Help Desk Technician I

JOB SUMMARY

Under direct supervision of the Director of Information Services the Help Desk Technician serves as the primary person responsible for telephone and email support to users with both hardware and software issues. Facilitate prompt resolution of all support issues and questions. Direct customer problems to the proper Information Services (IS) staff to resolve problems efficiently. Follow up and communicate with customers to ensure closure and customer satisfaction. Strives for superior performance by consistently providing a product or service to leadership and staff that is recognized as ultimately contributing to the patient and family experience. Recognizes and demonstrates understanding of patient and family centered care.

PRIMARY JOB RESPONSIBILITIES

Provides excellent customer service within established timeline guidelines. Answers the help desk phone, logging calls in the Help Desk Ticketing system in a timely manner including such items as detailed description of the problem (including screenshots and diagnostic log captures), area affected, priority, steps taken to troubleshoot, escalation resource assignment, and resolution. Immediately supports users on problems related to the hospital computer systems, such as, user password and/or login issues, hardware problems, standard PC software, printer problems, cell phones, pagers, telephones, scanners, basic application/EMR issues, and basic networking issues as required. Provides systems support and troubleshooting for end users. Complete advanced user account creation and modification requests including Active Directory, EMR, and email access. Provide hands on field support to internal and external facilities. Updates systems with the proper doctor / patient security requests. If unable to correct the problem escalates support requests to the appropriate resource (including external vendors) with complete documentation of the issue and all steps taken to resolve it. Acts as onsite liaison for external vendors to aid in their resolution of issues. Maintains strict confidentiality related to all Memorial Healthcare data and information and as dictated by hospital standards, policies and procedures. Accesses Memorial Healthcare systems and information only as necessary to perform job duties. Measures the quality of Information Services user support by documenting follow-up on user calls to ensure proper and timely resolution of problems. Works directly with other Information Services staff as requested to support the installation and implementation of computer systems and equipment. Performs data entry functions within departmental guidelines. Handles packaging and paperwork for equipment returned to vendor or manufacturer for warranty work, repair, or return. Maintains an adequate and organized supply and updated inventory list of commonly used office supplies and replacement parts. Maintains clean and well organized work and inventory areas. Shares on-call duties with other individuals within information services acting as the first point of contact for after hours emergency calls. Schedules and sets up Audio/Video hardware in conference rooms. Performs departmental functions including but not limited to: ordering equipment, paper mail distribution, processing invoices, and disposal of packaging and equipment. Performs other related duties as required. Demonstrates knowledge of and supports hospital mission, vision, value statements, standards, policies and procedures, operating instructions, confidentiality statements, corporate compliance plan, customer service standards, and the code of ethical behavior.

DEPARTMENTAL AND ADDITIONAL JOB RESPONSIBILITIES

Other duties as assigned

JOB SPECIFICATIONS EDUCATION

Associates degree in a related technical field or equivalent in computer certifications.

EXPERIENCE

Experience building/maintaining/repairing computers and installing/supporting software.

Location:

Memorial Healthcare •

Information Services Schedule:

Full Time, Days, 0800