Job Title: Help Desk Technician - RUMC; Full Time
Department: I S Support Services
Shift: 1st
Specialty: Help Desk
Job Number: 2022-1514
Date Posted: 11/08/2022
Position Type: Information Services

Job Qualifications:

Help Desk Technician
Rush University Medical Center | Information Support Services Department

Rush University Medical Center is one of the country's leading medical centers pushing the boundaries of healthcare services with innovative, compassionate, and accountable team members. Are you ready to challenge and grow your skills, contribute to providing top quality patient care, and enhance your career?
The Help Desk Technician provides support to end users for incident resolution and requests reported to the IT Support Services. This role identifies, researches, and resolves technical inquiries received via phone, email, and messaging applications.

Additionally, the role is responsible for documenting, tracking and monitoring client interactions to ensure a timely resolution. The Help Desk Technician is responsible for providing a positive customer support experience by communicating promptly on progress and handling customers with a consummately professional attitude. Exemplifies the Rush mission, vision and values and acts in accordance with Rush policies and procedures. Troubleshoots information systems and determines resources required to return to optimum performance. Exemplifies the Rush mission, vision and values and acts in accordance with Rush policies and procedures.

Position Highlights:

Site Location: Will work 100% onsite from Rush University Medical Center in Chicago.
Work Schedule: This is a full-time first shift position covering standard business hours.
Training: Receive training on EPIC systems & applications relevant to this position.
Benefits: This is a full time position that is eligible for tuition reimbursement, ongoing training/development, paid time off, medical benefits, a matching retirement plan and more!

Position Responsibilities:
Create a positive customer support experience and build a strong relationship through deep problem understanding, timely resolution or escalation, prompt communication, and handling of clients with a consummately professional attitude.
Evaluate, prioritize, troubleshoot, analyze, research and resolve hardware, software, mobile device, and application issues reported by customers. Answer customer questions. Escalate issues to internal or vendor support teams when required.
Document all requests and incidents thoroughly and in a timely manner using the IT ticketing system.
Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests.
Contributes to electronic knowledgebase and documents procedures when appropriate.
Keeps management informed of trends, significant problems and expected delays.
Keep customers informed of progress on problems that cannot be resolved at initial point of contact.
Promotes teamwork by assisting other analysts with technical questions and tasks.
Mentors more junior level staff and may be responsible for training.
Provides polite and friendly customer service.

Position Qualifications Include:
High School Diploma or GED Equivalent required.
At least 2 years of experience working within a customer service role preferably within an IT Help Desk.
At least 2 years of technical experience with desktop computing hardware and configuration.
Experience with IT troubleshooting.
Effective telephone, verbal, listening, and written communication skills.
Ability to be flexible and to learn and understand new technologies.

Preferred Qualifications:
Bachelors' degree with a focus in Engineering, Mathematics, or Science.
Experience working in a healthcare environment supporting clinical applications.
MCP, A+ or Network+ Certifications.

Physical Demands:
May be required to lift up to 20lbs.
May be required to move about the office

Company Highlights:
Rush is an academic health system comprising Rush University Medical Center, Rush Copley Medical Center and Rush Oak Park Hospital.
For demonstrating leadership in the use of information technology, Rush University Medical Center and Rush Oak Park Hospital have been listed among the most wired hospitals in the nation by Hospitals & Health Networks magazine.
For the 11th consecutive year, Rush has been named a leader in LGBT health care equality in the Healthcare Equality Index (HEI) report.
RUMC is a member of the Illinois Hires Heroes Consortium (IHHC). Recognized as a "Veteran Friendly" employer.
Rush is a diverse and inclusive culture, and offers a competitive salary, and a valuable compensation package including health, dental and vision benefits, retirement, health savings accounts, and tuition assistance to invest in your future.

Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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