IT Specialist/Medical Office - Regional IT Support

Employment Type: Full Time

In-Office Position

Benefits: M/D/V, Life Ins., 401(k)

Norfolk, Virginia

Position Description: The IT Services Specialist serves as the primary onsite support for their assigned US Oncology Practices (IT, management, and staff) to provide support, solutions, and resources for the practices in The US Oncology Network. This role is key to the success of our organization by helping support the technology needs of the business to ensure that our physicians can provide the highest level of patient care.

The US Oncology Network is a thriving organization that fosters forward-thinking, advancement opportunities, and an inspired work environment. We continuously look for top talent who will continue to propel our organization in the right direction and celebrate new successes! Come join our team in the fight against cancer!

About US Oncology
The US Oncology Network is one of the nation’s largest networks of community-based oncology physicians dedicated to advancing cancer care in America. The US Oncology Network is supported by McKesson Corporation focused on empowering a vibrant and sustainable community patient care delivery system to advance the science, technology, and quality of care. For more information, visit www.usoncology.com. We extend an extremely competitive offering of benefits to employees, including Medical Health Care, Dental Care, Vision Plan, 401-K with a matching component, Life Insurance, Short-term and Long-term disability, and Wellness & Perks Programs.

Key Responsibilities
• Commitment to The US Oncology’s Cancer Care Values and McKesson’s iCare/iLead Values
• Maintains site computer equipment including, but not limited to, personal computers, servers, terminals and printers
• Provides support for a small to medium sized population of users across multiple sites in a medical practice
• Daily documentation in local ticketing system
• Performs installations, diagnostics, repairs and upgrades on workstations, servers and peripherals, not limited to but including hard drives, memory, and software installation
• Advocate for the practice’s best interest in front of McKesson Technology
• Find and deliver win-win solutions for The US Oncology practices and McKesson
• Promote standard solutions when they make sense to align with “Enterprise First”
• Promote trust and collaboration between McKesson and the Oncology Practices we service
• Identify opportunities within service areas and The US Oncology Network operations that lack efficient process and procedure and help to drive agreed upon, efficient steps and practices for teams and partners to follow that generate standard results
• Adherence to US Oncology’s code of ethics and compliance
• Manage and maintain Lights-On operations for all assigned practices and assist in these activities for the remainder of the network

Operations and Service Delivery Management
• Performs installations, diagnostics, repairs and upgrades on workstations, servers and peripherals, not limited to but including hard drives, memory, and software installation
• Report on key performance indicators and identify issues and trends occurring within the assigned oncology practices.
• Engage in regularly scheduled reviews of IT Services with assigned Customer Success IT Operations Manager and the larger Customer Success IT Operations Team
• Perform IT duties, daily on-site at oncology practice locations
• Provides technical advice for purchasing new computer equipment to IT and Practice Management, aligning with The US Oncology IT standards and business/application requirements.
• Monitors and maintains backups on a daily, monthly, and yearly rotation for local servers

Project Management
• Participate actively in oncology practice projects to ensure on time delivery, on budget and meeting scope and quality expectations.
• Assist with support for all aspects of project preparation and go-live, inclusive of transition to appropriate operational support teams and resources with appropriate documentation of processes.

Communications:
• Communicate with Customer Success IT Operations Manager, the local IT Management and Local Practice Management about outstanding issues and local projects in a consistent and concise, but informative basis
• Facilitate IT communications with users at the oncology practices to ensure that seamless communication occurs between all parties and partnerships.
• Serve as an escalation path for all oncology practice IT related concerns, problems, opportunities, and issues.
• Creates training documentation for end user use where needed
• Participate in communication via conference call with each oncology practice’s leadership and/or assigned Customer Success IT Operations Manager or as a larger group on an agreed-upon frequency. Utilize this meeting to review trends and open issues as well as communicate IT initiatives that are upcoming.
• Participate in a weekly or bi-weekly (depending upon practice size) check-in meeting with assigned Customer Success IT Operations Manager, individually or as a group. Utilize this meeting to identify issues and proactively manage escalations

Day to day support
• Provides local onsite support to all practice users including: Working with The US Oncology Service Desk on troubleshooting issues and/or reporting issues to The US Oncology Service Desk
• Coordinates with local vendors on the installation of IT equipment, internet and voice circuits
• Provide IT Leadership to manage and successfully resolve day to day operational issues at the respective practices or operational areas.
• Manages new user requests for access as well as termination of access in accordance with assigned Practice and US Oncology Company policy
• Maintains and configures local phone system, servers, and endpoints within the guidelines of assigned practices and US Oncology standards
• Ensure close communication and collaboration with the service desk to ensure that they have the information and required training to address service desk calls because of approved changes.
• Some evening, on-call and weekend work may be required

Financial Success
• Work closely with Oncology practice leadership and Regional Customer Success IT Operations Manager to assist in the development of appropriate budgets for each fiscal year from both a capital and operational costing perspective.
• Purchases standardized equipment from standard US Oncology Vendors using only authorized methods for acquisition/requisition. Items needing to be purchased outside of standards must have practice and IT operational team approval.
• Maintains asset records for local computer equipment, and follow US Oncology Standards and guidelines for disposal of equipment
• Work closely with local practice finance/leadership to ensure IT equipment being purchased is approved and within budget.
• Work closely with your assigned Customer Success IT Operations Manager to manage your travel schedule, overtime and associated costs. Exercise good judgment when making cost decisions for travel expenses. Apply sound financial judgment and consider costs when developing solutions for practice projects and initiatives.

Minimum Requirements:

High School Diploma or GED
3+ years specific systems experience

Critical Skills:
• 2 Year Associates/Technical Degree in MIS, IT, or related technical field required or equivalent work experience required
• Effective communication skills through multiple mediums (i.e. email, PowerPoint, Phone, and face to face), particularly, the ability to communicate with tact in difficult situations and communicate effectively to audiences that do not have an IT background
• Self-sufficient with effective skills in self-scheduling/prioritizing daily tasks/work with little oversight
• Hands on PC Troubleshooting/repair experience, required
• Experience implementing IT strategies in support of business requirements
• Valid Driver’s License and reliable form of transportation are required

Additional Knowledge/Skills
• Experience working in a healthcare related IT functional area, preferred
• Physician practice IT experience, preferred
• Exposure to a variety of project management methodologies, preferred
• ITIL4 Foundation certification, preferred
• CompTIA A + Certification, preferred
• Windows 10 + Desktop (MCSA) Certification, preferred
• Microsoft Office 365 support experience, preferred
• Windows Server OS Support Experience, preferred
• IP Telephony Experience, preferred

Working Conditions
• Daily work Environment – Medical Office, and Normal office environment potentially crossing multiple state lines. Valid US Driver's license required.
• Location - This is an onsite position requiring daily attendance (during regular business hours) to one of the employee’s assigned practice locations with travel between assigned sites during the business day required

Physical Requirements:

(Lifting, standing, etc.) – Normal office environment requirements
• Ability to lift/move up to 40lbs on a regular basis with lifting up-to 75lbs on occasion
• Some occasional stepstool and ladder work 12ft < required
• This is an onsite position requiring daily attendance (during regular business hours) to one of the employee’s assigned practice locations with travel between assigned sites during the business day required