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You belong at Union!

The Specialist IT Helpdesk plays a key role in providing the highest quality of patient care while the patient is in Union Health.

Our IT department plays a pivotal role in implementing and maintaining technology solutions that optimize patient care and operational efficiency, offering an exciting opportunity for individuals passionate about driving innovation in healthcare and making a meaningful impact on the well-being of patients and staff. Join us as we provide compassionate service and high-quality care to the Wabash Valley Communities. We are committed to helping you find a role that recognizes your interests, expertise, and talent and helping you achieve your long-term career goals and aspirations. At Union, you’ll experience an inclusive environment in which you are empowered to be your best self every day.

In addition to competitive pay, Union co-workers enjoy:

+ Part-time and Full-time schedules

+ Comprehensive Benefits

+ Paid Time Off starting day one.

+ Tuition reimbursement up to $5,250 each year.

+ Career Paths

+ Success Sharing

+ 403b Retirement Employer Match.

+ Much More!

Be part of an organization that is dedicated to your work-life balance, career, growth, and development. Union Health, U Matter and U Belong.

How can we help? Call us at 812-238-7827 or email us at [email protected]

Specialist IT Helpdesk Details

Essential Job Duties:

+ 1. Supports end users calling the Helpdesk.

+ General awareness of computer systems, PC repair, and network management.

+ Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise.

+ Ability to deploy, configure, and support operating systems on desktop and mobile devices.

+ Understanding and appreciation for information security within systems and user devices

+ Strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks, stakeholders, budget, and time.

+ Serves as the first point of contact for customers seeking technical assistance.

+ Aids users in the operation and support of computer-based systems.

+ Assists users remotely or routes tickets appropriately.

+ Assists users via email, ticketing system, phone calls, and in person.

+ Creates Helpdesk tickets for Maintenance, Housekeeping, BioMed, Radiology, Clinical Informatics, as well as Information Systems departments.

+ Follows up with ticket holders that were unavailable to previous shifts.

+ Assists users with setup of new software as implemented.

+ Prepares documentation for internal use and for external users.

+ Answers general questions and assists with help outside of normal Helpdesk functions by directing callers to the appropriate personnel/department as needed.

+ Assists users in connecting to and using Hospital network resources – printers, peripherals.

+ Responds to user needs in a timely, accurate, and customer service-oriented manner.

+ Trains end users in the use of computers, peripherals, applications, etc.

+ Assists Access Management Specialist in training new employees as needed.

+ Assists Access Management Specialist in adding/removing access to employees as needed.

+ Assists Access Management Specialist in badge access implementation.

+ Creates shared network folder access for users as needed.

+ Maps network drives for users as needed.

+ Assists patients with their Patient Portal access.

+ Updates customers regarding status and information regarding their tickets; follows up with outstanding issues.

+ Identifies and suggests possible improvements on procedures.

+ Passes on any feedback and suggestions by customers to the appropriate internal team.

+ Proficient with several hospital systems.

+ Windows, Outlooks365, MS Teams, MS Office, Google Chrome, Adobe, Zoom

+ Okta, Citrix, Team Viewer, VNC, Boztech, Imprivata

+ Lawson, API, Performance Manager, SysAid

+ Cerner, Synapse, Spok Console, Spok Mobile, ACME, Call Pilot, Cisco Unity, Barracuda

+ Send Word Now, Vocera, Resource Sheduler, Centricity, Responder5

+ Implementation and support of devices.

+ Proficient with alpha, numeric, and in-house pagers.

+ Modifies/adds/cancels pager access for users.

+ iPhone and Android app assistance – Okta, email, Spok Mobile, etc.

+ Reports issues with devices to appropriate personnel if unable to assist directly.

+ Answering Service scheduling.

+ Works with Providers and Staff in establishing on-call procedures and schedules.

+ Inputs schedules to Spok system for implementation in Switchboard.

+ Modifies and makes changes to those schedules as needed.

+ Works with 200+ doctors and offices for answering service needs.

+ Performs system specification and acquisition functions for computers and supplies.

+ Determines end user computer specifications by discussing uses and requirements with the end user.

+ Forwards requests for added equipment to appropriate ordering staff as needed.

+ Troubleshoots and diagnoses system problems.

+ Works with vendors to troubleshoot and diagnose system hardware and software problems. Arranges for resolution of problems.

+ Applies hardware and software fixes and updates to computers and departmental systems as needed.

+ Assists Information Systems management.

+ Assists in gathering information for analysis.

+ Performs other job duties as assigned

Qualifications:

+ College graduate – Associates degree or equivalent education and experience in computers or business preferred.

+ Experience in installing, maintaining, troubleshooting, and using standard systems and software applications: MS Office Suite and Microsoft O365

+ Strong troubleshooting, analytical, and problem-solving skills.

+ Ability to work effectively and collaboratively as part of a team.

+ Excellent organizational skills.

+ Highly detail-oriented, strong document skills, and able to make connections between similar problems.

+ Experience with enterprise-level help desk ticketing systems; SysAid highly preferred.

+ An understanding of desktop/laptop security tools and applications.

+ Excellent communications and interpersonal skills, including the ability to build strong working relationships with end-users of diverse personalities and professional backgrounds.

+ A strong customer service focus.

+ The ability to work independently, self-motivate, and to manage multiple conflicting priorities simultaneously is essential.

+ Resourceful; ability to research hardware and software issues in a thorough manner.

+ Ability to follow up on open items and complete tasks in a timely manner including meeting deadlines along with anticipating and addressing problems/delays.

+ Flexibility in adjusting work schedule to accommodate priority needs, system downtime, and emergencies.

+ May be on call.

Please note that the salary information provided on the career site for this position opening may not necessarily reflect the accurate compensation associated with the role. We encourage candidates to inquire further and engage in direct communication with Union Health for comprehensive salary details.

As an EOE/AA employer, Union Hospital, Inc. will not discriminate in its employment practices due to an applicant's age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran or disability status.