Support Desk Specialist Full Time

Job Summary :

This position is accountable for ensuring accurate and timely technology support and Tier 1 level issue resolution for internal customers. The Support Desk Specialist will interact with customers via phone or email to provide guidance and assistance as directed by customer needs and urgency. Resolve everyday requests and complex hardware and software issues working with Information Systems (IS) analysts and engineers as needed. Follows up on inquiries to ensure client satisfaction and works with direct supervisor to recommend processes to improve overall service delivery. Adheres to organizational values and standards.

Job Description

Essential Responsibilities :

Customer Service : Meets and exceeds customer expectations in responding to all service requests. Works within the guidelines and procedures established for the IS Support Desk. Works with all IS associates to deliver quality service. Reviews all assigned work orders on a daily basis. Identifies work order patterns that signal a major issue and escalates to the direct or appropriate IS Manager as needed.

First Call Resolution : Answer calls and respond to tickets within the defined and documented timeframe. Resolve as many requests over the phone as possible. Sets up user IDs for new HRH associates. Requests that cannot be resolved within a standard 15-minute window at first pass are delegated to analysts or engineers as appropriate for resolution. Work with IS team to prioritize escalate and dispatch calls as needed.

Problem Tracking Data Quality : Ensure data is entered into the ITSM software accurately and at the time the request is received. Maintain regular updates as needed and follow up with IS associates as needed for full work order resolution.

Continuous Improvement : Strives to improve customer service, identifies process improvement opportunities, and recommends solutions as appropriate. Participates in initiatives to address service issues.

Project Work : Provides support for initiatives such as a system go-live or upgrade as assigned by the Enterprise Project Management Office (EPMO) and / or IS management and in accordance with assigned schedules.

Technical Currency : Maintains industry, organizational, and departmental knowledge. Maintains appropriate certifications and seeks out peer mentoring from other IS associates.

Guest Relations : Exhibits excellent guest relations to patients, visitors, clinical providers and co-workers; shows courtesy, compassion and respect; conforms to the Hendricks Way. This position requires communication and interaction with co-workers, other departments and vendors.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the associate for this job. Duties, responsibilities and activities may change at any time with or without notice.

Patient Data Protection

The Support Desk Specialist may see confidential patient data and must follow HIPAA rules and regulations established by U.S. Department of Health and Human Services. The Support Desk Specialist along with the Director of Information Systems are responsible for confidentiality, integrity, and availability of patient data.

Education and Experience Required :

• Associate degree preferred
• 1-2 years of experience in a comparable role preferred.

Physical Demands :

Requires the physical ability to lift, push, or pull up to 20 pounds.

Long periods of time for : Sitting

Occasional periods of time for : Walking, Standing, Pivoting

Work Shift :

1st Shift (United States of America)

Scheduled Weekly Hours :

40