Help Desk Support

Description

Job Summary: Troubleshoot and provide technical assistance to support the needs of patient care providers and support staff by responding to phone calls, e-mails, and support tickets.   

Standards of Behavior  

William Newton Hospital’s Standards of Behavior allow a mechanism for holding each employee accountable and encourages us to "raise the bar".  

All employees are expected to familiarize themselves with the Standards and practice them daily.

i - Integrity

We act with unwavering moral principle,

transparency, and sincerity in every

interaction.

P - Patient-Centered

We meet patients where they are, ensuring

the are active participants in their care

journey. We prioritize the patient's physical

and emotional well-being over all else.

A - Accountability

We own our actions. We set clear

expectations and hold all team members to

the same high standards.

C - Compassion

We treat every patient, family member, and

colleague with kindness, empathy, and

dignity.

E - Excellence

We approach every task, large or small, with

enthusiasm. We continually pursue mastery

and best practices in our field.

Job Duties & Responsibilities:

• Possesses the ability to deal tactfully with personnel, visitors, government agencies and general public. 
• Possesses the ability to work harmoniously with all departments of the facility. 
• Must have the ability to install hardware, software, and other peripheral devices for end users.
• Capable of employing systems analysis techniques and critical thinking to diagnose, test, and resolve problems related to computer operating systems, computer programs, and IT infrastructure.
• Proficient in documenting solutions during the troubleshooting and resolution process.
• Manual dexterity is required to operate machines quickly and accurately. 
• Demonstrates knowledge of office procedures, maintains confidential materials, documents any system problems, and prioritizes daily workload.
• Identifies and resolves equipment, system, and user errors and problems upon notification.        
• Demonstrates effective verbal and written communication.
• Completes support tickets in the time frame allotted.
• Maintains confidentiality and demonstrates ethical conduct as outlined by hospital policy.        
• Communicates using effective sending and listening techniques so that information in written and verbal form is acknowledged as understood. 
• Has knowledge of and complies with organizational policies and procedures. 
• Able to move intermittently throughout the work day.    
• Able to cope with the mental and emotional stress of the position. 
• Able to relate to and work with all individuals within the facility. 
• Experienced in computer hardware/software troubleshooting and repair.

Requirements

Professional Requirements:

• Adheres to dress code; appearance is neat and professional.   
• Wears identification while on duty.
• Communicates the mission, vision, core values, ethics, and goals of the hospital as well as the focus statement of the department.   
• Maintains regulatory requirements, including all state, federal, and CMS regulations.        
• Maintains and ensures patient confidentiality at all times.   
• Reports to work on time and as scheduled, completes work within designated time.        
• Willingness to participate in weekly rotating on-call shift.  
• Works at maintaining a good rapport and a cooperative working relationship with physicians, department, and staff.     
• Represents the organization in a positive and professional manner.  
• Complies with all organizational policies regarding ethical business practices. 

Regulatory Requirements:

• Degree in IT related field preferred.
• Experience and/or certifications may be accepted in lieu of a college degree.
• Healthcare experience preferred.