IS Support Serv Spec - Lead

As an IS Support Serv Spec - Lead at Baptist Health, your main responsibilities include supervising the local IT support team and acting as a key escalation point for technical issues. You’ll provide second and third-tier support to end users across various healthcare facilities, addressing hardware and software challenges, coordinating application support, and ensuring seamless IT services to enhance patient care.

To qualify for the IS Support Serv Spec - Lead role at Baptist Health, candidates must possess a bachelor’s degree along with six years of relevant experience, or three years of direct experience in IT support. Strong leadership skills and a background in healthcare IT are highly beneficial for success in this role.

The IS Support Serv Spec - Lead at Baptist Health plays a critical role in patient care by ensuring that IT support systems are running effectively. By providing timely and efficient technical assistance to healthcare professionals, you will help maintain the integrity of healthcare applications and technologies that directly impact patient services and outcomes.

In the IS Support Serv Spec - Lead role at Baptist Health, you will support various environments including the main hospital campus, clinical centers, surgery centers, labs, and remote physician practices. You will also provide remote support for staff working from home, making your job diverse and dynamic across multiple locations.

Baptist Health offers numerous opportunities for growth in the IS Support Serv Spec - Lead position, including involvement in local and system-wide projects, participation in the planning and execution of IT strategies, and opportunities for professional development that can pave the way for career advancement within the organization.

When managing an IT support team, it’s important to establish clear communication, set achievable goals, and promote a collaborative environment. I believe in providing regular feedback, celebrating team successes, and offering training opportunities to enhance skill sets. This ensures that everyone is aligned and motivated toward delivering exceptional service.

In urgent situations, I prioritize the issue based on its impact on patient care and the business operations. I utilize a systematic approach to assess, diagnose, and resolve the problem while communicating updates to affected users. Collaborating with team members is crucial, and I always ensure that we learn from the incident to improve future response strategies.

My experience in IT support within a healthcare setting involves hands-on support with healthcare applications, managing EHR systems, and ensuring compliance with healthcare regulations. I’ve worked on various projects that focus on improving end-user satisfaction and streamlining processes to enhance operational efficiency.

The most important quality for an IT support lead is effective communication. It is essential to clearly convey technical information to non-technical staff and ensure that team members feel supported and heard. Empathy and patience also go a long way in facilitating a positive user experience.

To ensure successful implementation of new technology, I advocate for thorough planning that includes stakeholder buy-in, training programs, and ongoing support. I also emphasize the need for feedback loops to identify any issues early and make necessary adjustments, creating a smooth transition for users.

I commonly use IT Service Management (ITSM) tools like ServiceNow or Jira for tracking and managing IT support incidents. These platforms allow for efficient ticket management, documentation, and communication with users, making it easier to monitor the progress of support requests.

I stay updated on IT trends in healthcare by subscribing to relevant industry newsletters, participating in webinars, and networking with professionals through conferences and forums. This commitment to continuous learning helps me understand emerging technologies that can benefit our organization.

I once faced a significant issue where the EHR system crashed during peak hours. By rapidly assembling a response team and employing our incident response protocols, we managed to restore access, identifying the root cause as a server overload ultimately leading to an infrastructure upgrade that improved reliability.

In a high-demand environment, I prioritize support requests based on their impact on patient care and operational efficiency. Critical issues affecting multiple users or core systems take precedence followed by less urgent requests. Maintaining a triage system ensures a balanced workload for the team.

I want to work with Baptist Health because I am passionate about leveraging technology to improve healthcare outcomes. Being part of a team dedicated to clinical excellence and innovation aligns perfectly with my career goals, and I am excited about the opportunity to contribute to such a meaningful mission.