I.T.S.M. Administrator - FT - Days

Information Technology Edinburg, Texas


Position at DHR Health


Job Description:

I.T.S.M. Administrator




IS Service Desk Support Support

Reviewed by Senior Human Resources Business Partner:

(Date Reviewed)

Reports To:

Technology Support Manager

Approved by Director of Human Resources:

(Date Approved)



EMPLOYEE’S FULL NAME: ________________________


FLSA STATUS: Exempt Non-Exempt



Our mission is to improve the well-being of those we serve with a commitment to excellence: every patient, every encounter, every time.



Our vision is to create a world-class health system to advance medicine and increase access for the communities we serve by empowering caregivers to heal through compassion, knowledge, innovation, integrated care, and excellence.



The I.T. Service Management (I.T.S.M.) Administrator's role is to provide technical administration and support of the Matrix42 suite of applications (Digital Workspace Platform and Enterprise Service Management) that are used by I.T., as well as other departments within the organization. Responsibilities include, but are not limited to, rolling out and supporting the Service Desk, Service Catalog, Computer Management Data Base (C.M.D.B.), and Knowledge Base.


This individual will apply proven communication, analytical and problem-solving skills to help identify use cases to develop automation and orchestration between teams and departments, generate and compile reports, and provide end-user training.



  • An associates degree in a related technical discipline required
  • A bachelors degree in a related technical discipline preferred
  • I.T.I.L Foundation, I.A.I.T.A.M., or other technical certification(s) is a plus



  • Five (5) years of experience working in enterprise I.T. support role
  • Minimum of three (3) years of experience providing technical support and system administration.
  • Knowledge of I.T.I.L. best practices for service management
  • Skill in organizing resources and establishing priorities
  • Experience, and a desire, to work in a team-oriented, collaborative environment
  • Good written and verbal communication skills are required
  • Ability to construct clear written procedures
  • Strong computer skills required with knowledge of Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook in an Exchange environment
  • Experience with multiple desktop and mobile operating systems, including (but not limited to) Microsoft Windows 10, Apple macOS, Apple iOS, and Google Android, Raspbian, and Linux
  • Experience with Microsoft Active Directory objects, including user rights and permissions, organizational units, and groups
  • Experience configuring, modifying, diagnosing, and troubleshooting computer hardware
  • Understanding of TCP/IP, O.S.I. model, and subnetting
  • Experience with JAVA programming language (expressions)
  • Experience with HTML5 programming language
  • Experience with Microsoft PowerShell scripting
  • Experience with Microsoft Power B.I.
  • Experience with Microsoft SQL Server and SQL queries
  • Experience with SQL reporting services, including creating, modifying, and managing custom reports
  • Practical knowledge in importing data for use in report software, spreadsheets, graphs, and flow charts



  • Promotes the facility's mission, vision, and values by effectively communicating them to others. Considers Mission, Vision, and values in developing services, standards, and practices.
  • Deliver professional and excellent service to all levels of management and end-users across the organization
  • Demonstrate exceptional interpersonal skills, with a focus on listening and follow up questions
  • Present ideas in user-friendly language to non-technical staff and end-users
  • Utilize service management software to manage all requests, incidents, tasks, changes, and problems
  • Act as an escalation point for all requests and incidents. Advise management on situations that may require additional support or escalation
  • Troubleshoot and resolve complex issues independently or in collaboration with others.
  • Work directly with other I.S. support teams to ensure prompt resolution to problems and develop new services
  • Assist with developing junior team members
  • Develop and generate metrics, service statistics, and standardize reporting that drives improved customer experience and business outcomes weekly, monthly, or ad-hoc
  • Maintain and monitor hardware/software inventory database (C.M.D.B.) to ensure compliance.
  • Research solutions or information regarding technical issues
  • Performs stress and performance tests on a variety of computer hardware
  • Conducts performance monitoring, utilizing database management tools to evaluate and resolve performance problems
  • Perform system administration, including version upgrades, hotfixes, patches, technical configuration, and advanced troubleshooting
  • Perform customization by creating/modifying workflows, developing integration/interfaces, dialogues, and forms
  • Own the I.T.I.L. Service Management process for service level, knowledge, and service catalog management
  • Manage and evolve knowledge management to improve efficiency and effectiveness of problem identification and resolution
  • Build and maintain relationships with other I.S. teams to coordinate various I.T. functions and to obtain training material for support staff
  • Manage vendor relationships as they pertain to daily operational needs
  • Keep confidential all applicant, client, and verification and company proprietary information
  • Other duties as assigned
  • Some evening and weekend work will be required




  1. Technology Support Manager          2. Director, Service Desk Support



Provide excellent customer service to all D.H.R. customers. All employees must attend the D.H.R. C.A.R.E.S program, which outlines the Customer Service Principals, including Compassion, Accountability, Respect, Excellence through Knowledge and Safety & Social Conscience.



