Desktop Support I

Position Summary: Provides support, through multiple channels with a primary focus on side-by-side support, installation, configuration and ongoing usability of desktop computers, peripheral equipment and software. Creates and maintains knowledge articles in accordance with departmental standards.

Responsibilities:

• Ensures personal commitment to understanding and meeting the unique needs of intradepartmental customers by motivating, empowering and recognizing co-workers.
• Fosters a team working environment by communicating effectively with others.
• Demonstrates a high level of skill in resolving difficult situations.
• Assists in creation of a department that is dedicated to measurable service excellence.
• Assists with quality priorities and goals to ensure continuous improvement.
• Receives customer issues and interprets problems.
• Documents issue specifics and updates tracking system regarding issues and projects until resolution; and creates and maintains documentation for assigned responsibility areas
  • (Ex: training materials, installation directions, technical and asset tracking).
• Identifies cause and/or eliminates unrelated factors; applies logical trouble shooting procedures; researches vendor specific updates and fixes; and applies resolution within service levels.
• Maintains, troubleshoots, and repairs computer systems, hardware and computer peripherals as well as network maintenance and administration.
  • (Ex: plans and executes project planning, needs assessment, configuration of software and network components)
• Makes technical decisions within the policies of HMC and the IT Department to assure system and network continuity and data integrity within areas of assigned responsibility; and recovers systems and/or network components within assigned responsibility in the event of a disaster and/or testing.

Qualifications: 

Required:

• High School Diploma
• 2 years related experience is required
• Able to communicate with patients, visitors and other employees and physicians in an efficient and professional manner.
• Able to receive communications at meetings.
• Able to use phone, and make small group presentations.
• Ability to use the computer.
• Ability to identify and respond to safety issues.
• Ability to read technical documentation.
• Ability to write technical documentation.
• Valid driver’s license with clean driving record required if position requires traveling to different facilities.
• Experience with Microsoft Office software.
• Experience with modern Microsoft operating systems.
• Prior experience in a Service Desk or Desktop Support role

Preferred:

• Associate’s Degree in Computer systems, a related field OR 1:1 equivalent experience
• Experience working in a customer service role
• Experience in the maintenance, troubleshooting and upgrading of computer equipment is preferred.
• Microsoft 365 Certified: Modern Desktop Administrator Associate (MD-100 and MD-101 Exams)

Infection Control: Initial and Ongoing training in dealing with infection control. Trainings could include but are not limited to, blood borne pathogens, bodily fluids and bio hazardous materials as it applies to your daily work environment.

Patient Interaction: No Contact

HIPAA: This position will have access to the following Protected Health Information in order to carry out the duties related to their position at Hays Medical Center based on the following criteria:
Primary – required (routine) to do the job;
Secondary – required for the job, but mostly be exception; and
None – no approved access

Description of Information
Primary:
Patient Demographic Information (information used to identify a person): Name, Date of Birth, Address, Race, Marital Status, Religion

Clinical Information (information that describes a patient’s health status): Diagnosis, Reports/Medical Notes, Test Results, Problem List, Procedures, History and Physical

None:
Coding Information (clinical information that is in (alpha) numeric format): ICD-9 Codes, Rev Codes, CPT Codes

Financial Information/Insurance (information related to insurance, billing and payment): Billing Information, Payer Name, Payer ID, Account Balances, Plan Elements Covered, Payment Information, Payment Rates