Posted Date: 4/28/2021
Job Location: St. Anthony Regional Hospital, 311 South Clark St, PO Box 628, Carroll, IA, 51401
Department: Information Systems
Employment Type: Full-Time
Summary: Under general direction from the Information Technology Director, answers and documents support calls, gathers data about issues, resolves first call issues, and assigns tickets to appropriate staff – escalating when necessary.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Build rapport and elicit problem details from help desk customers. Serve as the first point of contact for customers seeking technical assistance over the phone or through the ticketing system.
Perform remote troubleshooting via phone and ticketing system to minimize any downtime for customer.
Direct unresolved issues to the next level of support.
Record events, problem details and their resolution in the ticketing system.
Follow-up and update customer of issue status.
Identify and suggest improvements on process and procedures.
Pass on feedback from customers to appropriate internal team.
Make recommendations to the Information Technology Director for hardware and software needed for future growth and maintenance of existing hardware.
May oversee or assist in the installation or repair of telecommunications equipment or wiring.
Reads technical manuals and brochures to stay abreast of the latest technology.
Completes all other duties as assigned.
Complies with the Corporate Compliance Policy and all laws, regulations, and Standards of Conduct relating to the position and agrees to report any suspected violations of law or Standards of Conduct.
Complies with all applicable state and federal regulations.
Attends all mandatory meetings and programs.
Maintains a safe work environment using safe work practices, utilizing standard precautions and complying with hazardous waste procedures at all times as described in St. Anthony's Safety Manual.
Maintains the confidentiality of patient, resident, employee and organizational information.
This job has no supervisory responsibilities.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Preferred associates degree (AAS) from two year college or university, Help Desk Certificate, or equivalent work experience.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
POSITION REQUIREMENTS, CERTIFICATES, LICENSES AND REGISTRATIONS
Able to work in a team environment as well as individually to complete tasks and meet deadlines.
Able to adjust work schedule to fit the needs of hospital.
Will participate in on-call rotation.
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; sit; climb or balance; stoop, kneel, crouch, or crawl; and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts; high, precarious places; and risk of electrical shock. The noise level in the work environment is usually moderate.
If you have further questions, please call the Human Resources Department at 712-794-5111.