Help Desk Analyst

POSITION PURPOSE:
Assist the Information Systems Generalist with desktop support, troubleshooting desktop hardware/software problems, and carrying out projects as assigned. Properly document support, repair, and project activities.

QUALIFICATIONS:

• High school diploma or equivalent, Associates degree preferred
• Intermediate understanding of electronic and computer technology for the purpose of troubleshooting basic PC, printer and peripheral issues, along with advanced network/phone/electronic cable installation, maintenance and troubleshooting

GENERAL REQUIREMENTS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The requirements listed below are representative of the knowledge, skill, and / or ability required:

• Ability to add, subtract, multiply, and divide
• Ability to generate, read, interpret, and take action as it relates to basic financial statements, national and state regulations, safety rulings, operational and maintenance and organizational policies / procedures
• Ability to write reports and correspondence
• Ability to effectively present information to patients, families, employees, health care providers, etc...
• Ability to work cooperatively and communicate effectively to maintain good working relationships with staff and health care providers
• Ability to work with skill in identifying problems; making frequent decisions regarding method of performance

EQUIPMENT, TOOLS, MATERIALS:

• Calculator
• Computer and printer
• Fax and copy machine
• General office materials/supplies
• Information Systems
• Telephone system

SECURITY/ACCESS:

• Will have access to the facility 24 hours a day.
• Will have access to confidential information abiding by the organizations privacy policies and regulations concerning this information.

Essential Job Duties and Responsibilities

1. Maintains current inventory of personal computer devices and internal components by monitoring and updating inventory and equipment databases.

2. Gathers information to document problems, identifies problem causes, defines possible solutions and follows through to problem resolution to ensure an efficient, effective and quality information system

• Responds proactively to customer requests and trouble tickets.
• Reviews all incoming tickets and prioritizes based upon level of needs.
• Escalates tickets to other IT staff if unable to solve them.
• Analyzes problems to define corrective action and follows through with resolutions
• Documents problems and corrective actions
• Shows respect for end-users time when working to resolve a problem or issue.

3. Provides telephone support for all end users on a wide variety of hardware and software applications and issues.

• Evaluates user needs and coordinates with appropriate IT personnel when unable to resolve.
• Maintains Help Desk software for tracking trouble calls.
• Broad knowledge of various software applications and operating systems.

4. Responsible for general maintenance and minor repairs on computer system equipment. Responsible for keeping an inventory of computers, parts, and software. Provides end-user support for all hardware/software installation and maintenance issues.

5. Provides day-to-day support of the electronic health records system.

6. Follows HIPAA regulations and ensures that the confidentiality of patients medical, personal, financial records, employee records, and organizational records is maintained.

7. Participates in FCH committees, quality assurance, performance and quality improvement initiatives, and activities which support the facility and department operations.

8. Complies with the state and federal regulatory requirements related to the performance of FCH operations and requirements of the FCH Compliance Program. Including but not limited to:

• The Compliance Policy.
• Completes all on-line training annually and as assigned.
• All department and organization-wide policies.
• Considers the impact of regulations such as Critical Access Hospital requirements, along with Federal and State of Nebraska regulations and discusses concerns appropriately to ensure compliance.

9. Presents self in a professional manner and enhances professional growth and development through participation in education programs, current literature, in-service meetings and workshops.

• Seeks opportunities for continued growth and performance improvement.
• Always maintains a professional appearance and manner.
• Dependable and completes work in a timely manner.
• Demonstrates an understanding and emphasis on quantity, quality and knowledge of duties and tasks.

10. Performs other duties as assigned.

Essential Standards of Service Excellence

1. Abides by Fillmore County Hospitals Standards of Professional Courtesy and Respect which include:

• Communication & Interaction
• Customer Service & Respect
• Teamwork
• Telephone Communication
• Safety, Pride &Ownership
• Professional Appearance

2. Abides by Fillmore County Hospitals Core Values 1-12 which include:

• Authenticity
• Integrity
• Awareness
• Courage
• Perseverance
• Faith
• Purpose
• Vision
• Focus
• Enthusiasm
• Service
• Leadership

ESSENTIAL WORK ENVIRONMENT & PHYSICAL REQUIREMENTS:

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.