Works under the supervision of the Director of Information Systems. The Help Desk Specialist is responsible for operations of the Information Systems help desk services. Responsible for handling incoming Help Desk calls, opening call tickets, and overseeing all problem call ticket updates and closures. Develops and implements Help Desk support procedures. Responsible for supporting helpdesk software system and providing training to IS staff as required. Responsible for front line support on operating systems, basic MS products and fundamental printing support.
PRIMARY JOB DUTIES
Develops Help Desk methodologies, processes, and procedures.
Implements and maintains Help Desk software.
Provide Help Desk focused insights into developing and implementing services customer support. Cooperate in ongoing technical services support methods.
Communicate effectively with staff to troubleshoot problems and resolve them in a timely manner.
Responsible for routing and tracking all Help Desk problem call tickets.
Escalates help calls to the appropriate level for accurate and timely problem resolution.
Provides first level support/response/escalation for standard operating systems and core component software.
Responsible for maintaining user accounts, password resets, and assists in asset tracking.
Communicates notice of system interruptions or outages to customers, I.S. staff, and affected vendors.
Participates in the On Call schedule.
Complies with the hospital’s corporate compliance program including, but not limited to, the Code of Conduct, laws and regulations, and hospital policies and procedures.
Must be free from governmental sanctions involving health care and/or financial practices
Completes biweekly (or as requested by manager) productivity report detailing all activities completed and status of unfinished projects/requests.
Performs other duties as assigned.
Education: High school diploma or GED with an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired is necessary; additional vocational technical training related to help desk operations/network operations and technical support is preferred.
Experience: Two or more years experience as a help desk specialist, or computer operator. Additionally, should have at least one year experience in trouble shooting PC & printer hardware/software problems. A good working understanding of the network OS (Windows NT) is beneficial.
Essential Technical/Motor Skills: Ability to operate computers and peripheral equipment.
Interpersonal Skills: Must possess highly developed interpersonal communication skills. Communicates with a wide range of users and information systems technical staff.
Essential Physical Requirements: Requires sitting for long periods of time.
Essential Mental Abilities: Must have the capacity to deal with dynamic, often stressful work situations; Must have the skills necessary to manage multiple projects simultaneously (multi-tasking) in order to facilitate meeting project milestones.
Essential Sensory Requirements: Adequate vision, hearing and speech required to perform assigned duties.
Exposure to Hazards: OSHA CATEGORY III. TASKS THAT INVOLVE NO EXPOSURE TO BLOOD, BODY FLUIDS, OR TISSUES, AND CATEGORY I TASKS ARE NOT A CONDITION OF EMPLOYMENT. The normal work routine involves no exposure to blood, body fluids, or tissues (although situations can be imagined or hypothesized under which anyone, anywhere might encounter potential exposure to body fluids). Persons who perform these duties are not called upon as part of their employment to perform or assist in emergency medical care or first aid or to be potentially exposed in some other way. Tasks that involve handling of implements or utensils, use of public or shared bathroom facilities or telephones, and personal contacts such as handshaking are Category III Tasks.
Hours of Work: Forty (40) hours/week standard, five day shift; Based upon need, may be required to work extended hours or weekends during project implementations. Daily hours may be irregular dependent upon the assigned projects.
Attends required meetings 80% of time.
Completes Mandatory Education to include annual Patient Safety Fair