RADIOLOGY AND IMAGING SPECIALISTSJOB DESCRIPTION
Job Title:Help Desk Analyst
Location:Crystal Grove Office
Division/Dept.:Radiology and Imaging Specialists
Reports To:Director of Technical Services
Type of Shift:Full Time
Shift Hours:40 Hours Weekly
JOB SUMMARY
The Help Desk Coordinator receives and responds to calls and requests via telephone, e-mail, and help desksoftware while maintaining a high level of customer service to ensure overall quality patient care and satisfaction. The administration of the Help Desk Coordinator includes receiving requests for IT/Informatics assistance, determining the nature and urgency of the requests in order to initiate personnel action, and to maintain close contact with personnel in the field to monitor response and support requirements.
JOB RESPONSIBILITIES
1. Receives and responds to calls/requests via telephone, e-mail, and help desk software. Creates and maintains automated or manual logs of help desk communications activity. Accesses and enters data in help desk softwaredatabase as necessary for tracking and assignment purposes.
2. Processes and evaluates information received, prioritizes calls and dispatches required personnel. Maintains status and locations of Informatics personnel.
3. Establishers and maintains network and DICOM connectivity between PACS and imaging modality equipmentsuch as MR, CT, US, NM, CR and film digitizers.
4. Monitors and coordinates help desk activity and assignments via telephone, text messaging or e-mail.
5. Provides help desk and on site technical support at all sites including physician offices and radiologists' residences during normal work hours and non working on an on call basis.
6. Maintains appropriate security and confidentiality of information created or encountered in the performance ofassigned duties according to HIPAA standards.
7. Utilizes technology such as computers, telephones, fax machines and other communication equipment.
8. Communicates with vendors and manufactures to escalate service issues.
9. Provides support and back-up for mammography to merge patient accounts and push images.
10. Assists in application troubleshooting and system maintenance as directed by management.
11. Follows all departmental regulations, policies and procedures. Performs other duties as necessary.
12. Customer Service.
WORK EXPERIENCE/EDUCATIONAL REQUIREMENTS
Knowledge of computer technology, equipment, and terminology.
Knowledge of Radiology terminology and procedures preferred.
High School D