What are the responsibilities and job description for the 92000-6, Information Technology Help Desk Technician position at CAMBRIDGE MEMORIAL HOSPITAL, INC?
Essential Functions:
· Attention to Detail
o Provide support for all Information Technology products and services.
o Support may include answering questions, troubleshooting problems, teaching, or instructing customers regarding software or hardware functionality, and communicating policy.
o May involve troubleshooting printer issues and resolving difficulties with EHR systems.
· Dependability
o Regular and Reliable Attendance.
· Cooperation
o Will assist in new workstation setup, including computer repair and running of cables.
o Effectively, professionally, and respectfully represents other Information Technology staff members, teams, and their services to the client community.
· Independence
o Records required customer and problem information in the IT Helpdesk Ticket System.
o Updates tickets with appropriate journal entries of activities and closes tickets timely with resolution entered upon completion of the job.
o Resolves Level 1 work orders.
o Elevates complex and/or high priority problems to the appropriate support staff for resolution.
o Verifies that suggested solutions effectively resolve the users' problems through verbal, telephone, or email follow up.
· Initiative
o Plans, coordinates, and installs the hardware and peripherals for the facility’s network.
o Develops and implements maintenance system for hardware, software, printers, and peripherals.
o Research new technologies by attending seminars, reading trade articles, or taking classes, and implement or recommend the implementation of new technologies.
o Exhibits excellent customer service, high energy level, detail oriented, ability to learn and support new and fast-changing technologies.
· Adaptability/Flexibility
o Works on IT projects as assigned by supervisor
· Persistence
o Determines the most effective manner to resolve client's technical issue.
o Engages in research and in-depth troubleshooting to resolve technical issues.
o Consults with other staff when necessary.
· Compliance
o Promotes and adheres to the provisions of the compliance program.
o Communicates the mission, ethics, and goals of the facility.
o Complies with all organizational policies regarding ethical business practices.
o Promotes and adheres to the TVHS core values and Standards of Behavior.
