Level 1 Help Desk Analyst Job at Rush Memorial Hospital
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Provide quality support with a high degree of customer satisfaction, technical expertise, and timeliness. Answer calls to the Information Systems Department Help Desk and provide primary responsibility for screening, referring, and diagnosing internal and external inquiries and work requests. Candidate will perform troubleshooting in the identification of applicable problems relating to PC’s, peripherals, software, and basic network communications. As well, candidate will be trained in all RMH applications and will be considered an application specialist while doing Help Desk duties. While in the Information Systems Department, the candidate will adhere to all policies and procedures and will assist other Information Systems Department Team Members.
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MINIMUM QUALIFICATIONS
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Windows 10 advanced troubleshooting and administration
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Ability to provision computers utilizing WDS and other deployment tools
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Ability to provide expert and creative solutions to user problems to ensure user satisfaction and productivity.
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Close approximately 90% of the calls that do not require a visit to the location.
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Monitor and control computer equipment and applications.
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Familiarity with Electronic Medical Records (EMR) and other hospital ancillary applications.
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Install, modify, clean, and repair computer hardware and software, work on monitors, keyboards, printers, and mice with little supervision.
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Other assignments as assigned by CIO, IS Director or I.S. Dept. members.
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Must know how to use a help desk ticketing system and document appropriately.
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Research, resolve, and respond to complex questions received via telephone calls, callbacks, or escalations, and provide support for electronic services in accordance with current standards.
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Monitor I.S. Department inventories and general supplies.
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Will help with I.S. department special projects.
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Help desk ticket management and workflow.
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Augmentation of issues that are outside of your scope of support.
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Acquire and maintain knowledge of relevant product offerings, current support policies and methods of support delivery in order to provide technically accurate solutions to users.
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Continually improve technical skills with educational tracks provided by the RMH IS Department.
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WDS (Windows Deployment Services).
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Windows 10 troubleshooting and ability to easily diagnose customer problems.
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Build a computer and identify all internal components.
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Active Directory object addition, deletion and update.
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Ability to use the Microsoft Office suite of applications at an expert level.
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Information Technology related associates degree is a plus.
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RHIT is a plus.
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MCSA
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CompTIA A+
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CompTIA Network+
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2 years related experience preferred.
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Healthcare experience is preferred
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Strong customer service skills.
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PC troubleshooting & configuration.
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Good organization and communications skills.
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Ability to interpret and communicate complex technical information to others.
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Ability to effectively handle multiple tasks simultaneously.
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Proficient in all Microsoft applications.
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Knowledge of current information technology platforms.
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Knowledge of and experience with Unix and Windows Server operating systems a plus.
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Basic knowledge of telephone systems.
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Providing desk side support to customers.
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Must be able to work with nurses and doctors in order to troubleshoot application/process controls and workflows.
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Healthcare (Hospital) experience preferred.
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Reports to Director of Information Systems
Knowledge & ExperienceSkills-Knowledge-Education-Experience-
Authority and Accountability -
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