Help Desk Specialist

The Help Desk Specialist is a Full Time, Regular position working Monday-Friday, 8am to 5pm PST at Inland Imaging Tri-Cities in Kennewick, WA. This position will have occasional on call or after hours work.

Summary: As the initial phone contact for clients, help desk employee collects detailed information and prioritizes service requests in order to determine resolution or a method of escalation.

General Description: The Help Desk Specialist must be able to work effectively and efficiently to identify and resolve multiple high priority issues in a fast-paced office environment with constant interruptions and continual deadlines. This position must demonstrate professionalism to the client in order to positively affect customer’s impression of our support. This position must have excellent organizational skills, a sense of urgency, the ability to make good decisions, and the skills needed to effectively prioritize tasks.

Essential Duties / Responsibilities:

• Responds promptly to all customer requests via phone, email, instant messaging, and walk ups.
• Practices effective troubleshooting, information capturing, triaging and escalation of all issues.
• Supports all general I.T. hardware and software in a large enterprise environment.
• Supports a wide array of high specialized radiology specific applications and infrastructure; Picture Archiving Systems (PACS), Radiology Information Systems (RIS), voice recognition software, and HL7 interfaces.
• Maintains understanding of HealthCare integration standards such as HL7, DICOM, and XML.
• Maintains knowledge of IT standards as they relate to RIS and PACS architecture.
• Demonstrates application functionality and workflow to appropriate personnel.
• Contributes to system maintenance and technical documentation to ensure knowledge sharing.
• Monitors for trends in clinical applications issues to ensure systems are running optimally.
• Develops and maintain fundamental knowledge of clinical applications functionality and workflow.
• Provides remote support for project and application deployments.
• Collaborates with the Healthcare Solutions Team to ensure the overall success of upgrades.
• Proactively monitors and acts upon automated system alerts.
• Invests time with Junior Help Desk positions for training and mentoring.
• Other duties as assigned.

Occasional regional travel, weekend work and on-call rotation will be required.

General Duties and Responsibilities:

• Ability to maintain strict confidentiality within the Inland Imaging companies and Inland’s customers.
• Follows all Health and Safety policies and guidelines of Inland Imaging or its partners depending on work location.
• Follows all company policies including those regarding harassment, non-retaliation, discrimination, respectful workplace, and related policies.
• Follows all policies regarding HIPAA, non-disclosure of confidential information and company security.
• Honest, pleasant manner and good personal hygiene.
• Free of alcohol and drug abuse.
• Valid state driver’s license and proof of insurance.
• Excellent communication and interpersonal skills.
• Detail oriented; ability to multi-task; organized and able to work in a fast-paced environment.
• Demonstrates self-directed learning and participation in continuing education through professional journals, approved seminars, etc.
• Ability to consider individual needs in communication with and assessment and treatment of patients of all ages.
• Adheres to departmental standards and personnel policies by demonstrating professional demeanor in conduct and appearance.
• Follows company departmental standards and personnel policies by using good teamwork and communication skills to help identify concerns and solutions, assisting where needed to ensure a smooth functioning department.
• Performs other duties as required by displaying team spirit and self-growth, accepting, and performing other projects and responsibilities, and requesting other projects and responsibilities.
• Quarterly quality assurance meeting attendance is required for this position.
• Attendance is a requirement for this position.
• Rotates to other shifts and locations as needed.
• Performs other special projects and duties as assigned.

Advocacy:

Treats all clients with dignity and respect Provides excellent customer service Conforms to Joint Commission and HIPAA regulations Complies with PHI (Protected Health Information) Demonstrates the Inland Imaging Core Values:

• Show We Care, Do The Right Thing, Maximize Individual Potential, Always Aim Higher

Qualifications:

• Education: Associates Degree in related field or equivalent experience
• Experience: Two years of related experience including--
• Experience in a technical helpdesk or customer service role
• Experienced in PC hardware installation, configuration, and troubleshooting.
• Proficiency in Windows 7, Windows 10, and Microsoft Office products
• Knowledge in software and image creation/deployment via 3rd party software
• Computer Skills: Experience with the following computer applications is highly desired: Microsoft Office products (Outlook, Word, Excel, Power Point, Access, Visio, Publisher), Workday; Internet, Intranet
• Background Check:
• Must be able to pass a background check required by RCW 43.43.830-840 to work with children under the age of 16, developmentally disabled persons or vulnerable adults
• In order to comply with provisions set forth in Sections 1128 and 1156 of the Social Security Act, all new employees of Inland Imaging Business Associates will be checked against the LIST OF EXCLUDED INDIVIDUALS provided by the Department of Health & Human Services, Office of the Inspector General (OIG). Employees must not be included on this list.
• Drug Test: Eligible employees must be able to pass a post-offer, pre-employment drug test.

Job Type: Full-time

Pay: $22.82 - $34.24 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• On call

Ability to Relocate:

• Kennewick, WA 99336: Relocate before starting work (Required)

Work Location: In person

Salary : $23 - $34