Job Details
+ Experience in Information Systems (IS)
+ Experience in healthcare
+ Associates or Bachelors degree in IS, Business or Healthcare
+ Keyboarding proficiency
+ Basic knowledge of MS Word, Outlook and Excel or equivalent
+ Basic knowledge of Microsoft Windows
+ Familiarity with the command line interface
+ Basic knowledge and troubleshooting skills for laser jet, ink jet, and label printers, scanners, and fax machines
+ Basic knowledge and troubleshooting skills related to computer hardware and software
+ Basic knowledge and troubleshooting skills related to TCP/IP network connectivity issues
* Strong aptitude for problem solving and advanced troubleshooting techniques
* Basic knowledge of Apple hardware and Operating systems
* Basic knowledge of downtime operations
* IT Certifications
* Basic knowledge of hospital systems and operations
+ Ability to provide professional telephone skills with proper phone etiquette
+ Answer all calls promptly and within established guidelines to ensure a high level of service availability to the customer
+ Opens initial trouble ticket and accurately logs issue using current call logging system, using clear and concise problem descriptions.
+ Work efficiently and accurately to either resolve or triage the problem and set proper call priority and escalate to the proper support team for resolution following established procedures
+ May be required to alter work schedule in order to work during the weekend, evening or holiday
+ Takes initiative to stay abreast of changing PC technology, as well as enhancing knowledge of all Munson Healthcare systems to ensure first rate service to all Munson Healthcare customers
+ Ability to work independently
+ Prior experience working in a secure environment
POPULATIONS SERVED , COMPETENCIES, INCLUDING AGE OF PATIENTS SERVED - Supports the Mission, Vision and Values of Munson Healthcare .
- Embraces and supports the Performance Improvement philosophy of Munson Healthcare.
- Promotes personal and patient safety.
- Uses effective customer service/interpersonal skills at all times.
- Functional Knowledge
* Performs Help Desk functions including providing phone support, escalating calls, updating Help Desk status line, etc
* Provide first line support for all users of Munson Healthcare systems and services in a professional, customer focused manner
* Provides operational support of technology
* Provides concise, timely, and detailed written documentation of activities related to service requests
* Assists in maintaining technical documentation of department processes and procedures
* Monitors, troubleshoots, and resolves first level issues in a network environment using established procedures; Other issues are escalated to appropriate IS Team, Analysts, or on-call staff
* Monitors, troubleshoots, and resolves first level problems related to hardware, operating systems, applications, interfaces, and non-clinical processes in a multiplatform environment following documented procedures
* Documents hardware and software problems when they occur, contacts the appropriate IS team or analysts, and acts as a contact person throughout the resolution process
* Assists with installation or re-installation of PC software via remote control
* Performs pre-defined Help Desk functions during downtime procedures, including but not limited to providing phone support, escalating calls, relaying pertinent information to command center, and updating Help Desk status line
* Endeavour to meet the established first call resolution rate by increasing knowledge and proficiency with established systems
* Works to assure established Team Goals are met
* Provides production support and complete assignments from management or fellow team members
* Fulfills expectation of the team
* Provides help to the team to ensure common goals are achieved
* Willingly accepts tasks/assignments that challenge development/skill level
* Analyzes, plans, and completes work accurately and on time
* Demonstrates knowledge of job/assignment-related business functions
* Demonstrates knowledge of job/assignment-related applications that support the healthcare functions (i.e. Radnet and PACS are radiology applications)
Demonstrates knowledge of general IS operations, seeing how all the areas fit together (i.e. How does Ambulatory Applications interface with Clinical Applications) * Effectively seeks out those who can provide coaching in new job skills
* Asks questions to gain knowledge and seeks out training opportunities
* Demonstrates ability to find answers/develop skills, regardless of information source
* Actively seeks learning opportunities, within and/or outside of the organization
* Applies learned knowledge to the job
* Learns facilitation skills and applies them as a participant in team meetings
* Earns the trust of others
* Plans work with minimal guidance
* Readily accepts new responsibilities and has a good work ethic
* Works cooperatively within the team environment and with others across IS
* Understands the importance of personal accountability in a team environment
* Demonstrates ability to work on small teams that may involve other areas within IS and within the organization
* Communicates clearly and accurately about tasks assigned; readily seeks clarification
* Articulates progress on assigned tasks
* Utilizes all forms of communication in their basic form (email, voice mail, IM, etc )
* Demonstrates listening skills
* Responds to customer needs in a timely, appropriate and professional manner
* Develops and maintains knowledge of when to escalate issues
* Maintains regular communication on progress of issues