Job Description

POSITION SUMMARY:

This position provides information services and end user technology support that consistently exceeds our customers' expectations and supports the corporate objectives of Health First. This position is a highly visible position to Health First associates and customers and serves as the front line of IT support by servicing end user device needs. This position requires flexibility for working shifts at various times of the day at different geographic locations with additional on-call and weekend responsibilities.

Engagement:

• High integrity and compatibility with Health First I-CARE Values
• Elicits trust from peers by demonstrating responsibility and dependability and with open honest communication.
• Exhibits a positive attitude in all duties.
• Has a nurturing attitude that is able to contribute to the attainment of high but realistic expectations.
• Contributes to a collaborative culture and positive work environment
• Is a high caliber team player.
• Actively participates in effective planning and decision making that positively affects departmental results and contributes towards the success of Health First.
• Innovative by displaying original thinking and creativity, where necessary.
• Establishes trust and credibility at all levels of the organization; cultivates relationships with peers and associates; comfortable working in a matrix model.
• Strong understanding of customer service operations.
• Always demonstrates a "service-first" philosophy.

PRIMARY ACCOUNTABILITIES

1. Maintains a high level of security in assigned areas of responsibility, abiding by established Health First policies and procedures.
2. Applies fundamental customer support techniques to ensure customer satisfaction.
3. Translates customer concerns and technical solutions in system/application issues in an understandable manner and educates customers on the Health First Standard Environment.
4. Builds new devices (PCs, laptops, tablets, etc.) to enterprise standards, and ensures all End User devices are secured to Information Security standards.
5. Participates in the deployment and troubleshooting of computer systems, mobile devices, patient entertainment systems, multimedia systems, pagers, medication carts, and applications related to core systems.
6. Maintains inventory of computer equipment/supplies as new or repaired hardware is received at each facility.
7. Creates and monitors Incident and Request tickets internally and with 3rd party contract support vendors within multiple incident ticketing systems.
8. Escalates calls to the 3rd level Support only after proper troubleshooting process have proven ineffective and the ticket is properly documented.
9. Prioritizes and assigns Support Center cases appropriately and provides customer support and service completion within the priority and case closure standards as agreed to in the departmental Service Level Agreement documentation.
10. Interacts with Physicians and Health Care Providers and assist them with Electronic Health Record primary and secondary applications, and other application issues as required.
11. Demonstrates cross functional collaborative teamwork.

Qualifications:

MINIMUM QUALIFICATIONS

Education: High school diploma or equivalent required.
Licensure: None
Certification: HDI Desktop Support Technician certification must be obtained within 180 days and maintained while in the role
Work Experience: One year of customer support experience
Knowledge/Skills/Abilities:

• Knowledge of Microsoft Office Applications and Windows Operating systems
• Demonstrated exceptional customer service skills and ability to relate to customers' needs and concerns
• Good oral, written, and interpersonal communication skills.
• Able to handle stressful and dynamic work situations while contributing to a positive team environment
• Able to positively and effectively resolve customer concerns in a professional manner
• Analytical and problem-solving abilities o Reliable transportation is required to travel to any Health First site to support customer needs, which may require securely transporting IT equipment in a privately owned vehicle.
• Ability to work shifts at various times of the day at different geographic locations with additional on-call and weekend responsibilities.

PREFERRED QUALIFICATIONS

Education: Associate degree or higher in related area
Licensure: None
Certification: No additional
Work Experience: Healthcare environment experience
Knowledge/Skills/Abilities: Working knowledge of Active Directory