Information Systems Help Desk Technician I - Full Time - Jennie Stuart Health : Job Details

Job DescriptionJSH Information Systems Help Desk Technician IJOB SUMMARYThis is technical services work involving the interpretation, analysis, documentation, and resolution of customer information system-related problems on a departmental basis. Work includes, performing routine technical hardware and software tasks, in support of Customer Assistance Technicians, and others within the Information Technology organization and providing basic assistance to users. Work is performed under direct supervision.FUNCTIONAL DEMANDSFLSA: Non-ExemptInclement Weather: Non-EssentialPhysical Demands: Regularly (R), Periodically (P), Essential (E) or Non-Essential (NE)Vision (Corrected/Normal): (R) Colored Vision: (R)Hearing (Corrected/Normal): (R) Sense of Touch: (R)Finger Dexerity: (R)Clear Oral Communication: (R) Pushing: (P)Lifting: (P)Lifting (Floor to Waist): (P) Lifting-12 to waist: (P) Lifting-Waist to Shoulders: (P) Lifting-Shoulder to Overhead: (P) Reaching Overhead: (P), (NE) Reaching Forward: (R)Carrying: (R) Standing: (R) Sitting: (R) Squatting: (P)Stooping: (P) Kneeling: (P) Walking: (R)Stairs (Ascending/Descending): (R) Turning (Head/Neck): (R) Repetitive Leg/Arm Movement: (R) Use of Foot or Hand Controls: (R) Stressful High Pressure: (R)JOB REQUIREMENTSMinimum EducationAssociates Degree preferred or one year of experience in an IT related role.Minimum Work ExperienceOne year combination of training, experience, and education providing a knowledge of personal computers and personal computer software operations; system monitoring and troubleshooting; computer problems analysis and resolution; and customer assistance and complaint resolution.Required Skills•Basic knowledge of computer systems, wide area networks, local area networks, personal computer hardware and software.•Basic knowledge of remote computer system support functions.•Knowledge of functions, organization, policies, procedures, and regulations of Information Services.•Knowledge of desktop automation software.•Ability to work efficiently and effectively in stressful environment.•Ability to communicate effectively orally and in writing.•Ability to establish and maintain effective working relationships.•Ability to work independently and think creatively.•Ability to exercise sound judgment.•Ability to organize, plan work, and manage time effectively.•Ability to review, analyze data, and reach logical conclusions.ORGANIZATIONAL EXPECTATIONSProvides a positive and professional representation of the organization.Promotes culture of safety for patients and employees through proper identification, reporting, documentation, and prevention.Maintains hospital standards for a clean and quiet patient environment to maintain a positive patient care experience.Maintains competency and knowledge of current standards of practice, trends, and developments in related scope of job role or practice.Adheres to infection-control policies and protocols, medication administration and storage procedures, and controlled substance regulations.Participates in ongoing quality improvement activities.Maintains compliance with organization's policies, as well as established practices, protocols, and procedures of the position, department, and applicable professional standards.Complies with organizational and regulatory policies for handling confidential patient information.Demonstrates excellent customer service through his/her attitude and actions, consistent with the standards contained in the Vision, Mission, and Values of the organization.Adheres to professional standards, hospital policies and procedures, federal, state, and local requirements, and TJC standards and/or standards from other accrediting bodies.NONESSENTIAL FUNCTIONSOther duties as assigned.ESSENTIAL FUNCTIONS•Receives tasks determined to be routine tasks involving system and equipment problems in order to provide support and assistance.•Diagnoses system and equipment failures/problems and corrects utilizing appropriate resources in order to ensure maximum system availability.•Presents technical information and advice clearly, completely, and concisely in order to ensure clear and uniform understanding by users.•Documents, analyzes, and categorizes inquiries and complaints in order to determine validity and decide most effective and efficient method of resolution.•Determines by working directly with Help Desk Technicians, or other experienced members of the organization when customer inquiries or complaints cannot be resolved at first contact level in order to ensure effective technical support is provided.•Compiles, records, and prepares reports on customer information system inquiries and complaints received and resolved in order to provide information for use by the Information Technology organization.•Takes calls and records service requests in order to expedite service problem resolutions.•Tracks and monitors all customer inquiries, complaints, and service requests assigned in order to ensure resolution in a timely manner.Copyright © 2023 HealthStream, Inc. All Rights Reserved.Build 13.01.28.895.1015 | AO:51062Required SkillsRequired Skills••Basic knowledge of computer systems, wide area networks, local area networks, personal computer hardware and software.•Basic knowledge of remote computer system support functions.•Knowledge of functions, organization, policies, procedures, and regulations of Information Services.•Knowledge of desktop automation software.•Ability to work efficiently and effectively in stressful environment.•Ability to communicate effectively orally and in writing.•Ability to establish and maintain effective working relationships.•Ability to work independently and think creatively.•Ability to exercise sound judgment.•Ability to organize, plan work, and manage time effectively.•Ability to review, analyze data, and reach logical conclusions.Required ExperienceMinimum Education: Associates Degree or 1 year of experience in an IT related role.Minimum Work Experience: One year combination of training, experience, and education providing a knowledge of personal computers and personal computer software operations; system monitoring and troubleshooting; computer problems analysis and resolution; and customer assistance and complaint resolution.