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DCH Health System · 1 month ago

IT Specialist – Help Desk

Tuscaloosa, AL

Full-time

Hybrid

Entry, Mid Level

2+ years exp

DCH Health System is seeking an IT Specialist - Help Desk to provide exceptional customer service while resolving technical and software problems for end users. The role involves supporting users with various IT issues, documenting progress, and ensuring compliance with security policies.

Health CareHospitalMedical

Responsibilities

To maximize Call Center and work queue availability by following Help Desk call center rules

To provide support to end-users for PC, printer, applications, wireless, networking to the data closet and any other supported desktop hardware. Except in rare occasions, the support provided will be over the phone and using remote control software

To restore service and/or identify and correct core problems by interacting as needed with other Information Technology teams, other DCH Departments, independent DCH business partners and vendor support personnel

To simulate or recreate user problems to resolve operating difficulties

To recommend systems modifications to reduce user problems

To commit to fostering an environment of heightened security following Information Technology Security Policies and participating in security training, such as Health Insurance Portability & Accountability Act (HIPAA), on an annual basis

To document progress and complete tasks in the support software, and respond to phone, radio, alerts and email notifications. This process includes interviewing the customer, asking questions to clarify their needs, and checking the online knowledge base in order to improve subsequent troubleshooting

To follow up daily on open cases, with emphasis on customer involvement and communication

To use informed reasoning to resolve tasks and problems at the lowest point of escalation whenever possible, but also identifies when to seek help on more complex problems to intermediate and/or senior level staff or team leadership

To ensure verbal handoff of escalated issues by radio or phone call. Timely escalation is important, particularly in regards to patient safety, high priority or high volume situations

To coordinate dialogue between the customer and multiple vendors to resolve problems

To contribute to knowledge base articles, creating and updating documents as needed to improve resolution rates for the department

To communicate technical or complex terms and explanations in user friendly, non-technical language

Qualification

IT certificationCall center supportDesktop hardwareNetworkingTelecommunicationsApplications supportOperating systemsCustomer serviceProblem solvingCommunication skillsTeam collaborationFlexibility

Required

One of (Associates / Technical degree / IT certification in a related field) with 2 years of IT work experience

High School / GED with 4 years of relevant IT work experience

Must be able to read, write legibly, speak and comprehend English

Preferred

Higher Level Degrees, Certifications And Experience Are Preferred

Related skills, certifications and experience for a Client Support Specialist include mid-level proficiency in some combination of call center support, personal computer, desktop hardware, networking, telecommunications, applications and/or operating system skills