{"id":1555005,"url":"https://alion.io/job/guthrie-technical-operations-coord-it-infrastructure-full-time-onsite","title":"Technical Operations Coord - IT Infrastructure - Full Time (onsite)","company":{"id":2033743,"name":"Guthrie","domain":"guthrie.org","url":"https://alion.io/company/guthrie-org","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":81,"open_postings":38,"ghost_share":0,"stale_share":0.974,"repost_share":0,"time_to_fill_p50_days":21,"computed_at":"2026-10-14T06:34:16Z"}},"role":"DevOps","role_family":"DevOps","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sayre, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":78000,"max_usd":173000,"period":"year","method":"role_country_seniority_unknown","sample_n":3941},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false},{"name":"SharePoint","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-08-11T20:16:43Z","employer_posted_date":"2026-08-11","last_verified_at":"2026-10-15T01:30:41Z","board_verified":true,"closed_at":null,"days_open":64,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":64},"description":"Summary:\nThe 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.\nExperience:\nPreferred three to five (3 to 5) years of experience in healthcare IT, clinical informatics or health system support environment.\nExperience working with an IT help desk, NOC or clinical support center environment.\nDemonstrated experience coordinating technical support issues across multiple teams and organizations including vendor management responsibilities.\nFamiliarity with desktop environments (Windows, remote desktop/VDI), application frameworks, and endpoint support concepts.\nUnderstanding of core IT functions: networking fundamentals, server/application dependencies, authentication systems, and incident/change management processes.\nProficiency with ITSM ticketing platforms (ServiceNow, Jira, or equivalent) and productivity tools (Microsoft 365, Teams, SharePoint).\nProficiency in Microsoft Windows operating systems.\nExcellent knowledge of computers and peripherals.\nStrong customer service orientation, good written and oral communication skills, self-motivated and directed. \nWorking knowledge of managing tickets, follow-up actions and close issues.\nAbility to work in a fast-paced environment, manage user expectations and potential risks. \nExperience with patch management software.\nBasic understanding of security technologies including firewalls and antivirus. \nBasic understanding of healthcare information systems (e.g., Epic, Cerner), cybersecurity and clinical operations.\nPrior experience delivering high availability systems in a 24/7 environment across geographically dispersed business units.\nExperience with resolving multiple issues simultaneously.\nEducation:\nBachelor’s degree in Information Technology, Computer Science, Healthcare Administration or related field strongly desired or an equivalent combination of education and experience.\nLicenses/Certifications:\nPreferred certifications include Microsoft Certified: Modern Desktop Administrator Associate, CompTIA A+.\nEssential Functions:\nServe as the primary point of contact for Pulse Center clinical and administrative staff reporting technical issues with Artisight and other modern nursing platform technologies.\nLog, categorize, and maintain a comprehensive issue registry across all problem types, impacted sites, and stakeholder organizations using ITSM/ticketing platforms.\nTriage incoming issues by clinical impact, assign severity levels, and escalate appropriately to ensure patient care continuity is never compromised.\nDrive remediation execution by tracking open items to closure, holding internal teams and external vendors accountable to SLAs and committed timelines.\nProactively identify recurring issue patterns, surface root causes, and document findings to support permanent resolution and prevent recurrence.\nManage day-to-day communication with Artisight vendor technical support teams, escalating through appropriate support tiers as warranted by issue severity or age.\nCoordinate with peer healthcare organizations using the same platform technologies to share intelligence on known issues, workarounds, and vendor responsiveness.\nFacilitate joint working sessions between Guthrie IT staff, clinical informatics, Pulse Center leadership, and vendor engineers to drive resolution of complex technical problems.\nMaintain vendor contact matrices, escalation paths, and support engagement histories.\nMaintain thorough, current documentation of all active issues, remediation steps taken, vendor commitments, and resolution outcomes.\nContribute to post-incident reviews and lessons-learned documentation following significant outages or patient care-impacting events.\nAssist in developing and maintaining runbooks, escalation procedures, and knowledge base content for common issue types.\nEnsure issue records are complete and accurate enough to support audits, vendor contract reviews, and after-action analysis.\nParticipates in on-call support rotation as specified by management. \nPeriodically performs quality analysis on work performed by team members.\nWillingness to travel between sites in the TGC Pennsylvania/New York regional footprint (Sayre, Towanda, Troy, Corning, Cortland, Binghamton, etc.)\nPromotes the use of TGC’s PMO methodology and standards to manage IT initiatives.\nDemonstrate 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.\nDemonstrates a commitment to excellence in Customer Service with all internal and external customers of TGC.\nPerforms related duties as assigned and unrelated duties as 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