Job Description

Today, SCA Health has grown to 11,000 teammates who care for 1 million patients each year and support physician specialists holistically in many aspects of patient care. Together, our teammates create value in specialty care by aligning physicians, health plans and health systems around a common goal: delivering on the quadruple aim of high-quality outcomes and a better experience for patients and providers, all at a lower total cost of care.

As part of Optum, we participate in an integrated care delivery system that enables us to support our partners as they navigate a complex healthcare environment, Only SCA Health has a dynamic group of physician-driven, specialty care businesses that allows us to customize solutions, no matter the need or challenge:

• We connect patients to physicians in new and differentiated ways as part of Optum and with our new Specialty Management Solutions business.
• We have pioneered a physician-led, multi-site model of practice solutions that restores physician agency by aligning incentives to support growth and transition to value-based care.
• We lead the industry in value-based payment solutions through our Global 1 bundled payment convener, that provides easy predictable billing to patients.
• We help physicians address everything beyond surgical procedures, including anesthesia and ancillary service lines.

The new SCA Health represents who we are today and where we are going—and the growing career opportunities for YOU.

As an Associate Tech Support Analyst, you will be responsible for maintaining end-user relationships at all levels of the organization by supporting both local and remote desktops utilizing varies technologies.

In this role you will be working under the direction of the IT Manager supporting the End-User Services organization (EOS). This role requires high accountability; self-starter with ability to consistently deliver positive outcomes and may require some travel in support of the Ambulatory Surgery Centers and practice facilities.

Skills Required

• Initiative-taking, decisive, action-oriented individual
• Strong written and verbal communication skills.
• Able to clearly explain technical issues in a way that non-technical people can understand.
• Ability to be broadly focused and manage multiple efforts concurrently.
• Strong written and verbal communication skills, including with Executive audiences. The ability to communicate with the executive management team on IT issues locally is especially critical.
• Excellent interpersonal, leadership, collaboration, facilitation, and negotiation skills
• Able to clearly explain technical issues in a way that nontechnical people can understand.
• Ability to be broadly focused and manage multiple efforts concurrently.
• Ability to work effectively with all levels of the organization, including staff, business stakeholders, and all levels of management, up to and including the CEO.
• A highly motivated, energetic individual with strong ethics and commitment to quality who must be organized, meticulous and a self-starter who can effectively begin and complete projects.

Responsibilities

• Experience with remote applications Splash top, Citrix, Dameware and Remote Desktop software.
• Experience with supporting multiple Electronic Medical Records (EMRs) highly preferred.
• Assisting internal and external teammates with hardware and software repairs via the In-person, phone, email, and remote control for varying computer problems.
• Occasional travel between multiple ASCs and Birmingham, AL may be required.
• Experience with supporting products in Microsoft Office Suite.
• Experience with ITSM tools (Service Now) preferred.
• Experience with hardware upgrades, Windows, iOS preferred.
• Follow proper escalations processes based on severity of the incident/alert.
• Take ownership and accountability of all assigned tickets and drive to resolution, researching and escalating to vendors, as necessary.
• Ability to work with facility administrators, risk management, insurance adjusters, contractors. and others in responding to emergencies.

• Technical ability to assist in support of the following technologies:
• Telecommunications – phones and all supporting software and infrastructure
• Data Networking – routers, switches, firewalls and wireless, along with supporting software
• Server hardware and operating systems – supporting local file shares or databases.
• Video Conferencing solutions – both local office hardware and software

• Bachelor’s degree, associate degree, or requisite job experience.
• Work experience ServiceNow ticketing system experience.
• The candidate must possess excellent organization, communication, customer service skills and be reliable.
• A good understanding of backup and recovery processes and applications is preferred.
• Healthcare IT experience Ambulatory Surgery Centers (ASC) preferred.

Stakeholders

• Ability to collaborate with vendors, technical engineers, and SCA team members in support of SCA End-User Services mission to provide exceptional IT service delivery.

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