What are the responsibilities and job description for the IT Help Desk Technician position at Cardiovascular Institute South?
LOCATION IN ORGANIZATION:
The position is located in the CIS clinic and reports directly to the CIO for all matters, including job duties, performance evaluations, approval of leave, and other assignments as deemed necessary by the team leader, physicians, Office Managers, or Chief Executive Officer for the benefit of CIS.
NATURE OF DUTIES:
The primary duties of this position are to provide end-user support to employees of CIS.
Travel to other locations is required on a regular basis. Must be available to take calls after hours when the need arises.
SPECIFIC DUTIES:
- Provides application support and user training.
- Provides approved hardware support and installation.
- Provides network equipment and user LAN / WAN support.
- Manages the maintenance and repair of I.T. equipment.
- Assist in any current or new I.T. implementations.
- Completes assigned service calls in an efficient and timely manner.
- Logs and assigns case numbers for all service calls to provide daily work logs.
- Documents all service calls in a clear and concise manner.
- Assigns priorities to issues and maintains work schedules to meet project deadlines and assure maximum usage of equipment and time.
- Inventory computer equipment and catalog software to be in compliance with licensing requirements.
- Completes special projects and/or assignments as required by support staff or department operations.
- Travels to and from remote clinics where physical troubleshooting or replacement is required and remote support is not available or possible.
- Uses good judgment in decision making.
- Self directed in undertaking responsibilities.
OTHER DUTIES:
The Help Desk Specialist performs other related duties as assigned and serves in whatever other capacity deemed necessary for successful completion of the mission and goals of CIS and in concordance with its patient philosophy.
STANDARDS OF PERFORMANCE:
1. Keeps work area neat and organized. Reports safety issues to team leader immediately.
2. Works efficiently and manages time wisely. Assist other employees when all duties are complete.
3. Communicates any problems, difficulties or concerns regarding job duties to the team leader.
4. Performs all duties without significant error occurring with any regularity.
5. Meets all deadlines and timeframes for completion of assignments.
6. Represents CIS in a professional manner at all times. Demonstrates acceptable ability to interact with physicians, staff (“internal customers”) and “external customers” (patients, family members, insurance companies, home health etc.) on a professional level at all times. Exhibits good communication skills with physicians, patients, team leaders, and co-workers at all times.
7. Exhibits whenever possible a harmonious relationship with other CIS employees in order to accomplish the duties and responsibilities of the position. While perfect harmonious relationships with all employees is sometimes not achievable, not more than an occasional complaint should be received by the team leader about the incumbent of this position.
8. The employee shall work and relate cooperatively with all other employees (internal customers) of CIS to assure optimum care for the patients of CIS and to achieve standards of care set forth by the CIS medical staff.
9. Adheres to the CIS Compliance Plan as it pertains to the above specific job duties. Uses best efforts to maintain compliance by following the CIS Corporate Compliance Plan, attending CIS compliance education, following medical documentation guidelines, and communicating concerns regarding compliance issues.
10. Performs accurate and complete documentation in the patient’s medical record, when applicable. This includes documentation in both the paper record and the electronic medical record (EMR).
11. Work with the electronic medical record (EMR) staff to maintain quality and work towards future EMR development.
12. Maintains patient confidentiality according to the HIPAA standards of privacy and security.
QUALIFICATIONS FOR THE POSITION:
1. B.S. College degree preferred.
2. Experience preferred, but not required.
