Northern Arizona Healthcare
IT Service Center Help Desk Specialist 1
Northern Arizona Healthcare, Flagstaff, Arizona, United States, 86004
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. 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: Alabama, Arizona, Florida, Georgia, Idaho, Indiana, Kansas, Michigan, Missouri, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Virginia. Responsibilities
Operate with a thorough 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. Provide 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 the IT Service Center team to share knowledge, provide issue status, triage tickets to the correct teams, and more. Provide coaching and training on the use of various applications and software. Adapt to 24/7 demands of IT Service Center support, support shift gaps and overtime as needed, and identify opportunities to mitigate unnecessary overtime, in coordination with the IT Service Center Manager. Provision IT accounts in accordance with IT Security policies and procedures (new accounts, re-enabled and disabled accounts, transferring roles, and student accounts). Responsible for special functions and duties as directed by management. Communication
Demonstrate strong telephonic communication, using multi-line phone systems and orient toward an excellent customer experience every person, every time. Communicate clearly, reference tickets, and utilize on-call structure support in collaboration with all other tiers/teams and IT colleagues. Follow-up and track issues to resolution, sharing tips and tricks and potentially trending issues with the team. Respond to requests for technical assistance by phone, email, and within the IT ticketing platform. Serve as a liaison between customers and technical escalation teams; follow up on customer needs to ensure priority is addressed per expectations. Provide 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. Triages urgent/impactful issues affecting multiple colleagues or departments to IT Service Desk Manager during business hours and to IT Manager On-Call after hours, following Incident Management Guidelines. Share next steps and timelines with customers; engage in 2-way, respectful dialogue with customers and colleagues. Maintain a positive, respectful tone in all interactions and pursue a constructive approach to conflicts. Compliance & Safety
If required for the position, ensure all certifications and/or licenses are up-to-date and valid prior to expiration dates. Complete all company mandatory modules and required job-specific training within the specified time frame. Report safety-related incidents promptly via the Midas/RDE tool; attend safety training; perform work safely and monitor for safety issues for oneself and others. Maintain up-to-date knowledge of cybersecurity trends, developments, best practices, and regulatory changes. Report any safety-related IT incidents following Incident Management Guidelines, including escalation to IT Leadership. Prioritize safety and security issues, escalating and following up as appropriate. Understand and highlight IT Security policies that protect NAH’s systems, employees, and patients. Qualifications
Education High School Diploma or GED – REQUIRED 2-year degree in computer science or related field – PREFERRED Certification & Licensures CompTIA A+ certification – PREFERRED HDI certification – PREFERRED ITIL certification – PREFERRED Telephone Etiquette – Customer Service certification – PREFERRED Experience 1-2 years in a customer service-oriented environment – REQUIRED Experience using a Windows-based computer – REQUIRED 2 years of call center experience – PREFERRED 2 years of Information Technology experience – PREFERRED 1 year of experience with a ticketing platform – PREFERRED Healthcare environment familiarity and ability to navigate rapid technology changes in patient care settings.
#J-18808-Ljbffr
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. 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: Alabama, Arizona, Florida, Georgia, Idaho, Indiana, Kansas, Michigan, Missouri, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Virginia. Responsibilities
Operate with a thorough 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. Provide 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 the IT Service Center team to share knowledge, provide issue status, triage tickets to the correct teams, and more. Provide coaching and training on the use of various applications and software. Adapt to 24/7 demands of IT Service Center support, support shift gaps and overtime as needed, and identify opportunities to mitigate unnecessary overtime, in coordination with the IT Service Center Manager. Provision IT accounts in accordance with IT Security policies and procedures (new accounts, re-enabled and disabled accounts, transferring roles, and student accounts). Responsible for special functions and duties as directed by management. Communication
Demonstrate strong telephonic communication, using multi-line phone systems and orient toward an excellent customer experience every person, every time. Communicate clearly, reference tickets, and utilize on-call structure support in collaboration with all other tiers/teams and IT colleagues. Follow-up and track issues to resolution, sharing tips and tricks and potentially trending issues with the team. Respond to requests for technical assistance by phone, email, and within the IT ticketing platform. Serve as a liaison between customers and technical escalation teams; follow up on customer needs to ensure priority is addressed per expectations. Provide 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. Triages urgent/impactful issues affecting multiple colleagues or departments to IT Service Desk Manager during business hours and to IT Manager On-Call after hours, following Incident Management Guidelines. Share next steps and timelines with customers; engage in 2-way, respectful dialogue with customers and colleagues. Maintain a positive, respectful tone in all interactions and pursue a constructive approach to conflicts. Compliance & Safety
If required for the position, ensure all certifications and/or licenses are up-to-date and valid prior to expiration dates. Complete all company mandatory modules and required job-specific training within the specified time frame. Report safety-related incidents promptly via the Midas/RDE tool; attend safety training; perform work safely and monitor for safety issues for oneself and others. Maintain up-to-date knowledge of cybersecurity trends, developments, best practices, and regulatory changes. Report any safety-related IT incidents following Incident Management Guidelines, including escalation to IT Leadership. Prioritize safety and security issues, escalating and following up as appropriate. Understand and highlight IT Security policies that protect NAH’s systems, employees, and patients. Qualifications
Education High School Diploma or GED – REQUIRED 2-year degree in computer science or related field – PREFERRED Certification & Licensures CompTIA A+ certification – PREFERRED HDI certification – PREFERRED ITIL certification – PREFERRED Telephone Etiquette – Customer Service certification – PREFERRED Experience 1-2 years in a customer service-oriented environment – REQUIRED Experience using a Windows-based computer – REQUIRED 2 years of call center experience – PREFERRED 2 years of Information Technology experience – PREFERRED 1 year of experience with a ticketing platform – PREFERRED Healthcare environment familiarity and ability to navigate rapid technology changes in patient care settings.
#J-18808-Ljbffr