Help Desk Technician

Job Description

Job Description

WE ARE GATEWAY REGIONAL MEDICAL CENTER!

Our primary function is to offer continuous nursing, medical, and other health and social services on a 24-hour basis, under physician directed care and RN supervision.

We service a multitude of patients and their families across our vast network, while remaining committed to the professional development of our staff, the functional improvement of our patients, and the cultivation of strong partnerships within our communities.

WHAT WE OFFER

• Essential / stable and growing company with many opportunities for training and advancement within the medical field that all employees and team members (including Full-Time and Part-Time) can benefit from.
• Hourly pay is negotiable based on experience. We offer competitive market pay and opportunities for bonus depending on great work performance (bonuses only apply for Full Time).
• Comprehensive Employee Benefits : Full-Time employees are eligible for various plans for medical, dental, and vision insurance.

STATEMENT OF PURPOSE : Responsible for performing activities related to the GRMC Help Desk, with an emphasis on daily operations.

The Help Desk serves Gateway Regional Medical Center and all associated off-site facilities. He / She will directly assist facility technicians and Directors in operating procedures and documentation.

He / She will make recommendations to the Information Services Directors at the appropriate facility to optimize the functionality and smooth operations of the Help Desk.

JOB DUTIES AND RESPONSIBILITIES :

1. Has a basic understanding of the Hospital EMR.

2. Will perform basic password resets and security changes within the Hospital EMR and Active Directory in accordance with prescribed guidelines.

3. Will follow published guidelines for proper escalation of both EMR and non-EMR related issues to the appropriate facility or to EMR vendor.

4. Acquire and maintain knowledge of desktop hardware, software protocols, and monitoring tools.

5. Answers Help Desk calls to troubleshoot any issues with PCs, printers, and other peripheral equipment

6. Troubleshoots operating system, login, and software issues.

7. Assists when required with the installation of new PCs, printers, and other peripheral equipment.

8. Responds to others helpfully in times of increased activity or short staffing situations.

9. Monitors computer system activities and performance via operating system utilities and observes for any error messages to detect any equipment malfunction.

10. Notify the affected facility's I.T. Director of any recurring problems so that they are documented and researched.

11. Assists in recovery actions as directed by the appropriate I.T. Director.

12. Effectively utilizes the Help Desk Software application by documenting all trouble tickets for all calls received and makes sure the information is consistent.

13. Helps identify areas where additional training and / or education is needed.

14. Initiates and monitors repair activities of systems equipment in accordance with Facility procedures.

15. Documents all on-call support calls (where applicable) and assists in developing documentation for system applications and user training.

16. Possesses knowledge of commonly used concepts and guidelines to perform the functions of the job.

17. Demonstrates professional and effective interpersonal communication skills at all times.

18. Maintains and respects confidentiality and ensures privacy in all matters pertaining to patients and their care, as well as matters related to employee and hospital business.

19. Provides shift, on-call, and call back coverage as required.

20. Maintains a good record of attendance and punctuality

21. Able to accept constructive criticism.

22. Adheres to Corporate and Facility operation and safety policies.

23. Attends scheduled meetings as required.

EDUCATION AND TRAINING :

High School or Equivalent

EXPERIENCE : 3 months-1 year

3 months-1 year