What are the responsibilities and job description for the Service Desk Tech (Full-Time, M/Thu/F 2P-10P and Tue-W 10A/6P) position at Washington Regional Medical Center?
Organization Overview, Mission, Vision and Values
Our mission is to improve the health of people in the communities we serve through compassionate, high-quality care, prevention, and wellness education. Washington Regional Medical System is a community-owned, locally governed, non-profit health care system located in Northwest Arkansas in the heart of Fayetteville, which is consistently ranked among the 10 Best Places to Live in the country. Our 425-bed medical center has been named the #1 hospital in Arkansas for three consecutive years by U.S. News & World Report. We employ 3,400 team members and serve the region with over 45 clinic locations, the areas only Level II trauma center, and five Centers of Excellence - the Washington Regional J.B. Hunt Transport Services Neuroscience Institute; Washington Regional Walker Heart Institute; Washington Regional Women and Infants Center; Washington Regional Total Joint Center; and Washington Regional Pat Walker Center for Seniors.
Position Summary
The role of the Service Desk Tech reports to the Service Desk Manager. This position is responsible for providing technical support and assistance to all customers and ensuring that equipment and technology are functioning properly. This position will provide quality communication amongst multiple entities in a timely and professional manner.
Essential Position Responsibilities
- Provide complex emergency tasks for call teams and safety codes.
- Perform emergency and routine overhead paging, emergency call team notifications, monitor all alarms and notifies appropriate personnel as required.
- Respond timely and accurately to disaster and emergency situations, as required, maintaining a calm demeanor, and following detailed procedures.
- Provide level 1 help desk support in a high-volume call center and follow first call resolution protocols, create service desk tickets when required, provide ticket updates and follow-up with other teams, as needed.
- Maintain integrity of access guidelines to ensure security protocols remain in place through assisting users remotely, in-person, and all other duties as assigned.
- Maintain adherence to the standards of customer service, effective communication and courtesy that fosters positive working relationships and ensure effectively meeting and maintaining established standards for every interaction and effective de-escalation protocol.
- Assist with providing coverage on any shift, as needed to staff a 24/7 department.
Qualifications
- Education: High school diploma or GED
- Licensure and Certifications: N/A
- Experience: Previous call center or service desk experience, preferred
Work Environment: This position will spend 90% of work time sitting while performing frequent repetitive motions such as picking up a telephone, typing, and speaking for the duration of their scheduled shift. This position will spend 10% of work time standing and/or walking short distances while occasionally pushing, pulling, lifting and/or carrying up to 50 lbs.
