Information Technology Service Management (ITSM) Engineer Level 1

The Information Technology Service Management (ITSM) Engineer Level 1 is responsible for providing first contact support of incoming requests to the service desk via telephone, web portal, email to ensure courteous, timely, and effective resolution of end-user issues. Prioritize incidents and service requests according to defined processes to meet defined SLAs.  ITSM professionals provide customer-focused IT support, resolving issues related to hardware, software, and networks. They need excellent problem-solving, communication, and interpersonal skills, plus a strong understanding of the IT systems they support.

The ITSM Engineer Level 1 role is a full-time position, and it is expected to adhere to all organizational policies and applicable regulatory obligations, stewardship of resources, confidentiality, and ethical conduct, and to devote all professional time to the performance of the responsibilities of this job description and remain available to fulfill management responsibilities inside and outside standard business hours as LiveOnNY’s needs dictate. In this role, you will report directly to and work closely with the Manager Information Technology, the Chief Architect, other ITSM Engineers and Business Customers.

Key Responsibilities

• IT Strategy and Planning: Develop and implement a comprehensive IT strategy that supports and drives the organization's overall business goals and objectives. 

• Electronic Medical Record (EMR) Process: Act as EMR coordinator overseeing and maintaining administrative medical record access process. The EMR coordinator plays an important role coordinating variety of hospital electronic medical record environments, serving as a resource for troubleshooting problems related to accessing medical records, and building relationships with hospital liasions.

• Transformation: Lead initiatives to modernize IT systems, adopt modern technologies and processes and integrate them into the business to foster innovation and improve operations. 

• Security: Ensure the security of the company's information assets, manage data accessibility, and develop protocols for data protection and privacy. 

• IT Budgeting and Management: Participate in the creation and management of the IT department's budget, control costs, and make recommendations for IT investments and resource allocation. 

• Team Leadership and Communication: Manage and develop the IT department's staff, fostering a culture of collaboration, accountability, and continuous learning. 

• Vendor Management: Manage relationships with technology vendors and service providers. Negotiate contracts and lead trouble shooting efforts.

• Risk Management: Identify and manage technological risks and ensure compliance with relevant regulations and guidelines.

Other

• Other Duties: Other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  All employees, at every level, are empowered and expected to be committed to participating in continuous process improvement.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Proven experience in a helpdesk or similar setting
• Business management experience
• Basic knowledge of computer applications and programs
• Extremely polished communicator with outstanding customer service skills, capable of addressing end-user concerns professionally and courteously
• Familiarity with ITIL practices, ITSM platforms, and networking concepts
• Relevant certifications, such as CompTIA A+, Network+, or CCNA, are a plus
• Excellent problem-solving and troubleshooting abilities

EDUCATION AND/OR EXPERIENCE:

Required: Bachelor’s degree, high school diploma or equivalent help desk experience in health-related field. Equivalent experience will be considered.

Preferred: Knowledge of help desk related activities, networks, ITSM, EMR platforms, SaaS and CaaS principles. 

ADDITIONAL REQUIREMENTS:

The ideal candidate should have a strong background in IT management, excellent leadership skills, and a strategic mindset to help navigate LiveOnNY’s technological needs.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret business needs and technical specifications.  Ability to respond to common inquiries or complaints, regulatory agencies, or members of the business community.  Ability to write simple communications and documents. Ability to effectively present information to co-workers, management, and Executive Leadership.

MATHEMATICAL SKILLS:

Ability to apply concepts such as addition, subtraction, fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY: 

Ability to define problems, collect data, establish facts, and draw valid conclusions. 

OTHER SKILLS AND ABILITIES:

A commitment to working in a culturally diverse organization and community. A commitment to quality, excellence, and strong performance improvement in support of both clinical and administrative goals is required. Requires an energetic and wholehearted approach toward building and maintaining relationships.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully

perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with

disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to:

Talk and hear
Stand and sit
Occasionally required to walk

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job in an office setting.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.  In support of IT needs, Day/Night/Weekend shifts, ensuring 24/7 operational support availability are needed.

This position is based at the corporate office. Work-From-Home (WFH) or Remote Work (RW) is not a default or assumed arrangement for this role. Any WFH or RW must be expressly authorized in accordance with LiveOnNY’s Work-From-Home and Remote Work Policy.

RISK EXPOSURE (IF ANY):

No risk exposure.

TRAVEL REQUIREMENTS (IF ANY):

Occasional travel may be required to attend events, conferences, and the like.