Help Desk Technician I

JOB SUMMARYPrimary 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.JOB SPECIFICATIONSEDUCATION: Associates degree in a related technical field or equivalent in computer certifications.EXPERIENCE: Minimum one (1) year experience working in an Information Services Help Desk environment.JOB KNOWLEDGE: Must demonstrate working knowledge of computer equipment capabilities.

Must possess intermediate computer skills including: Windows OS, Microsoft Office software, PC’s, scanners, and printers.

Must have general working knowledge of networks and systems and telephone systems as used by Memorial Healthcare

ESSENTIAL PHYSICAL REQUIREMENTS:Must be able to travel independently throughout the hospital, offices and work spaces including being able to access computer closets and confined areas such as beneath office furniture.

Able to sit for extended periods of time.

Able to lift and transport printers, PC’s, and other hardware up to fifty (50) pounds.

JOB RESPONSIBILITIESProvides 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 nature of the problem, area affected, assigning a priority, assigning a person, 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, and basic networking issues as required.

Provides basic systems support and troubleshooting for end users.

Updates the systems with the proper doctor / patient security requests.

If unable to correct the problem over the telephone, directs the call to the Help Desk Level II support or if appropriate, the systems or network analysts.

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 at least 10% of 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 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 as deemed appropriate.

Schedules and sets up Audio/Video hardware in Mitchell Auditorium conference rooms. Coordinates with Help Desk Level II for complex, main hospital and offsite set-ups.

Performs departmental functions including but not limited to: paper mail distribution, processing invoices and packing slips as needed.

Performs other related duties as required.

Demonstrates knowledge of and supports hospital mission, vision, value statements, standards, policies and procedures, operating instructions, confidentiality standards, code of ethical behavior, customer service standards, and the corporate compliance plan.