SCHEDULE FTE: 1.0 PRIMARY FUNCTIONS Provides high-quality customer service to the client, responding to requests and issues accurately and promptly. The role helps to support and troubleshoot client applications including the use of software, desktop environment , or other hardware components. Work includes assistance with access requests, work order management, project management, and related software. Provides support to information technology technicians/analysts to ensure supported systems meet Waverly Health’s business requirements. ESSENTIAL DUTIES AND RESPONSIBILITIES + Desktop Support: + Maintains and supports all information systems desktops to meet patient and business requirements. This includes desktop hardware, client software, and local operating systems within the organization’s information systems. + Maintains accurate documentation of inventory of desktop equipment, peripherals, hardware, and software. + Helpdesk Support: + Answers and responds to phone and electronic Helpdesk requests. + Collects the required information for requests and enters the information into the Helpdesk portal. + Provides first-tier problem resolution to Helpdesk requests with telephone interaction and/or workstation remote control. + Monitors all open Helpdesk requests to ensure a timely response, accurate documentation , and appropriate resolution for calls/requests. + Department Coordination + Coordinates IT needs for office relocations. + Assists with scheduling meetings/webinars for the IT Department. + Assists with the development and distribution of documents (i.e. correspondence, reports, minutes, policies). + Develops and document various reports and support documentation as directed. + Reviews and develops office procedures and policies and makes recommendations for revision + Helps to coordinate internal/external resources for projects/tasks . + Working with the department manager, maintaining department activity dashboard statistics + Security Support: + Responsible for entry of user access security requests, add/change/deletions, by requested completion date. + Information Systems Team Support: + Provides off-hour on-call support as scheduled. + Educates other information systems staff on existing desktop/helpdesk technology. + Serves as a backup to the other desktop/helpdesk technicians in Information Technology. + Adhere to and advocate for all information technology policies and procedures. MINIMUM REQUIREMENTS + Education, Experience, and Training + Prefer an Associate's Degree in Computer Technology or related-field. + Must have well-developed analytical and organizational skills. + Must be able to prioritize and work in a fast-paced environment. + Must possess the ability to teach and train end-users. + Ability to learn and navigate computer systems including the online training modules, the employee timesheet and the performance appraisal system. Job specific systems are also required. + Must have strong written and oral communication skills. + Must be able to read, speak, and write fluent English. + Physical Requirements + Sitting – Not a requirement. + Standing – Approximately 50% of shift. + Walking – Approximately 50% of shift. + Lifting – Approximately 50 pounds. + Twisting – Infrequent. + Bending – Moderate. + Squat/Kneel – Approximately 25% of shift. WORK ENVIRONMENT + May come in contact with hazardous chemicals or treatment modalities. + The possibility exists of exposure to communicable diseases due to working in a healthcare environment. + Involvement in patient care may result in unavoidable work-related illnesses.