What are the responsibilities and job description for the IT Helpdesk Technician position at Knoxville Hospital & Clinics?
Knoxville Hospital and Clinics strive to be your healthcare destination, building on compassion and innovation. We are committed to faithfully providing exceptional healthcare. The values we hold true are Teamwork, Innovation, Compassion, Integrity, Service, and People-Centered.
This is a Full-time position working 40 hours a week with on-call rotations.
Assists with servicing local area network equipment, including servers, workstations PC’s and printer hubs. Installs programs, hardware maintenance. Knowledgeable of computer software and electronics.
Essential Functions
- Effectively, professionally and respectfully represents other IT staff members, teams and services to the KHC community.
- Provide support for all IT products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality and communicating policy.
- Determines the most effective manner to resolve client’s technical issue. Engages in research and in-depth trouble shooting to resolve technical issues. Consults with the IT technology when necessary.
- Records required customer and problem information in the Spiceworks Ticket System. Updates tickets with appropriate journal entries of activities and close tickets with resolution entered upon completion of job.
- Resolves Level 1 work orders such as unlock users AD and Cerner accounts. Maintain EMR and employee badge security by initiating or terminating system and badge access in a timely manner. Evaluates complex and/or high priority problems to the appropriate support group for resolution.
- Initiate service requests as needed, assist staff with service requests regarding computer, phone, copier and software issues. Report any security breaches or concerns to IT Director.
- Verifies that suggested solutions effectively resolve the users’ problems through verbal or email follow up.
- Works on Help Desk related projects as assigned by supervisor.
- All other duties as assigned.
- Required to complete all annual competency training and maintain license and/or certification.
Job Requirements
- Associates degree, minimum requirement.
- Proficient in word, excel, and outlook.
- Experience in hardware, software, and network troubleshooting, or equivalent training and/or education are necessary. Customer service training and/or experience are beneficial.
This is a Full-time position and is eligible for benefits for medical, dental, vision, flexible spending accounts, retirement plan with company match of up to 6%, accrued hours for vacation and sick time, paid holidays, and company benefits for employee life, employee AD&D, short term and long-term disability.