[Hiring] IT Service Center Help Desk Specialist 1 @Northern Arizona Healthcare

Role Description

This is a remote role open to residents of Arizona only. The IT Service Center Help Desk Specialist provides telephone support and resolution for issues reported in clinical and business systems and on Northern Arizona Healthcare issued devices. While telephonic support is the primary function, other modes of support include responding to self-service tickets within our Information Technology ticketing platform and responding to/addressing emails received to our group inbox. He/she provides timely technical support and troubleshooting for devices and systems. The IT Service Center Help Desk Specialist works with other team members to implement and provide system and technology support, system security, and preventative maintenance programs.

Responsibilities

• Operations
  • Utilize a thorough understanding of hospital inpatient/acute care, clinic outpatient/ambulatory, and business/financial settings and operations, providing support for the healthcare system and device product lines.
  • Proven enterprise hardware and software support experience, including operating and troubleshooting computers and peripheral equipment.
  • Independently diagnose and troubleshoot issues, providing technical, clinical, and business resolutions.
  • Collaborate with the IT Service Center team to share knowledge and issue statuses, solve issues, and assign triaged tickets to correct teams.
  • Provide coaching/training on the use of various applications and software.
  • Adapt and adjust to 24/7 demands of IT Service Center support, supporting shift gaps and overtime as needed.
  • Provision IT accounts in accordance with IT Security policies and procedures.
  • Responsible for special functions and duties as directed by management.
• Communication
  • Demonstrate strong telephonic communication, using multi-line phone systems and orienting toward an amazing customer experience.
  • Communicate clearly, referencing tickets and utilizing on-call structure support.
  • Follow-up and track issues by resolution, communicating tips and tricks as well as potentially trending issues.
  • Respond to requests for technical assistance by phone, email, and within the Information Technology ticketing platform.
  • Act as a liaison between customers and technical escalation teams.
  • Responsible for providing quality status updates to customers, technical teams, and other operational support areas.
  • Responsible for triaging issues of higher urgency/impact affecting multiple colleagues or department-wide issues.
  • Share expectations with customers by communicating next steps and timelines.
  • Implement a manage up and down approach, always speaking highly of others.
  • Ability to resolve interpersonal conflict and miscommunications.
• Compliance & Safety
  • Ensures all certifications and/or licenses are up-to-date and valid prior to expiration dates.
  • Completes all company mandatory modules and required job-specific training in the specified time frame.
  • Responsible for reporting any safety-related incident in a timely fashion.
  • Responsible for maintaining up-to-date knowledge of cybersecurity trends, developments, best practices, and regulatory changes.
  • Responsible for reporting any safety-related IT incident/s following Incident Management Guidelines.
  • Puts safety first - safety/security issues should always be treated with care.
  • Understand and highlight IT Security policies that help to protect NAH's systems, employees, and patients.

Qualifications

• High School Diploma or GED - REQUIRED.
• 2 year degree in computer science or related field - PREFERRED.
• Comp TIA A+ certification - PREFERRED.
• HDI certification - PREFERRED.
• ITIL certification - PREFERRED.
• Telephone Etiquette - Customer Service certification - PREFERRED.
• 1-2 years of experience in a customer service-oriented environment - REQUIRED.
• Skill in using a Windows-based computer - REQUIRED.
• 2 years of call center experience - PREFERRED.
• 2 years of Information Technology experience - PREFERRED.
• 1 year of experience working with a ticketing platform for tracking and resolving needs - PREFERRED.