What are the responsibilities and job description for the HELP DESK SPECIALIST | INFORMATION SYSTEMS position at MEDICAL WEST HOSPITAL AUTHORITY?
Summary:
Help Desk Specialists are the first line of contact with other departments for a wide range of technical and software or application issues. They provide technical support, respond to questions, troubleshoot issues, monitor systems and maintain daily operations procedures for various systems including the EMR (electronic medical record) system.
Nature and Scope of Job Description:
The duties and responsibilities of this job description have been developed in conjunction with and support of the hospital’s mission, vision statements, and facility scope of services.
This job description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor(s).
Supervisory Responsibilities:
None
Qualifications:
To perform this job successfully, an individual must be able to perform responsibilities satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Associate or bachelor’s degree in information technology, computer science or related field preferred.
- One year minimum experience in support roles
- Skills certifications preferred, i.e. CompTIA , ITIL, and Microsoft
- Proficiency in English; including ability to speak clearly, and compose professional, grammatically correct, written communication
Skills:
- Technology skills
- knowledge of end-user devices such as computer hardware, mobile devices, and printers
- basic conceptual understanding of network systems and operations
- ability to achieve proficiency in software systems used by Information Systems staff for
- systems monitoring
- remote control
- user access management
- service ticket management
- procedural documentation management
- Ability to record accurate details by using a methodical and pertinent line of questioning to gather data about the issue. This requires enough understanding of systems to:
- meet the caller where they are on their level of understanding
- be able to reframe questions in a way the user will understand or for clarification of the response
- know what questions to ask next, based on already answered questions
- recognize when the caller’s response to a question indicates they don’t understand the question, or are mis-understanding the question
- Understanding of how to run diagnostic tools to analyze the situation
- Positive and professional attitude
- Strong verbal and written communication skills including:
- proficiency in English
- adapting communication style to the intended audience, especially non-technical users
- articulating messaging clearly and concisely, verbally and written
- exercising active listening skills
- using interpersonal communication skills to build strong working relationships
Responsibilities:
- Respond promptly to, and follow up on, requests for support, including phone calls, electronic, or in-person requests
- Document all support activities, solutions, and user interactions accurately in the service ticket management system.
- Collaborate with IT team members to escalate unresolved issues
- Perform operations and system maintenance procedures as defined on the Help Desk Operations Log
- Monitor systems for errors and deviation from normal functioning
- Act as a liaison between Information Systems and user departments
- Support the use of service ticket software, escalating and assigning tickets to the appropriate team when necessary for resolution
- Use opportunities to educate end users on identifying and avoiding cybersecurity threats and tactics
- Report suspected cybersecurity threats and breaches to the Security Officer immediately
- Pass on any feedback or suggestions from customers to the appropriate team
- Identify and suggest possible improvements to procedures, processes, and workflows
- Continuously improve proficiency and knowledge
- Adhere strictly to HIPAA and hospital privacy and confidentiality policies
- Maintain professional appearance in accordance with hospital and departmental dress codes
- Maintain satisfactory attendance in accordance with hospital and departmental attendance policies
- Perform other duties as assigned
Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties and responsibilities of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the duties and responsibilities.
While performing the duties and responsibilities of this job, the employee is regularly required to talk, see, and hear. This job sometimes requires sitting for long periods of time and sometimes requires standing, walking, bending, kneeling, stooping, and crouching. The employee may need to lift and/or move items up to 20 pounds.