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.