IT Help Desk Specialist

Work Shift:

Capital Health is the region's leader in providing progressive, quality patient care with significant investments in our exceptional physicians, nurses and staff, as well as advance technology. Capital Health is a five-time Magnet-Recognized health system for nursing excellence and is comprised of 2 hospitals. Capital Health Medical Group is made up of more than 250 physicians and other providers who offer primary and specialty care, as well as hospital-based services, to patients throughout the region.

Position Overview:

“NOT A REMOTE POSITION” Serves as a customer advocate and provides efficient and effective Information Services solutions. Communicates issue updates in accordance with end user needs and established policy. Works as liaison between customers and organization. Maintains accurate help desk manuals, procedure manuals, policy manuals, and installation procedure manuals with the latest support information. Dispatches needed staff to resolve problems in an efficient and timely manner. Recognizes, researches, isolates, and resolves information system problems in response to phone inquiries received from internal users and notifies manager for higher level problems.

MINIMUM REQUIREMENTS

Education:

High school diploma or equivalent.

Experience:

Three years computer skills including knowledge of database/software/hardware/networking.

Other Credentials:

Knowledge and Skills:       

Troubleshooting skills; Technical Support Skills; Software Proficiency; Security Protocols

Special Training:

Mental, Behavioral and Emotional Abilities:

Clear and effective verbal and written communication; Active listening; Must be able to deal with stress effectively at work and as part of the team.

Usual Work Day:

8 Hours  

Reporting Relationships

Does this position formally supervise employees? No

ESSENTIAL FUNCTIONS

• Works as liaison between customers and organization. Serves as a customer advocate and provides efficient and effective IT solutions. Follows up on user calls to ensure proper and timely resolution of problems and measures the quality of user support. Assigns problem ticket and dispatches work order timely to appropriate staff for quick problem resolution if unable to immediately resolve problem by phone or remote software.
• Supports hardware, software and network issues. Interacts directly with IT support staff on a daily basis. Forms teams of support staff to accomplish tasks as needed. Provides first and second level phone support for all in-house and satellite location microcomputer systems.
• Keeps manager current on the status of all outstanding issues, outages and so forth. Communicates issue updates in accordance with end user needs and established policy.
• Attends departmental staff meetings to meet communication expectations of the customer.
• Monitors all network monitors, viewing stations, and remote monitors. Monitors and logs customer work requests from within the IT request portal.
• Maintains accurate help desk manuals, procedure manuals, policy manuals, and installation procedure manuals with the latest support information. Dispatches needed staff to resolve problems in an efficient and timely manner. Maintains up to date vendor contact list for technical support and maintenance and contacts vendors timely for support when needed.
• Recognizes, researches, isolates, and resolves information system problems in response to phone inquiries received from internal users and notifies manager for higher level problems.
• Demonstrates top performance and a passion for excellence. Meets and surpasses goals successfully. Holds self and others accountable for meeting results. Spends time on what is important and directs others to do so. Reallocates resources as priorities change. Identifies and prioritizes critical issues. Circumvents problems as they arise to maintain focus on issues.
• Creates and communicates clear and concise directions for staff and customers. Realizes possibilities and opportunities. Completes resolutions and needs of organization. Sets high standards and ambitious goals in an effort to provide superior quality and outstanding customer service. Fosters a culture in which staff take responsibility for meeting or exceeding established standards. Actively engages staff to contribute to departmental and organizational success.
• Motivates, challenges, coaches and provides feedback to others. Allows tasks and decisions to be made at the appropriate level giving staff the responsibility, authority, resources and guidance to accomplish goals with minimal assistance. Invites input and shares ownership and visibility. Performs other duties as assigned and adapts to department's changing needs.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

Frequent physical demands include:
Occasional physical demands include: Sitting , Standing , Walking , Climbing (e.g., stairs or ladders) , Carry objects , Push/Pull , Twisting , Bending , Reaching forward , Reaching overhead , Squat/kneel/crawl , Wrist position deviation , Pinching/fine motor activities , Keyboard use/repetitive motion , Taste or Smell , Talk or Hear
 

Continuous physical demands include:
Lifting Floor to Waist 10 lbs. Lifting Waist Level and Above 15 lbs.
Sensory Requirements include: Accurate Near Vision, Accurate Far Vision, Color Discrimination, Minimal Depth Perception, Minimal Hearing

Anticipated Occupational Exposure Risks Include the following: Airborne Communicable Disease , Extreme Temperatures , Uneven Surfaces or Elevations , Extreme Noise Levels , Dust/Particulate Matter

Offers are contingent upon successful completion of our onboarding process and pre-employment physical.  Capital Health will require all applicants (including contractors, travelers and consultants) to have an annual flu vaccine prior to start date, with the exception of individuals with medical and religious exemptions.