Technical Operations Coord - IT Infrastructure - Full Time (onsite)

Summary:

The Technical Operations Coordinator is responsible for supporting and troubleshooting technology across the virtual care platform, partner hospital environments, and The Guthrie Clinic’s (TGC) internal systems to ensure reliable, patient-impacting services. They are a member of the Guthrie IT Infrastructure team and serve as the operational bridge between the Pulse Center’s clinical and administrative staff, IT Infrastructure leadership, external vendors, and peer healthcare organizations. This role exists to ensure that technical issues affecting clinical nursing platforms are surfaced quickly, tracked with discipline, driven to resolution, and communicated clearly. The Technical Operations Coordinator is responsible for monitoring ticket queues and coordinating activities across the various teams to support critical healthcare operations.

Experience:

• Preferred three to five (3 to 5) years of experience in healthcare IT, clinical informatics or health system support environment.
• Experience working with an IT help desk, NOC or clinical support center environment.
• Demonstrated experience coordinating technical support issues across multiple teams and organizations including vendor management responsibilities.
• Familiarity with desktop environments (Windows, remote desktop/VDI), application frameworks, and endpoint support concepts.
• Understanding of core IT functions: networking fundamentals, server/application dependencies, authentication systems, and incident/change management processes.
• Proficiency with ITSM ticketing platforms (ServiceNow, Jira, or equivalent) and productivity tools (Microsoft 365, Teams, SharePoint).
• Proficiency in Microsoft Windows operating systems.
• Excellent knowledge of computers and peripherals.
• Strong customer service orientation, good written and oral communication skills, self-motivated and directed.
• Working knowledge of managing tickets, follow-up actions and close issues.
• Ability to work in a fast-paced environment, manage user expectations and potential risks.
• Experience with patch management software.
• Basic understanding of security technologies including firewalls and antivirus.
• Basic understanding of healthcare information systems (e.g., Epic, Cerner), cybersecurity and clinical operations.
• Prior experience delivering high availability systems in a 24/7 environment across geographically dispersed business units.
• Experience with resolving multiple issues simultaneously.

Education:

• Bachelor’s degree in Information Technology, Computer Science, Healthcare Administration or related field strongly desired or an equivalent combination of education and experience.

Licenses/Certifications:

• Preferred certifications include Microsoft Certified: Modern Desktop Administrator Associate, CompTIA A+.

Essential Functions:

• Serve as the primary point of contact for Pulse Center clinical and administrative staff reporting technical issues with Artisight and other modern nursing platform technologies.
• Log, categorize, and maintain a comprehensive issue registry across all problem types, impacted sites, and stakeholder organizations using ITSM/ticketing platforms.
• Triage incoming issues by clinical impact, assign severity levels, and escalate appropriately to ensure patient care continuity is never compromised.
• Drive remediation execution by tracking open items to closure, holding internal teams and external vendors accountable to SLAs and committed timelines.
• Proactively identify recurring issue patterns, surface root causes, and document findings to support permanent resolution and prevent recurrence.
• Manage day-to-day communication with Artisight vendor technical support teams, escalating through appropriate support tiers as warranted by issue severity or age.
• Coordinate with peer healthcare organizations using the same platform technologies to share intelligence on known issues, workarounds, and vendor responsiveness.
• Facilitate joint working sessions between Guthrie IT staff, clinical informatics, Pulse Center leadership, and vendor engineers to drive resolution of complex technical problems.
• Maintain vendor contact matrices, escalation paths, and support engagement histories.
• Maintain thorough, current documentation of all active issues, remediation steps taken, vendor commitments, and resolution outcomes.
• Contribute to post-incident reviews and lessons-learned documentation following significant outages or patient care-impacting events.
• Assist in developing and maintaining runbooks, escalation procedures, and knowledge base content for common issue types.
• Ensure issue records are complete and accurate enough to support audits, vendor contract reviews, and after-action analysis.
• Participates in on-call support rotation as specified by management.
• Periodically performs quality analysis on work performed by team members.
• Willingness to travel between sites in the TGC Pennsylvania/New York regional footprint (Sayre, Towanda, Troy, Corning, Cortland, Binghamton, etc.)
• Promotes the use of TGC’s PMO methodology and standards to manage IT initiatives.
• Demonstrate commitment to customer service by providing responsive and effective support, developing solid working relationships with customers and IT colleagues, and delivering high quality, value-added services that exceed customer expectations.
• Demonstrates a commitment to excellence in Customer Service with all internal and external customers of TGC.
• Performs related duties as assigned and unrelated duties as requested.