Welcome to the Starter Guide!

This guide is meant to introduce new employees to the inner-workings of what we do and our hospital.

It will be divided into numerous sections.

1. What is Expected of You

2. Tools of the Trade

3. On-Call Days

4. Hardware Days

5. What is Cerner/Citrix?

You reading this.

1. What is Expected of You

Harvey, you put something here...

2. Tools of the Trade

The tools you will be using are:

• Dameware (for remoting in)

• TeamViewer (for remoting in WFH)

• Citrix Director (for closing sessions)

• Active Directory (for accounts and PCs)

• Microsoft Intune/Azure (Bitlocker and inventory)

• KACE (inventory)

• Notetaking software(when starting out, PLEASE note everything. Also good for noting callback numbers)

  • I personally use Obsidian as it's easier to format, but Notepad or OneNote work too.

3. On-Call Days

A normal day at MH IT is pretty simple. Roughly 85% of your calls will be either unlocking an account, doing something with Citrix, or installing a printer. Most of these mundane tasks will be in the Basic Tasks directory.

Depending on where you are stationed, you may find it easier to go see an issue in person. The most successful way of finishing calls (and avoiding a ticket) is understanding how our PCs are put together and being able to walk users through things. Treat these people like they have no idea what you are talking about, because 99% of the time, they don't.

The whole goal of on-call is to KEEP us from going in person. Do everything you can remotely before making a ticket UNTIL it is something that obviously needs to be seen in person.

If for some reason you are struggling, ask a coworker or call Billie or James about the issue.

4. Hardware Days

You will either love or hate your hardware day as it's field work and break from calls. These days mostly include reimages, device installs, and in-person issues. Typically, you will want to get 5-6 tickets done per day. It's okay if you don't always hit this as sometimes things take longer than expected.

While in the field if someone tries to drag you away to do something not on the ticket ask yourself the following:

1. Is this related to my ticket?

2. Is this quick and easy?

3. Is this of the utmost importance?

If you said yes to any of these, then do it. Otherwise, tell them to put a ticket in or email us. Remember, most things can be done remotely.

5. What is Cerner/Citrix?

The difference between Cerner and Citrix is a little confusing starting out because they work hand-in-hand.

• Cerner is an electronic health record (EHR) software by Oracle Health. It is access through a portal and has many different applications such as RevenueCycle and PowerChart.

• Citrix Workspace is a virtualization software (kind of like VirtualBox or VMware) that Cerner uses to launch it's applications via a .ica file.
  
  

Depending on the day, these two together may or may not be the bane of your existence. A LOT of issues are because of random things in Cerner/Citrix.