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1. General Summary

Under general supervision, performs first line trouble shooting/triage on pharmacy system issues, located in pharmacy as well as nursing units. Answers service/request calls from the Pharmacy and interfaced departments, solves problems, and answers questions concerning hardware/software issues and takes a lead role in pharmacy projects and initiatives.

1. Principal Responsibilities and Tasks

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

1. Provides first level problem analysis, responds to calls regarding Pharmacy hardware and software, escalates calls to relevant hospital department(s) and vendors when necessary for support and follow up. 
2. Assists customers to identify and specify the nature and complexity of request or problems; troubleshoots, repairs, and replaces clinical hardware equipment or follows up with appropriate hospital staff and vendors when appropriate. Provides appropriate information for escalated issues. 
3. Participates in special projects and testing for system upgrades.
4. Maintains an inventory of all equipment installed and parts used and needed for reorder.
5. Performs technical downloads and some PC configurations.
6. Logs all problems, issues and requests. Collects data from customers to aid problem determination/resolution and/or design/build of request. Provides on-going follow up to customers throughout the investigation until resolution of issues.

1. Notifies appropriate on-call ITG and Pharmacy staff when problem/issues cannot be resolved within a reasonable period of time.
2. Provides organizational support and maintenance of internal pharmacy specific systems not supported by UMMC ITG resources. This includes coordinating the management of hardware and software issues revolving around data collection, entry, and reporting, as well as needs assessments with vendors for contracted products and services.
3. Maintains and evaluates departmental requirements related to Pharmacy specific systems and related IT equipment. Supports users with all internal application related requests related to the Pharmacy Services department work flow. 
4. Support the Pharmacy ITG Manager as liaison between ITG and product vendor to ensure the operational success of Pharmacy systems. Works with Pharmacy Leadership and the ITG Department to develop project plans for these systems, correct issues arising from their database, and troubleshoot issues related to the interface with other hospital IT systems. Assists with and coordinates any configuration matters and plans system policy changes.
5. Maintains all documentation of Pharmacy products in reference to upgrade and enhancements and ensures appropriate documentation is made available to management and users.
6. Evaluates department needs related to upgrades, equipment needs/replacement, etc. Supports department users with all IT-related support requests that are related to the department’s work flow.
7. Participates on projects as requested; works independently on projects requiring complete responsibility for project completion. Communicates needed actions related to Pharmacy Services to department management.

Education and Experience

1. Bachelors Degree in Information Technology or a related field preferred, or an equivalent level of professional experience in the area of computer desktop and systems support.
2. Registered Pharmacy Technician is preferred.

Three years progressively professional work experience within a healthcare environment is required. Computer desktop support experience is preferred.

1. Previous experience in leading a project and/or team is preferred.

IV. Knowledge, Skills and Abilities

1. Knowledge and understanding of how technology can be applied to provide system support.
2. Knowledge of healthcare processes is preferred. 
3. Knowledge of PC hardware and peripherals associated with applications preferred.
4. Effective communication and organization skills; demonstrates confidence, creativity, and maturity.
5. Excellent customer service skills and the ability to work with all levels within the organization.
6. Ability to perform daily work activities of the position assuring prompt and effective response to customer needs.
7. Proficient in analysis and problem solving, ability to assess customer needs and determining appropriate solutions.

Ability to understand and adhere to systems security and control procedures in accordance with departmental, vendor standards and regulatory bodies.

All your information will be kept confidential according to EEO guidelines.