Job Details

LOCATION: HAWAII HEALTH SYSTEMS CORP | Data Ctr & Sec Ops Ctr

POSITION STATUS: 1.00 | Permanent

SALARY RANGE: BU13 | SR16

SALARY RATE: $50,916 (Annual Salary) based on the FTE

JOB DUTIES: This position serves as a helpdesk support analyst and acts as the liaison between the Information Technology Department and the users of the automated systems of the HHSC facilities and the HHSC Information Technology Department. This position is located in the HHSC IT Department. Must be available to work rotating shift-work (Days, Evenings and Nights), including holidays, weekends, and on call (standby) as required.

MAJOR DUTIES & RESPONSIBILITIES:

User and Management Liaison - 60%

1. Assist in providing level-one contact and problem resolution for all users with desktop and mobile device software, application, and hardware problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
2. Provide accurate and timely logging of problems and resolution for problems in the ServicePro problem management database.
3. Escalate problems as appropriate following helpdesk procedures.
4. Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customer during the problem resolution process.
5. Utilizes superior customer service skills when dealing with customers and support staff.
6. Works with users and other systems analyst to provide the most efficient and reliable analytical support and service to HHSC facilities and their user departments through the functional application and technical components that make up the Hospital Information System.

Data & Security Operations Center Support - 20%

1. Performs day to day monitoring of HHSC server, network, and data center infrastructure interface engines and other computing systems.
2. Perform day to day monitoring of Security Applications.
3. Assists in troubleshooting, top level investigating, resolving, and/or escalating to appropriate resources of incidents within HHSC data center and security operations center locations.
4. Coordinates and assists in the implementation of information technology hardware and software solutions including installation, configuration, testing, training, documentation and controls to insure secured and proper functioning of the systems.
5. Communicates current and ongoing research and findings, project status and reporting of various other I.T. activities via oral and written reports to appropriate user and management personnel.
6. Assists in the analysis and coordination of standardization of information systems and controls within the HHSC facilities to optimize maintenance costs and enhance training and reporting compatibility.

General Responsibilities - 20%

1. Assists in the implementation and enforcement of I.T. policies and procedures to meet corporate and accreditation standards.
2. Assists in preparing and maintaining documents including policies, procedures and logs for operations, interfaces, network and programming standards.
3. Assists, evaluates and coordinates plans and projects for sharing information with other HHSC facilities.
4. Assists in the review and evaluation of the information technology systems and its components.
5. Other duties as assigned to support the mission of HHSC.

THE MINIMUM QUALIFICATION REQUIREMENTS ARE: Applicants must meet all of the following requirements. Please note that unless specifically indicated; the required education and experiences may not be gained concurrently. In addition, qualifying work experiences are based on a 40-hour work week.

EDUCATION: Bachelor's degree from an accredited four (4) year college or university.

Excess experience of the types and quality described below or any administrative, professional, analytical, technical, or other responsible work which provided knowledge, skills and abilities comparable to those acquired in four (4) years of successful study while completing a college or university curriculum leading to a baccalaureate degree may be substituted on a year-for-year basis. The education or experience background must also demonstrate the ability to write clear and comprehensive reports and other documents; read and interpret complex written material; and solve complex problems logically and systematically.

SPECIALIZED EXPERIENCE: None Required

DESIRED SKILLS:

A. Education preferred - a bachelor's degree in computer science or management information systems from an accredited college or university.

B. Experience preferred - Experience in a Microsoft desktop and server environment; experience with Windows XP, Windows 7, Windows 10, and mobile device a plus. Experience resolving end user issuers via remote software a plus. At least 1 year in a healthcare or healthcare support facility.

C. Experience preferred includes experience and basic knowledge in the following environment and systems:

1. Experience in a LAN and WAN preferably in an environment which includes a minicomputer host.
2. Experience in installation, configuration, administration and support of server and network devices with a data center.
3. Basic understanding of data center operational technologies to insure appropriate monitoring of HHSC computing facilities.

D. Experience preferred includes experience and basic knowledge in the following applications:

1. General MS Office Professional Application software - Word, Excel, PowerPoint, Access, Outlook, Microsoft Teams.
2. General support application - MS Project, VISIO.
3. IBM Midrange or similar computer systems.
4. Other applications - Electronic Medical Record

E. Preferred hands on experience in the following activities:

1. Troubleshooting and resolving user identified software and applications.
2. Experience and a high level of competency in PCs including hardware configuration and installation.

KNOWLEDGE AND ABILITIES REQUIRED:

KNOWLEDGE OF: Basic mathematics; research methods and techniques; problem solving methods and techniques; report writing.

