Division:Eskenazi Health

Sub-Division: Hospital

Req ID: 21213

Schedule: Full Time

Shift: Days

Eskenazi Health serves as the public hospital division of the Health & Hospital Corporation of Marion County. Physicians provide a comprehensive range of primary and specialty care services at the 327-bed hospital and outpatient facilities both on and off of the Eskenazi Health downtown campus as well as at 10 Eskenazi Health Center sites located throughout Indianapolis.

FLSA Status

Exempt

Job Role Summary

The Desktop Support Specialist I ensures the secure and efficient operation of the endpoint devices (PC's, laptops, scanners, barcode devices, printers, etc.) and associated equipment and infrastructure by receiving, documenting, imaging and deploying, while also actively participating in the resolution of end-user incidents and requests. This position strongly adheres to documented Standard Operating Procedures and associated policies, contributing to the successful accomplishment of the primary mission and continued success of Eskenazi Health. The Desktop Support Specialist I supports the Desktop Support Specialist II efforts to set and adhere to project deadlines and deliverables, test innovative solutions to solve organizational problems, and assist in root cause analysis and remediation efforts.

Essential Functions and Responsibilities

• Proactively contributes to Eskenazi Health's mission: Advocate, Care, Teach and Serve with special emphasis on the vulnerable population of Marion County; models Eskenazi Health values
• Participates in maintenance, monitoring and issue resolution of all endpoint devices within Eskenazi Health
• Investigates and resolves all endpoint issues and, when necessary, plans and/or recommends system or process changes based on information gained while resolving issue
• Employs latest technological resources to simplify and streamline their troubleshooting process
• Serves as a technical resource for department peers and aids in their efforts to resolve issues
• Creates and maintains all endpoint and related component support knowledge documentation for Eskenazi Health IS/IT
• Serves as primary technical resource and contact for all requested moves/adds/changes for endpoint hardware, software and related network infrastructure
• Maintains knowledge and skills, and self-educates on the key aspects of the job: customer service, Windows OS, hardware, and information related to the current endpoint builds, and the network infrastructure that relates to the above
• Participates in after-hours on-call rotation to ensure proper 7x24 operations with regard to endpoint architecture and application delivery
• Observes ITIL Framework and applies best practices for supporting endpoints and related resources including appropriate work routines, troubleshooting methods, incident prioritization, and knowledge documentation
• Ensures strict adherence to documented departmental Service Level Agreements (SLA) and Operational Level Agreements (OLA)
• Communicates with professionalism and assists other IS departments in planning and implementing new applications, software or hardware
• Provides direct customer service, on site when necessary, and coordinates proper escalation of any issues or problems which merit it
• Monitors ticketing system service orders to ensure expeditious customer resolution, with emphasis on quality, to be measured by reopened tickets
• Communicates with users as to the status of identified problems and resolution
• Maintains complete and accurate documentation of issue root cause and resolution process
• Instructs users in appropriate use and maintenance of equipment as appropriate, including observing institutional Information Security practices and guidelines
• Acts as an ambassador of the IS/IT department

Job Requirements

• Associate's degree in Computer Science or related field, or three years of varied/related experience in a hospital or large institution data processing environment may be accepted in lieu of educational requirements
• Relevant certifications/training for areas of technical responsibility (e.g. A /Net , MCSE/MCSA, CNE, PMI/PMP, etc.)
• Valid Indiana driver's license that meets the Eskenazi Health driving policy requirements

Accredited by The Joint Commission and named one of the nation’s 150 best places to work by Becker’s Hospital Review for four consecutive years and Forbes list of best places to work for women, and Forbes list of America’s best midsize employers’ Eskenazi Health’s programs have received national recognition while also offering new health care opportunities to the local community. As the sponsoring hospital for Indianapolis Emergency Medical Services, the city’s primary EMS provider, Eskenazi Health is also home to the first adult Level I trauma center in Indiana, the only verified adult burn center in Indiana, the first community mental health center in Indiana and the Eskenazi Health Center Primary Care – Center of Excellence in Women’s Health, just to name a few.