Overview:
The IT Service Center Help Desk Specialist provides telephone support and resolution for issues reported in clinical and business systems and on Northern Arizona Healthcare issued devices. While telephonic support is the primary function, other modes of support include responding to self-service tickets within our Information Technology ticketing platform and responding to/addressing emails received to our group inbox. He/she provides timely technical support and troubleshooting for devices and systems. The IT Service Center Help Desk Specialist works with other team members to implement and provide system and technology support, system security, and preventative maintenance programs.
This position's work location is remote only.
NAH reserves the right to make hiring decisions based on applicants' state of residence if outside the state of Arizona. NAH currently hires for remote positions in the following states:
Operations
Utilize a through understanding of hospital inpatient/ acute care, clinic outpatient/ ambulatory, and business/financial settings and operations, providing support for the healthcare system and device product lines.
Proven enterprise hardware and software support experience, including operating and troubleshooting computers and peripheral equipment.
Independently diagnose and troubleshoot issues, providing technical, clinical, and business resolutions.
Collaborate with direct team unit (IT Service Center) in order to most effectively share knowledge and issue status', solve issues, assign triaged tickets to correct teams, and more.
Provide coaching/ training on the use of various applications and sofware. Adapt and adjust to 24/7 demands of IT Service Center support, supporting shift gaps and overtime as needed, as well as identifying opportunities to mitigate unnecessary overtime, working with the IT Service Center Manager.
Provision IT accounts in accordance with IT Security policies and procedures, to include new accounts, reenabled and disabled accounts, transferring roles, and students.
Responsible for special functions and duties as directed by management.
Communication
Demonstrate strong telephonic communication, using multi-line phone systems and orienting toward an amazing customer experience every person, every time.
Communicate clearly, referencing tickets and utilizing on-call structure support in collaborating with all other tiers/teams and IT colleagues.
Follow-up and track issues by resolution, communicating tips and tricks as well as potentially trending issues out to the team.
Respond to requests for technical assistance by phone, email, and within our Information Technology ticketing platform.
Act as a liaison between customers and technical escalation teams. Follows up on customer needs and issues as appropriate to ensure priority is being addressed per expectations. Keeps customers/patients informed about the status of pending actions and inquiries about customer /patient satisfaction with products or services, escalating an unresolved concern or situation needing service recovery, as appropriate.
Responsible for providing quality status updates to customers, technical teams, and other operational support areas to include Access Control/Security, Biomedical Engineering, Business Intelligence, Education, Engineering/Facilities, Environmental Services, and Human Resources.
Responsible for triaging issues of higher urgency/impact affecting multiple colleagues or department-wide issues to IT Service Desk Manager during business hours and to our IT Manager On-Call after business hours, following on-call schedules and escalating per Incident Management Guidelines expectations.
Share expectations with customers by communicating next steps and timelines. Compassionately and respectfully engage in 2-way dialogue with customers, fellow team members, and all other colleagues while respectfully listening to others, allowing them to share their information and perspective.
Implement a manage up and down approach, always speaking highly of others and sharing their good intentions in all interactions, setting the tone for an amazing experience.
Ability to resolve interpersonal conflict and miscommunications.
Compliance & Safety
If required for position, ensures all certifications and/or licenses are up-to-date and valid prior to expiration dates.
Completes all company mandatory modules and required job specific training in the specified time frame.
Responsible for reporting any safety related incident in a timely fashion through the Midas/RDE tool; attends all safety related training programs; performs work in a safe manner; monitors work environment for possible safety issues and ensures others are also performing work in a safe manner.
Responsible for maintaining up-to-date knowledge of cybersecurity trends, developments, best practices and regulatory changes.
Responsible for reporting any safety related IT incident/s following Incident Management Guidelines including escalation to IT Leadership.
Puts safety first - safety/security issues should always be treated with care, escalated, and followed-up on.
Understand and highlight IT Security policies that help to protect NAHs systems, employees, and patients at every opportunity.
Qualifications:Education
High School Diploma or GED - REQUIRED.
2 year degree in computer science or related field - PREFERRED.
Certification & Licensures
Comp TIA A+ certification - PREFERRED.
HDI certification - PREFERRED.
ITIL certification - PREFERRED.
Telephone Etiquette - Customer Service certification - PREFERRED.
Experience
1-2 years of experience in a customer service-oriented environment - REQUIRED.
Skill in using a Windows-based computer - REQUIRED.
2 years of call center experience - PREFERRED.
2 years of Information Technology experience - PREFERRED.
1 year of experience working with a ticketing platform for tracking and resolving needs - PREFERRED.
Healthcare is a rapidly changing environment and technology is integrated into almost all aspects of patient care. Computers and other electronic devices are utilized across the organization and throughout each department. Colleagues must have an understanding of computers and competence in using computers and basic software programs.
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