Employees must be able to demonstrate the knowledge and skills necessary to provide care appropriate to the age of the patients served in their assigned unit.  The individual must demonstrate knowledge of principles of growth and development over the life span and possess the ability to assess data reflective of the patient's status and interpret the appropriate information needed to identify each patient's requirement relative to their age.  




A.Essential Duties: Indicated by bold print within performance standards, preceding individually numbered criteria.


The following table provides physical requirements that will be associated with, but not limited to, this position:               

Light/moderate lifting up to 20 lbs, from the floor to shoulder height. 




Must be able to assist other employees with lifting more than 20 lbs.




Light/moderate carrying up to 20 lbs.




Straight pulling




Pulling hand over hand




Repeated bending




Reaching above shoulder


Climbing Stairs


Simple grasping


Climbing Ladders


Dual simultaneous grasping


Depth Perceptions needed


Ability to see


Identify Colors


Operating office equipment




Operating mechanical equipment




Ability to read and write


Ability to Count


Ability to hear verbal communication without aid


Operating Personal Vehicle


Ability to comprehend written/verbal communication


Other:  Ability to deal with stress


O.S.H.A. Category





B.Working Conditions:  The individual spends over 95% of their time in an air-conditioned environment with varying exposures to noise. There is protection from weather conditions but not necessarily from temperature changes.  The position has low exposure to malodorous, infectious body fluids from patients and minimal exposure to noxious smells from cleansing agents. 


C.Occupational Exposure:  This position has minimal to no exposure to blood, body fluids, or tissues and is an O.S.H.A. Category III (although situations can be imagined or hypothesized under which anyone, anywhere, might encounter potential exposure to body fluids).  A person who performs these duties is not called upon as part of their employment to perform or assist in emergency medical care or first aid or be potentially exposed in some other way.    



Intelligence: General learning ability:  The ability to "catch on" or understand instructions and underlying principles.  Ability to reason and make judgments. 3


Verbal: Ability to understand meanings of words and ideas associated with them and use them effectively.  To comprehend language, understand relationships between words, and understand the meanings of whole sentences and paragraphs. To present information or ideas clearly.  3


Numerical: Ability to perform arithmetic operations quickly and accurately.  2


Spatial: Ability to comprehend forms in space and understands relationships of plane and solid objects.  Frequently described as the ability to "visualize" objects or two or three dimensions, or to think visually of geometric forms.  2


Form Perception: Ability to perceive pertinent details and objects in pictorial or graphic material to make visual comparisons and discriminations and see slight differences in shapes and shadings of figures and widths and lengths of lines.   3


Clerical Perception: Ability to receive pertinent details and verbal or tabular material. To observe differences in copy, to proofread words and numbers, and to avoid perceptual errors in arithmetic computation. 2


Motor Coordination:  Ability to coordinate eyes and hands to fingers rapidly and accurately in making precise movements with speed. Ability to make a movement response accurately and quickly.               3


Finger Dexterity: Ability to move hands easily and skillfully.  To work with fingers in placing and turning motions.  3


Manual Dexterity: Ability to move hands easily and skillfully.  To work with hands in placing and turning motions.  3


Eye-Hand-Foot Coordination:Ability to move the hand and foot coordinately with each other in accordance with visual stimuli.  3


Color Discrimination:Ability to perceive and respond to similarities or differences in colors, shapes, or other values of the same or different color.  To identify a particular color or to recognize harmonious or contrasting color combinations or match color adequately.  3



I have read and reviewed my job description with my supervisor or designee and I understand the job I am expected to perform.


If applicable ____________ certification will be completed within _________ time frame of hire/transfer date.



Employee Signature:________________________________Date:____________________



Transfer/Hire Date Effective: ________________________.




The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. DHR leadership reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.