 9. May perform other duties as assigned.
Required Education and Experience
Bachelor's degree. Two years of experience as a systems programmer with knowledge of one or more high level languages, or an equivalent combination of education and experience.
Required Skill/Ability 1:
Strong background in the support and configuration of Microsoft Windows Server 2008, 2012, 2016 and 2019; Windows 7 Enterprise, Windows 10 OS. Strong background in the implementation and maintenance of virtual servers and desktops using VMware, VSphere and View Manager.
Required Skill/Ability 2:
Ability with Microsoft Active Directory, Group Policy, Dell Storage Area Networking (Equallogics, EMC series). Working technical knowledge of Ethernet, IP, DNS, DHCP and networking standards and concepts. Well-developed understanding of Information Security compliance. Knowledge of HIPAA regulations.
Required Skill/Ability 3:
Demonstrated abilities with Health Information Systems, as well as with EPIC, GE Centricity Business application, GE Desktop Services, Hyper-V, Azure, Enterprise RX or similar. Strong computer skills: Microsoft Active Directory, Windows Server 2008, Server 2012, Server 2016, Server 2019, Microsoft SQL Server, Windows 8 Enterprise, Windows 10.
Required Skill/Ability 4:
Accomplished PC user with advanced proficiency in all Microsoft desktop applications, Excellent verbal and written communication skills and a demonstrated ability to express complex ideas and processes in clear and concise ways. Excellent organizational, analytical and problem-solving skills. Excellent attendance, punctuality and reliability.
Required Skill/Ability 5:
Excellent verbal and written communication skills and a demonstrated ability to express complex ideas and processes in clear and concise ways. Strong problem solving skills. Comfortable and confident recommending solutions to end users at all levels. Excellent interpersonal skills and the ability to work effectively with diverse professional groups.
Preferred Education, Experience and Skills:
Experience in a healthcare environment and working knowledge of regulatory and compliance agencies including HIPAA, Joint Commission, NCQA (HEDIS), PCMH.
Background Check Requirements
All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. Please visit www.yale.edu/hronline/careers/screening/faqs.html for additional information on the background check requirements and process.
The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.
Affirmative Action Statement:
Yale University considers applicants for employment without regard to, and does not discriminate on the basis of, an individual’s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Yale discriminate on the basis of sexual orientation or gender identity or expression. Title IX of the Education Amendments of 1972 protects people from sex discrimination in educational programs and activities at institutions that receive federal financial assistance. Questions regarding Title IX may be referred to the University’s Title IX Coordinator, at TitleIX@yale.edu, or to the U.S. Department of Education, Office for Civil Rights, 8th Floor, Five Post Office Square, Boston MA 02109-3921. Telephone: 617.289.0111, Fax: 617.289.0150, TDD: 800.877.8339, or Email: email@example.com.
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