IT SERVICE COORDINATOR

Description

Job Summary:

Administer the IT help Desk service to ensure that end users receive the appropriate levels of assistance, including monitoring and coordination of Help Desk functions, and providing in-person, hands-on support to end users at the desktop level. Carry out procurement and asset management strategies. Coordinates management of IT support and licensing contracts. Administers the assignment, relinquishment, and maintenance of user access to the EMR application.

Key Responsibilities:

• Manages the processing of incoming calls to the Help Desk via telephone, e-mail, and in person referrals, to ensure courteous, timely, and effective resolution of end users' issues.
• Establish Problem resolution expectations and timeframes with end users. Escalate referrals as necessary.
• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Monitor and test fixes to ensure problems have been adequately resolved.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the internet to aid in problem resolution.
• Track and analyze trends in Help Desk requests and generate statistical reports.
• Develops help sheets, usage guides and FAQ lists for end users.
• Creates appropriate levels of access within OH EMR systems, obtains and files required signatures, and distributes to users.
• Coordinates with HR and applicable department managers to ensure all access requests are received and completed prior to employee new hire orientation.
• Updates and removes access as directed.
• Meets with department managers/directors to develop and document standardized access levels per each job in each department.
• Maintains records of all access requests.
• Track and maintain copies of software licenses, warranties, maintenance agreements, and vendor contracts.
• Maintain cordial working relationship with vendors. Identify opportunities for maximization of purchasing power.
• Make recommendations of equipment or software that supports the OHC’s business goals.
• Track the sign-out/sign-in of mobile assets such as laptops, PDAs, and other devices.
• Effectively communicate asset management strategies to team members, department managers, and administration.
• Contributes to process and procedure development within the information Systems department.
• Works with the marketing director to update the employee user directory.
• Performs other related duties as assigned

Qualifications

Education:

• High school diploma or equivalent

Professional Skills and Abilities:

• Strong organizational skills, phone etiquette, use of Microsoft office products, willingness to learn/adapt to new products and applications. The ability to work as a team within and outside departments.

Physical Requirements: Lift capacity of 15 pounds.

Salary : $16 - $21