20416

GENERAL PURPOSE:

Under the general direction of the IT Director, the IT Help Desk is responsible for providing support for computer systems and operations for the entire corporation.

MAIN RESPONSIBILITIES AND DUTIES:

• Provides first line response for users requiring assistance with IT issues and problems.
• Follow standard help desk procedures.
• Create trouble tickets and redirect problems to appropriate resources.
• Escalate problems to the appropriate higher-level support.
• Track and route problems and requests and document resolutions.
• Prepare activity reports.
• Provides administrative support for the IT Director.
• IT Asset quoting and directing to Purchasing department.
• Assist in setting up new PC profiles, Install printers, software, files, etc.
• Other duties as assigned by supervisor

QUALITIES &CHARACTERISTICS

• Maintains a professional relationship and positive attitude with co-workers, the public, patients and all Ampla Health’s staff, Board of Directors and vendors
• Maintains the highest professional ethics and is honest in dealing with people; is a model for all employees through his/her actions
• Strives to learn more and is receptive to learning different ways of doing things
• Displays enthusiasm toward the work and the mission of Ampla Health

PROFESSIONAL KNOWLEDGE, SKILLS & ABLITIES

• AA degree in Information Technology or 1-2 years in a healthcare support job experience
• Excellent knowledge of Microsoft computer applications (internet explorer, Outlook, Excel, Word, PowerPoint, etc.)
• Exceptional written and verbal communication skills
• Organized and detail oriented
• Works as a team member to meet goals and objectives
• Must have knowledge of commonly-used concepts, practice and procedures in the IT field.
• Demonstrate clear knowledge of healthcare structure, standards, procedures and protocols.
• Excellent Customer Service skills required.
• Must understand concepts regarding to HIPAA

COMMUNICATIONS SKILLS

• Excellent phone and commutation skills
• Must have neat and legible handwriting
• Must be able to interact with patients courteously and calmly
• Ability to communicate well with the public

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS

Works well with employees and vendors in a generally comfortable environment office. Employees must possess the following physical requirements:

• Vision sufficient to read handwritten, typed and computer printed documents throughout the day
• Speech and hearing sufficient to receive and communicate detailed information clearly by phone and in person
• Motor skills sufficient to use a variety of hand-held tools and to manipulate equipment
• Must have a high level of manual dexterity
• Physical ability to sit, walk or otherwise stand for long periods of time, frequent bending, stooping, and stretching. Repetitive hand, arm and shoulder movements.
• Able of lift up to 40 pounds and pushing up to 100 pounds (on wheels)

GENERAL PURPOSE:

Under the general direction of the IT Director, the IT Help Desk is responsible for providing support for computer systems and operations for the entire corporation.

MAIN RESPONSIBILITIES AND DUTIES:

• Provides first line response for users requiring assistance with IT issues and problems.
• Follow standard help desk procedures.
• Create trouble tickets and redirect problems to appropriate resources.
• Escalate problems to the appropriate higher-level support.
• Track and route problems and requests and document resolutions.
• Prepare activity reports.
• Provides administrative support for the IT Director.
• IT Asset quoting and directing to Purchasing department.
• Assist in setting up new PC profiles, Install printers, software, files, etc.
• Other duties as assigned by supervisor

QUALITIES &CHARACTERISTICS

• Maintains a professional relationship and positive attitude with co-workers, the public, patients and all Ampla Health’s staff, Board of Directors and vendors
• Maintains the highest professional ethics and is honest in dealing with people; is a model for all employees through his/her actions
• Strives to learn more and is receptive to learning different ways of doing things
• Displays enthusiasm toward the work and the mission of Ampla Health

PROFESSIONAL KNOWLEDGE, SKILLS & ABLITIES

• AA degree in Information Technology or 1-2 years in a healthcare support job experience
• Excellent knowledge of Microsoft computer applications (internet explorer, Outlook, Excel, Word, PowerPoint, etc.)
• Exceptional written and verbal communication skills
• Organized and detail oriented
• Works as a team member to meet goals and objectives
• Must have knowledge of commonly-used concepts, practice and procedures in the IT field.
• Demonstrate clear knowledge of healthcare structure, standards, procedures and protocols.
• Excellent Customer Service skills required.
• Must understand concepts regarding to HIPAA

COMMUNICATIONS SKILLS

• Excellent phone and commutation skills
• Must have neat and legible handwriting
• Must be able to interact with patients courteously and calmly
• Ability to communicate well with the public

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS

Works well with employees and vendors in a generally comfortable environment office. Employees must possess the following physical requirements:

• Vision sufficient to read handwritten, typed and computer printed documents throughout the day
• Speech and hearing sufficient to receive and communicate detailed information clearly by phone and in person
• Motor skills sufficient to use a variety of hand-held tools and to manipulate equipment
• Must have a high level of manual dexterity
• Physical ability to sit, walk or otherwise stand for long periods of time, frequent bending, stooping, and stretching. Repetitive hand, arm and shoulder movements.
• Able of lift up to 40 pounds and pushing up to 100 pounds (on wheels)