"Alerted.org

SCHEDULE

FTE: 1.0

PRIMARY FUNCTIONS

Provides high-quality customer service to the client, responding to requests and issues accurately and promptly. The role helps to support and troubleshoot client applications including the use of software, desktop environment , or other hardware components. Work includes assistance with access requests, work order management, project management, and related software. Provides support to information technology technicians/analysts to ensure supported systems meet Waverly Health’s business requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES

+ Desktop Support:

+ Maintains and supports all information systems desktops to meet patient and business requirements. This includes desktop hardware, client software, and local operating systems within the organization’s information systems.

+ Maintains accurate documentation of inventory of desktop equipment, peripherals, hardware, and software.

+ Helpdesk Support:

+ Answers and responds to phone and electronic Helpdesk requests.

+ Collects the required information for requests and enters the information into the Helpdesk portal.

+ Provides first-tier problem resolution to Helpdesk requests with telephone interaction and/or workstation remote control.

+ Monitors all open Helpdesk requests to ensure a timely response, accurate documentation , and appropriate resolution for calls/requests.

+ Department Coordination

+ Coordinates IT needs for office relocations.

+ Assists with scheduling meetings/webinars for the IT Department.

+ Assists with the development and distribution of documents (i.e. correspondence, reports, minutes, policies).

+ Develops and document various reports and support documentation as directed.

+ Reviews and develops office procedures and policies and makes recommendations for revision

+ Helps to coordinate internal/external resources for projects/tasks .

+ Working with the department manager, maintaining department activity dashboard statistics

+ Security Support:

+ Responsible for entry of user access security requests, add/change/deletions, by requested completion date.

+ Information Systems Team Support:

+ Provides off-hour on-call support as scheduled.

+ Educates other information systems staff on existing desktop/helpdesk technology.

+ Serves as a backup to the other desktop/helpdesk technicians in Information Technology.

+ Adhere to and advocate for all information technology policies and procedures.

MINIMUM REQUIREMENTS

+ Education, Experience, and Training

+ Prefer an Associate's Degree in Computer Technology or related-field.

+ Must have well-developed analytical and organizational skills.

+ Must be able to prioritize and work in a fast-paced environment.

+ Must possess the ability to teach and train end-users.

+ Ability to learn and navigate computer systems including the online training modules, the employee timesheet and the performance appraisal system. Job specific systems are also required.

+ Must have strong written and oral communication skills.

+ Must be able to read, speak, and write fluent English.

+ Physical Requirements

+ Sitting – Not a requirement.

+ Standing – Approximately 50% of shift.

+ Walking – Approximately 50% of shift.

+ Lifting – Approximately 50 pounds.

+ Twisting – Infrequent.

+ Bending – Moderate.

+ Squat/Kneel – Approximately 25% of shift.

WORK ENVIRONMENT

+ May come in contact with hazardous chemicals or treatment modalities.

+ The possibility exists of exposure to communicable diseases due to working in a healthcare environment.

+ Involvement in patient care may result in unavoidable work-related illnesses.