What are the responsibilities and job description for the Technician, Help Desk position at North Alabama Medical Center?
Technician, Help Desk
Job Type: Full Time
Who We Are:
People are our passion and purpose. Come work where you are appreciated for who you are not just what you can do. North Alabama Medical Center is a 263 bed facility offering the community’s only open heart surgery site, a complete line of women’s and children’s services and a complete line of medical and imaging services. We are a Certified Chest Pain center and recognized as a Primary Stroke Center of Excellence by the American Heart/American Stroke Association. North Alabama Medical Center’s 24-hour emergency department serves as the primary referral center for major trauma cases in Northwest Alabama.
Where We Are:
No matter what type of things you’re interested in, we have things of interest for you. Florence is a vibrant area with walkable streets and plenty of inspiring things to do. Spend your days getting to know the local community by exploring our shops, restaurants, and historical attractions.
Why Choose Us:
- Health (Medical, Dental, Vision) and 401K Benefits for full-time employees
- Competitive Paid Time Off
- Employee Assistance Program – mental, physical, and financial wellness assistance
- Tuition Reimbursement/Assistance for qualified applicants
- Discounted membership rates at local fitness centers
- Continuing education opportunities
- And much more…
Position Summary:
FLSA: Non-exempt
Shift: Days, 80 hours per pay period, rotating on-call
Reports to: Desktop Manager, Director
Help Desk Analysts provide first-level technical support by diagnosing and troubleshooting issues for end-users and customers. With minimal supervision, they respond to inquiries, resolve incidents following established protocols, and document solutions. When necessary, they escalate complex issues to second-level support
- Responds to Support Services calls, troubleshooting and resolving end-user issues
- Escalates unresolved issues to the appropriate personnel
- Documents all work in the designated tracking system used by the Information Systems Department
- Provides project updates and maintains clear communication on issue status
- Identifies patterns in recurring problems and alerts the appropriate MIS team member or Network Administrator
- Uses remote access tools to diagnose and resolve technical issues
- Ensures ongoing communication with end users regarding project status, even when reassigned to another team member
Minimum Qualifications:
- High school diploma or equivalent required
Licenses and Certifications:
- A certification preferred
Required Skills & Experience:
- One year of experience in end-user support for current PC desktop and application software or in installing, upgrading, troubleshooting, and repairing personal computers within a network environment
- Strong critical thinking, decisive judgment, and the ability to work independently
- Ability to perform effectively in a high-pressure environment and take appropriate action
- Experience with Meditech preferred; experience with any healthcare systems vendor is acceptable
EEOC Statement:
North Alabama Medical Center is committed to providing Equal Employment Opportunities for all applicants and employees and complies with all applicable laws prohibiting discrimination against any employee or applicant for employment because of color, race, sex, age, religion, national origin, disability, genetic information, gender identity, sexual orientation, veterans' status or any other basis protected by applicable federal, state or local law.
We employ and provide care to people from all walks of life. We are committed to promoting healing, providing hope, preserving dignity and producing value with an inclusive workforce in which diversity is leveraged, respected, and reflective of the patients, family members, customers and team members we serve.
