UAB Medical West Hospital · 11 hours ago
HELP DESK SPECIALIST | INFORMATION SYSTEMS
McCalla, AL
Full-time
Onsite
Entry Level
1+ years expUAB Medical West Hospital is seeking a Help Desk Specialist to serve as the first line of contact for technical and software application issues. The role involves providing technical support, troubleshooting issues, and maintaining daily operations procedures for various systems including the electronic medical record (EMR) system.
Health Care
Responsibilities
Respond promptly to, and follow up on, requests for support, including phone calls, electronic, or in-person requests
Document all support activities, solutions, and user interactions accurately in the service ticket management system
Collaborate with IT team members to escalate unresolved issues
Perform operations and system maintenance procedures as defined on the Help Desk Operations Log
Monitor systems for errors and deviation from normal functioning
Act as a liaison between Information Systems and user departments
Support the use of service ticket software, escalating and assigning tickets to the appropriate team when necessary for resolution
Use opportunities to educate end users on identifying and avoiding cybersecurity threats and tactics
Report suspected cybersecurity threats and breaches to the Security Officer immediately
Pass on any feedback or suggestions from customers to the appropriate team
Identify and suggest possible improvements to procedures, processes, and workflows
Continuously improve proficiency and knowledge
Adhere strictly to HIPAA and hospital privacy and confidentiality policies
Maintain professional appearance in accordance with hospital and departmental dress codes
Maintain satisfactory attendance in accordance with hospital and departmental attendance policies
Perform other duties as assigned
Qualification
Required
Associate or bachelor's degree in information technology, computer science or related field preferred
One year minimum experience in support roles
Proficiency in English; including ability to speak clearly, and compose professional, grammatically correct, written communication
Technology skills
Knowledge of end-user devices such as computer hardware, mobile devices, and printers
Basic conceptual understanding of network systems and operations
Ability to achieve proficiency in software systems used by Information Systems staff for systems monitoring, remote control, user access management, service ticket management, procedural documentation management
Ability to record accurate details by using a methodical and pertinent line of questioning to gather data about the issue
Understanding of how to run diagnostic tools to analyze the situation
Positive and professional attitude
Strong verbal and written communication skills including proficiency in English, adapting communication style to the intended audience, especially non-technical users, articulating messaging clearly and concisely, verbally and written, exercising active listening skills, using interpersonal communication skills to build strong working relationships
Preferred
Skills certifications preferred, i.e. CompTIA+, ITIL, and Microsoft
Company
UAB Medical West Hospital
At UAB Medical West, our number one priority is to offer quality, convenient care for those in West Jefferson County, AL.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Sean Tinney
Chief Operating Officer
Kim Bullock, CIA CHC CPC
Chief Compliance and Privacy Officer
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