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Job Description Summary:

This position provides application, desktop and peripheral support troubleshooting issues via telephone and remote control technology. Acts as liaison between end users and HIT staff and vendors, monitoring tasks for expedient resolution.

Qualifications:

• Experience supporting Windows Operating Systems devices and applications and resolving common issues required.

• Possess a strong understanding of common software applications (ex. MS Office) required. Possess an understanding of healthcare information technology and common applications preferred.

• Previous experience in a customer service role required.

• Experience within a healthcare organization and familiarity with healthcare operations preferred.

• Preferred Certifications:

• A+

• MCP

• Microsoft Official Course.

• Excellent organizational skills, detail-oriented, a self-starter, possess critical thinking skills and be able to set priorities and function as part of a team as well as independently.

• Commitment to working in a team environment and maintaining confidentiality as needed.

• Excellent verbal and written communication skills including the ability to communicate effectively with various audiences.

• Excellent interpersonal skills with the ability to manage sensitive and confidential situations with tact, professionalism, and diplomacy.

Job Specific Duties:

• Provides end-user support via phone and remote control technology, ensuring that service is provided in compliance with the HIT service level agreement (SLA).

• Effectively tracks current issues, following through to a timely resolution. Monitors system functionality and resolves and/or reports problems and enhances functionality through process and reports. Documents processes as appropriate.

• Provides HIT Tier 1 services including, but not limited to; troubleshooting, training, reporting issues to HIT staff or vendors, and resolving system and application problems.

• Maintains familiarity with applications as they relate to the network, servers, and desktops.

• Participates in routine troubleshooting of applications and interface-related issues.

• Resolves and works Level 1 issues and tickets as needed to manage workload. Understands and participates in Level 2 issue resolution and support activities.

• Assumes ownership of outcomes from start to finish. Prioritizes tasks, working with multiple tasks using appropriate critical decision-making skills.

• Effectively works independently as well as in a team environment, toward common goals in support of HIT department goals and policies. Acts as liaison between end users and vendor providing Level 2 support, monitoring tasks for expedient resolution.

• Responsible for the overall user account administration process. This includes creation, termination, modification and ensuring overall access and information security related to system access.

• Supports application and system upgrade projects and initiatives. Supports change events, participates in upgrades from start to finish for appropriate applications, and assists with build and test activities related to upgrades as assigned.

• Responsible for technical decisions which impact HIT systems and solutions within scope of authority and proactively identifies problems and takes appropriate action to produce solutions or escalates per department protocol.

• Develops application user sign on and access appropriate to the job description.

• Works closely with other departments, outreach facilities, and other members of HIT to problem solve and improve services to end users.

The above essential functions are representative of major duties of positions in this job classification. Specific duties and responsibilities may vary based upon departmental needs. Other duties may be assigned similar to the above consistent with knowledge, skills and abilities required for the job. Not all of the duties may be assigned to a position.

Maintains regular and consistent attendance as scheduled by department leadership.

Shift:

Variable (United States of America)

Schedule Details:

Please know schedules and shifts are subject to change based on patient care and department/organizational needs.

Schedule:

Logan Health operates 24 hours per day, seven days per week. Schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.

Notice of Pre-Employment Screening Requirements

If you receive a job offer, please note all offers are contingent upon passing a pre-employment screening, which includes:

• Criminal background check

• Reference checks

• Drug Screening

• Health and Immunizations Screening

• Physical Demand Review/Screening

Equal Opportunity Employer

Logan Health is an Equal Opportunity Employer (EOE/AA/M-F/Vet/Disability). We encourage all qualified individuals to apply for employment. We do not discriminate against any applicant or employee based on protected veteran status, race, color, gender, sexual orientation, religion, national origin, age, disability or any other basis protected by applicable law. If you require accommodation to complete the application, testing or interview process, please notify Human Resources.

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