Service Desk Agent - HIT

Responds to requests for technical assistance in person, via phone, or electronically. Provides Operations & Maintenance (O&M) monitoring support, reports on issues and escalates to Subject Matter Experts (SMEs) appropriately. Serves as a SME for operational issues and is available for on-call support, as needed. Logs incidents/requests through the Montage Health IT service management ticketing system and manages/prioritizes workload. Provides first tier technical support using documented procedures and available tools in order to achieve first contact resolution. Utilizes troubleshooting techniques and tools to resolve help desk issues and follows guidelines in issuing service calls / contacts. Escalates problems when unable to make proper determination. Advises and educates customers within procedural guidelines to ensure a complete solution to their technical or service questions. Identifies and provides input on unique or recurring customer problems. Responds to inquiries pertaining to desktop issues, application software and/or hardware, user account security, communications, system policy guidance, laptops, software, printers, document scanners, handheld devises, network service outages/disruptions and enterprise server outages/disruptions. Follows up on cases and requests to completion. Ability to perform appropriate diagnostics to initiate problem management workflow process. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. Determines user requirements for PC hardware and software. Delivers consistently high levels of customer service. A limited degree of creativity and latitude is expected. Schedule flexibility is required.

Experience

A minimum of one (1) year of providing high volume of customer service. Experience with Microsoft Office Products (Word, Excel, Etc.). Experience with various Operating Systems. Ability to work with analysts, programmers, and hospital users to describe problems accurately and to receive and relay instructions on how to recover from software and system errors. Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly. Ability to multi-task, make independent judgments in solving problems and work as a team member. Self-motivated and ability to work on own initiative in a pressure environment. Must be a self-starter and an initiator of action. Excellent verbal and written communication skills.

Education/ Licensure/Certifications

Associates Degree in Computer Science or in a technical field with heavy emphasis on operating systems and computer hardware.  A combination of experience and educational background may be substituted for a degree.

Preferences

Bachelor’s degree in Computer Science. Familiarity with hospital application systems. Experience with installing and setting up Microsoft Windows Operating System.

Equal Opportunity Employer

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