ABILITY TO: Gather information from various sources; analyze and evaluate data logically; solve problems and draw logical conclusions; perform work thoroughly with attention to detail; communicate clearly and concisely both orally and in writing; prepare clear, complete and concise reports; and establish and maintain effective work relationships with others.

ALL CIVIL SERVICE JOB VACANCIES WILL BE POSTED FOR A MINIMUM OF TEN (10) CALENDAR DAYS

The Hawaii Health Systems Corporation is an equal opportunity employer and complies with applicable state and federal laws relating to employment practices

QUALITY OF EXPERIENCE: Possession of the required amount of experience will not in itself be accepted as proof of qualification for the position. Overall paid or unpaid experience must have been of such scope and responsibility as to conclusively demonstrate that you have the ability to perform the duties of this position. Provide a detailed description of your duties and responsibilities. If you worked on a part-time basis, indicate the average number of hours worked per week. Please note that experience will be based on a 40-hour workweek. Note: We will not postpone the recruitment process because of your failure to provide accurate and complete information concerning your qualifications.

MERIT OR CIVIL SERVICE SYSTEM: You must meet the minimum qualification requirements, including education, experience, other public employment requirements for State Civil Service employment, and HHSC Standards of Fitness. Only those applicants that are scheduled for an interview with the hiring manager will be contacted.

CITIZENSHIP AND RESIDENCE REQUIREMENT: Applicants must be a citizen, national or permanent resident alien of the United States or a non-citizen eligible under the federal law for unrestricted employment and at the time of appointment intend to reside in the State of Hawaii during the course of employment with the Hawaii Health Systems Corporation.

VETERAN'S PREFERENCE: If you are claiming Veteran's Preference, you must submit a copy of your DD214 and/or other substantiating documents specifying the periods of your service.

HEALTH AND PHYSICAL REQUIREMENTS: Applicants must meet the health and physical requirements deemed necessary to effectively and safely perform the essential functions of the position with or without reasonable accommodation. Hawaii Health Systems Corporation is committed to making reasonable accommodations on a case-by-case basis. Applicants seeking reasonable accommodations should be ready to discuss the accommodation sought so that a determination can be made that such accommodation is reasonable and would not cause the employer undue hardship.

MEDICAL/PHYSICAL EXAMINATION REQUIREMENT: Offers of employment will be contingent on successfully passing a pre-employment physical examination, which includes drug screen and other regulatory medical requirements such as, but not limited to, two-step tuberculosis (TB) screen. The cost for physical examinations, except the cost for drug screening, shall be borne by the applicant and not the Hawaii Health Systems Corporation.

CRIMINAL/BACKGROUND, CREDENTIALING CHECKS: Applicable checks will be conducted periodically, and any associated costs may be borne by the applicant. Applicable checks may include, but are not limited to, state and federal criminal history records, child abuse and neglect registry check, adult protective services registry and sex offender registry records, etc. If a job offer is made or employment is begun prior to completion of all applicable checks, any offer of employment or continued employment is contingent upon satisfactory return of all required checks.

IMPORTANT APPLICATION/EMPLOYMENT INFORMATION

Administrative Review, subsequent appeals: If you do not agree with a decision made by the Employment Office as to your non-qualification or non-selection for a position, you may complete a Request for Administrative Review form (available on the HHSC website) or you may submit a written request within twenty (20) days from the date of your sent notice to the Regional Chief Executive Officer/Designee. Your letter requesting the Administrative Review must include: 1) The job title(s) and recruitment number(s), 2) the specific reason(s) you are requesting the review noting if there is statute or rule violation, and 3) any additional information you want to submit to substantiate your request. If you do not submit your request within the twenty (20) days deadline, no Administrative Review will be conducted. Since the Administrative Review is a prerequisite to subsequent steps, failure to utilize this process will make you ineligible for subsequent appeals. The administrative review, formal complaint and/or appeals hearing will not necessarily postpone the recruitment process and/or rescind a selection. If you do not agree with the Administrative Review, you may file a Formal Compliant and then, if you are still not satisfied, you can appeal to the HHSC Merit Appeals Board.

CONTACT INFORMATION: HAWAII HEALTH SYSTEMS CORP is located at 3657 Kilauea Avenue, Honolulu, HI 96816. For employment opportunities, please contact (808) ###-#### or (800) ###-#### (TTD/TTY), email: ...@hhsc.org or visit our website at

Persons with Disabilities may contact the Recruitment Office to discuss special needs in applying at (808) ###-#### or (800) ###-#### (TTD/TTY), ...@hhsc.org.