Helpdesk Support Analyst

POSITION SUMMARY

This person will deliver support to end users. Following design or installation specifications, install or assist in installation of software packages. Provides some training of clinical software to staff. Provides front line support to end users. Perform other duties as required. Escalates complex problems as necessary.

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     TASK LETTER CODE

PRIMARY DUTIES

(Are the essential job tasks or primary responsibilities that the individual who holds the position mist be able to perform unaided or with the assistance of an accommodation. For example: “DO” (action verb) “WHAT” (object) – “Collects vitals from patients at the being of the visit according to clinic protocol”.

% OF TIME PERFORMING DUTY

A

Support end-user hardware including workstations, printers, faxes, copiers,

and wireless and telecommunication systems.

B

Support end-user standard workstation software

C

General connectivity troubleshooting.    

D

Utilize an internal call tracking system for end-user incident management and reporting

E

Interacts with HGH Staff to resolve application issues. Communicates with HGH staff and vendors in a professional manner maintaining confidentiality.  

F

Works with all user levels

G

Keeps workroom neat, organized, and secure

H

Promotes responsible usage and care of corporate equipment.

I

Relays relevant IT-related information to the company in a timely manner.

J

Participates in the implementation and support of IT -related policies.

K

Travels between onsite campus buildings and offsite buildings

L

Maintains confidentiality of all patient/resident/staff information.

M

Must be self-motivated and able to work independently with minimal direction or supervision.

O

Other related duties as assigned.

POSITION QUALIFICATIONS

MINIMUM EDUCATION: Highschool Diploma or Equivalent. This is an entry level position.

PREFERRED EDUCATION: N/A   

MINIMUM EXPERIENCE: Previous experience in a medical office setting and/or experience with an Electronic Medical Record a plus, experience preferred. Emphasis in information technology, management information services, computer science or a closely related field and/or any equivalent combination of training and experience that provides the required knowledge, skills and abilities are also preferred.

REQUIRED CERTIFICATIONS: N/A

PREFERRED CERTIFICATIONS/LICENSES: N/A

SPECIAL SKILLS: Able to read, write and speak the English language in an understandable manner

Knowledge of information technology; Knowledge of data and voice communication systems

Knowledge of management information systems; Knowledge of client/server network protocols and internet/intranet applications

Ability to install and troubleshoot PC systems; Possess leadership ability and the willingness to work harmoniously with professional and non-professional personnel; Self-motivated, resourceful, and well organized.

PHYSICIAL DEMANDS: For physical demands and working conditions, see next page.