Help Desk Support

Apply Description Job Summary:

Troubleshoot and provide technical assistance to support the needs of patient care providers and support staff by responding to phone calls, e-mails, and support tickets. Standards of Behavior William Newton Hospital's Standards of Behavior allow a mechanism for holding each employee accountable and encourages us to "raise the bar". All employees are expected to familiarize themselves with the Standards and practice them daily. i

• Integrity We act with unwavering moral principle, transparency, and sincerity in every interaction. P
• Patient-Centered We meet patients where they are, ensuring the are active participants in their care journey. We prioritize the patient's physical and emotional well-being over all else. A
• Accountability We own our actions. We set clear expectations and hold all team members to the same high standards. C
• Compassion We treat every patient, family member, and colleague with kindness, empathy, and dignity. E
• Excellence We approach every task, large or small, with enthusiasm.

We continually pursue mastery and best practices in our field.

Job Duties & Responsibilities:

Possesses the ability to deal tactfully with personnel, visitors, government agencies and general public. Possesses the ability to work harmoniously with all departments of the facility. Must have the ability to install hardware, software, and other peripheral devices for end users. Capable of employing systems analysis techniques and critical thinking to diagnose, test, and resolve problems related to computer operating systems, computer programs, and IT infrastructure. Proficient in documenting solutions during the troubleshooting and resolution process. Manual dexterity is required to operate machines quickly and accurately. Demonstrates knowledge of office procedures, maintains confidential materials, documents any system problems, and prioritizes daily workload. Identifies and resolves equipment, system, and user errors and problems upon notification. Demonstrates effective verbal and written communication. Completes support tickets in the time frame allotted. Maintains confidentiality and demonstrates ethical conduct as outlined by hospital policy. Communicates using effective sending and listening techniques so that information in written and verbal form is acknowledged as understood. Has knowledge of and complies with organizational policies and procedures. Able to move intermittently throughout the work day. Able to cope with the mental and emotional stress of the position. Able to relate to and work with all individuals within the facility. Experienced in computer hardware/software troubleshooting and repair.

Requirements Professional Requirements:

Adheres to dress code; appearance is neat and professional. Wears identification while on duty. Communicates the mission, vision, core values, ethics, and goals of the hospital as well as the focus statement of the department. Maintains regulatory requirements, including all state, federal, and CMS regulations. Maintains and ensures patient confidentiality at all times. Reports to work on time and as scheduled, completes work within designated time. Willingness to participate in weekly rotating on-call shift. Works at maintaining a good rapport and a cooperative working relationship with physicians, department, and staff. Represents the organization in a positive and professional manner. Complies with all organizational policies regarding ethical business practices.

Regulatory Requirements:

Degree in IT related field preferred. Experience and/or certifications may be accepted in lieu of a college degree. Healthcare experience preferred.