What are the responsibilities and job description for the Helpdesk Operator and Desktop Support Technician position at Methodist Family Health?
Job Details
Description
Responsibilities
Answer live incoming Help Desk calls on location and create and/or address work tickets submitted directly by staff or via automation.
Devotes time to delivering an introduction of company technologies to new hire employees during the training and orientation process every two weeks. (public speaking requirement)
Source and contact when needed, local tech repair businesses to visit remote users on behalf of MFH.
Schedule travel between remote locations to provide personal level of service and repair.
Index, maintain, and update the company knowledgebase with common problems and their resolutions. Performs other related tasks as assigned by the Director of Technology Services or other applicable personnel.
Qualifications
Prior experience in a Service Desk, Help Desk, or direct customer service/technical support role in an unscripted call-center environment, or experience with IT/IS in a clinical environment helpful.
Good working knowledge of desktop hardware and software, Microsoft Office applications, cloud-based internet applications such as Office 365, Microsoft Windows operating systems and remote support tools.
Experience with computer peripherals such as scanners, signature pads and network copier/printers.
Strong customer service and verbal communication skills.
Willingness to work 40 hours per week, within the hours of 12am and 1159pm US CST TIME.
Must be aware of and agree to work off-hours including the possibility of holidays.
Must be able to work unsupervised at times, have a courteous and helpful attitude and a willingness to learn.
Must have reliable transportation, some intrastate travel possible at times.
Requires the strength and stamina to perform duties.
Must be physically capable to receive verbal and written directions. Must be physically capable of sitting and standing for several hours at a time.
Must have good auditory, visual and olfactory ability. Ability to use hands and fingers to handle or feel objects, tools or controls.
Must be able to maintain effective audio, visual discrimination and perception needed for making observations, communicating with others, reading and writing, and operating office equipment and other treatment equipment.
Must be able to use a telephone to communicate verbally and a computer to communicate through written means, to review information and enter/retrieve data, to see and read characters on a computer screen, chart or other treatment items.
Must be willing and able to work with all employees of Methodist Family Health.
Flu shot and COVID vaccination is mandatory and required for all positions (subject only to qualified exemptions).
Job descriptions are not intended, nor should be construed, to be all-inclusive lists of all responsibilities, skills, efforts or working conditions associated with a job. While this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add or remove duties from particular jobs and to assign other duties as necessary.
Level One - Full Access: Ongoing regular access to PHI of all forms while the employee is on duty and performing within the scope of his or her job as defined by the employee's job description, and Policy and Procedure. "Such access must be for cause, consistent with job responsibilities and related to patients, claims, audits, reviews and other legitimate business purposes." (e.g. Physicians, nurses and other clinicians)
Description
Responsibilities
Answer live incoming Help Desk calls on location and create and/or address work tickets submitted directly by staff or via automation.
Devotes time to delivering an introduction of company technologies to new hire employees during the training and orientation process every two weeks. (public speaking requirement)
Source and contact when needed, local tech repair businesses to visit remote users on behalf of MFH.
Schedule travel between remote locations to provide personal level of service and repair.
Index, maintain, and update the company knowledgebase with common problems and their resolutions. Performs other related tasks as assigned by the Director of Technology Services or other applicable personnel.
Qualifications
Prior experience in a Service Desk, Help Desk, or direct customer service/technical support role in an unscripted call-center environment, or experience with IT/IS in a clinical environment helpful.
Good working knowledge of desktop hardware and software, Microsoft Office applications, cloud-based internet applications such as Office 365, Microsoft Windows operating systems and remote support tools.
Experience with computer peripherals such as scanners, signature pads and network copier/printers.
Strong customer service and verbal communication skills.
Willingness to work 40 hours per week, within the hours of 12am and 1159pm US CST TIME.
Must be aware of and agree to work off-hours including the possibility of holidays.
Must be able to work unsupervised at times, have a courteous and helpful attitude and a willingness to learn.
Must have reliable transportation, some intrastate travel possible at times.
Requires the strength and stamina to perform duties.
Must be physically capable to receive verbal and written directions. Must be physically capable of sitting and standing for several hours at a time.
Must have good auditory, visual and olfactory ability. Ability to use hands and fingers to handle or feel objects, tools or controls.
Must be able to maintain effective audio, visual discrimination and perception needed for making observations, communicating with others, reading and writing, and operating office equipment and other treatment equipment.
Must be able to use a telephone to communicate verbally and a computer to communicate through written means, to review information and enter/retrieve data, to see and read characters on a computer screen, chart or other treatment items.
Must be willing and able to work with all employees of Methodist Family Health.
Flu shot and COVID vaccination is mandatory and required for all positions (subject only to qualified exemptions).
Job descriptions are not intended, nor should be construed, to be all-inclusive lists of all responsibilities, skills, efforts or working conditions associated with a job. While this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add or remove duties from particular jobs and to assign other duties as necessary.
Level One - Full Access: Ongoing regular access to PHI of all forms while the employee is on duty and performing within the scope of his or her job as defined by the employee's job description, and Policy and Procedure. "Such access must be for cause, consistent with job responsibilities and related to patients, claims, audits, reviews and other legitimate business purposes." (e.g. Physicians, nurses and other clinicians)
