Support Desk Specialist

J  o  b    D  e  s  c  r  i  p  t  i  o  n

          Joy                         Care                      Competence                    Respect

Position Summary

The Support Desk Specialist provides first tier support for colleagues and patients for all IT related items via multiple channels for break/fix issues, inquiries, or requests.  Provides IT system optimization, documentation and communication with colleagues and patients to resolve basic technical support issues.

High School Diploma or equivalent is required.

Associates degree in Computer Science or related field is preferred.

1 year of customer service, healthcare or information technology is preferred.

1 year of experience with Active Directory, VMWare, Epic and/or ServiceNow is preferred.

N/A

Demonstrated knowledge of hardware, networking, and software applications.

Demonstrated knowledge of troubleshooting methodology and documentation skills.

Possesses strong oral and written communication skills and demonstrates customer service focus.

Possesses strong technical aptitude and demonstrates analytic and problem-solving skills.

Understanding of organizational dynamics and the ability to work independently, support teams or project team.

Possesses the ability to think critically and apply knowledge to new or unknown situations.

Provides professional support to colleagues via multiple channels (telephone, email, self-service, fax, voice mail or chat).

Identifies and escalates issues by priority following the Service Level Agreement.

Takes ownership of support issues and is proactive when encountering new or different situations.

Provides accurate information of all work performed and other support information in ServiceNow.

Works closely with team as well as other IT support teams, builds positive relationships to improve support processes.

Communicates basic support information to end users in an understandable manner.

Identifies opportunities for improvement or changes to processes or procedures.

Adds support documentation to appropriate knowledge bases.

Provides support for patient use of MyChart via telephone or email.

Possess the information, skill, and understanding of the work to be performed.  Actively participates in continuing education opportunities and maintains certifications, licensure as appropriate.

Abides by all safety requirements including demonstrating proper hand hygiene and wearing of Personal Protective Equipment (PPE), if applicable. 

Complies with all standards, policies and procedures including dress code, attendance and punctuality.  Attends required in-services and meetings and completes all mandatory competencies by deadline. Commits to keeping all patient, student or colleague information confidential and maintains ongoing communication and collaboration with team members. 

The purpose of this job description is to provide a summary of the major responsibilities performed by colleagues in this position. Colleagues may be requested to perform tasks other than those specifically presented in this job description.  Variances in job duties performed may exist between facilities, and colleagues may perform other related duties as assigned to meet the needs of the organization.

PHYSICAL, MENTAL AND ENVIRONMENTAL REQUIREMENTS

Physical, Mental and Environmental Requirements Category:

Support Services

Standing

X

Walking

X

Sitting

X

Lifting

X

50 lbs.

Carrying

X

50 lbs.

Pushing

X

50 lbs.

Pulling

X

50 lbs.

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Use of Hands/Dexterity

X

Talking

X

Hearing

X

Eye/Hand/Foot Coordination

X

Extreme Cold

X

Positions in this category may experience any of

these conditions in his/her work environment.

Extreme Heat

X

Positions in this category may experience any of

these conditions in his/her work environment.

Humid

X

Positions in this category may experience any of

these conditions in his/her work environment.

Wet

X

Positions in this category may experience any of

these conditions in his/her work environment.

Noise

X

Positions in this category may experience any of

these conditions in his/her work environment.

Hazards

X

Positions in this category may experience any of

these conditions in his/her work environment.

Temperature Change

X

Positions in this category may experience any of

these conditions in his/her work environment.

Atmospheric Conditions

X

Positions in this category may experience any of

these conditions in his/her work environment.

Vibration

X

Positions in this category may experience any of

these conditions in his/her work environment.

Other

Positions in this category may experience any of

these conditions in his/her work environment.