Help Desk Support

Job Summary:

Under general supervision performs maintenance, troubleshooting, research and fact-finding to respond to hardware (desktop, telephony, clinical equipment), software, network (data and voice) and enterprise applications issues/requests. Prepares responses, either onsite or via phone support, to application, network and hardware related questions / requests. Staffed by persons with general information systems knowledge acquired through education and/or experience.

Essential Functions:
• Provides customer service for user issues as they relate to Information Services
• Able to work as a team member to provide assistance to any staff member where priorities have been assigned by immediate supervisor.
• Applies appropriate customer service skills to meet department initiatives
• Demonstrates basic written and oral communication skills as needed or when requested – including good listening and verbal skills
• Produces accurate and complete work while meeting minimum department productivity standards
• Maintains / meets department standard procedures and documentation requirements
• As directed, evaluates user environment and prepares the necessary documentation to meet user needs
• Assists with management of inventory levels for equipment/parts
• Assists and documents routine maintenance in compliance with current policies and procedures
• Knowledgeable of standard hardware equipment, software applications, and supported vendors
• Learns and performs preventative maintenance, troubleshooting, installation and repair of clinical and non-clinical equipment
• Provides basic technical in-service education for clinical and non-clinical staff in the operation and maintenance of equipment
• As directed, coordinates installations with Departments to minimize downtime or interruptions
• Completes required training outlined by the department with a specific focus on maintaining patient safety
• Accepts on call responsibilities, supports customer emergency issues and escalates to the appropriate person or group as needed
• Informs the immediate supervisor of any abnormal circumstances related to performance of job duties in a timely and accurate fashion
• Performs other related duties incidental to the work described

Education, Training, and Experience:
Prefer a four year degree in computer science, business administration, biomedical technology, or related field. One year of experience in a hospital and/or work-related experience is preferred. Must be a service-oriented, team player. Communicates proactively, cooperatively and constructively.

Formal training in a variety of information systems technologies is desirable:
• Desktop applications (MS-Word, MS-Excel, MS-PowerPoint, etc.)
• Knowledge of Active Directory environment
• Operating Systems (MS-Windows 2000, MS-Windows XP)
• Basic networking knowledge including wireless connections
• Clinical Equipment (Anesthesia, Respiratory, Dialysis, Patient Monitoring, etc)

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