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:

IT Help Desk Specialist

This is a weekend position. Sat , sun, and mon – 12 hour shifts

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, research, 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 GED

Experience: Three years computer skills including knowledge of database and word processing software.

Special Training: Training in personal computer database and word processing.

Mental, Behavioral and Emotional Abilities:

Usual Work Day: 8 Hours  

ESSENTIAL FUNCTIONS

• Works as liaison between customers and organization. Serves as a customer advocate and provides efficient and effective Information Services 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 control software.

• Supports hardware, software and network issues. Interacts directly with IS 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 IS 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/Pul