What are the responsibilities and job description for the Service Desk Specialist position at Legacy Health?
Overview
This is a hybrid-remote position - incumbents, who reside in Oregon or Washington only, may work 1-2 days a week at an assigned Legacy Health location, and other days may work remotely at home, on the road or in a satellite location for the remainder of their workweek.
All new hires are required to come to a designated Legacy Health office location in Portland, Oregon prior to their start date for a new hire health assessment and to complete new hire paperwork. This position may require initial training and orientation to be site-based, before transitioning to the hybrid schedule.
Responsibilities
Every aspect of what we do at Legacy reinforces our commitment to improve the lives of our staff, our patients and our visitors. Information Services is no exception. IS drives so much of what we do, and we look for experts in the field to lead the way. Do you have your finger on the pulse of information systems for business and health care? Can you analyze, build, test, support and maintain systems that will benefit our hospital system and those we serve? If so, we’d like to hear from you
This position is with the Service Desk, a team of talented individuals who collaborate toward a common goal in delivering exceptional support and service to our customers. The ideal candidate for this position will have a great attitude, demonstrate exceptional customer service skills and be comfortable delivering support via phone. Candidates must demonstrate strong troubleshooting skills and be dedicated to tracking calls through well documented tickets.
Under general supervision, delivers quality service to the customers of Information Systems & Services by serving as a single point of contact for reporting problems, requesting services and making inquiries.
Qualifications
Education:
Associates degree in computer science, healthcare informatics or related field, or equivalent experience required.
Experience:
- At least one year of experience providing customer-service focused technical support, preferably using remote support technologies in a call center environment.
- Experience working with an IT service management ticketing system strongly preferred.
- Experience with computerized healthcare systems strongly preferred.
Skills:
- Demonstrated technical analysis and problem solving capabilities.
- Strong knowledge of Microsoft Windows operating system, Microsoft Office suite, Citrix, client-server applications, remote connection and other technologies.
- Knowledge of troubleshooting techniques for computers, printer, peripherals, client-server applications, connectivity and desktop software issues.
- Delivers exceptional service and demonstrates strong interpersonal skills that allow for constructive working relationship with a diverse population of customers.
- Remains calm and professional under pressure.
- Excellent verbal & written communication skills including a high level of skill communicating technical concepts to non-technical audiences.
- Works well both independently and as part of a team.
- Able to learn quickly and adapt to new and changing technologies.
- Excellent attention to detail and multi-tasking skills.
- Keyboard skills and ability to navigate electronic systems applicable to job functions.
LEGACY’S VALUES IN ACTION:
Follows guidelines set forth in Legacy’s Values in Action.
Equal Opportunity Employer/Vet/Disabled
