• Job Description

  Req#: req19565

  Position Status:

  Full time

  Shift:

  First Shift (Days - Less than 12 hours per shift) (United States of America)

  Hours per week:

  40

  Job Information
  Exemption Status: Non-Exempt
  
  A Brief Overview
  The Help Desk Representative analyzes and troubleshoots computer support problems and applies understanding of computer software and hardware products and services to resolve problems for users. Receives telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems. Ascertains from computer user the nature of problem, determines whether problem is caused by hardware such as modem, printer, cables, or telephone, formulates diagnosis, and assists users through problem solving steps.
  
  Education Qualifications

  • Associate's Degree Information technology or a related field. Required

  
  Experience Qualifications

  • less than 1 year Experience working with information systems at a help desk capacity. Preferred

  
  Skills and Abilities

  • Customer service skills, multi-tasking capabilities, phone skills, and typing skills. (Required proficiency)
  • Knowledge of the hospital environment preferred. (Preferred proficiency)

  
  What you will do

  • This position responds to service calls, communicates to the customer, and resolves software and hardware troubles to meet established customer expectations and service levels by performing the following duties.
  • Answer incoming Help Desk calls analyzing requests, troubleshooting with focus on immediate resolution, routing calls to appropriate personnel and groups as needed.
  • Administers logins and passwords including Network login creation/deletion and application password changes.
  • Utilizes support center software to log or follow up on each customer call, enter call status, and document resolution. Maintains proper communication with customer regarding a service call until the call is resolved or dispatched to the appropriate staff.
  • Utilizes appropriate customer service skills with internal and external customers including patients, visitors, employees, physicians, vendors, and other I.S. Staff. Applies appropriate customer service concepts to daily activities such as communicating service levels, provides necessary status reports, maintains high customer satisfaction levels, has an awareness of industry trends/changes and creates solutions that meet customer needs.
  • Monitors call volume, tracks issues, informs supervisor of any abnormal circumstances or major outages and escalates calls according to severity
  • The Help Desk Representative must be knowledgeable of Stormont-Vail HealthCare standard hardware equipment, software applications, and supported vendors.
  • Provides input on current Support Center standard procedures and documentation requirements.
  • Maintains Support Center documentation, policies, and procedures as directed by supervisor.
  • Informs the immediate supervisor of any abnormal circumstances related to performance of job duties in a timely and accurate fashion.
  • Continually advances knowledge level through training and observation of coworkers.
  • Demonstrates adaptability through flexibility, negotiation, stress management, versatility, and prioritization.
  • Demonstrates self-management skills such as independence, perseverance, self-starter, and self-fulfillment.
  • Uses IS security Policies and procedures administering network and application accounts.
  • When appropriate, provide the customer with the time frame (Service Level) that the issue would be resolved in.
  • Consistently demonstrates teamwork skills through appropriate and timely communication, gives feedback, shows empathy and courtesy towards others, listens effectively, is goal oriented and is willing to share information.

  
  Required for All Jobs

  • Complies with all policies, standards, mandatory training and requirements of Stormont Vail Health
  • Performs other duties as assigned

  
  Patient Facing Options

  • Position is Not Patient Facing

  
  Remote Work Guidelines

  • Workspace is a quiet and distraction-free allowing the ability to comply with all security and privacy standards.
  • Stable access to electricity and a minimum of 25mb upload and internet speed.
  • Dedicate full attention to the job duties and communication with others during working hours.
  • Adhere to break and attendance schedules agreed upon with supervisor.
  • Abide by Stormont Vail’s Remote Worker Policy and will review and acknowledge the Remote Work Agreement annually.

  
  Remote Work Capability

  • Hybrid

  
  Scope

  • No Supervisory Responsibility
  • 
    
  • No Budget Responsibility No Budget Responsibility

  
  Physical Demands

  • Balancing: Occasionally 1-3 Hours
  • Carrying: Occasionally 1-3 Hours
  • Climbing (Ladders): Rarely less than 1 hour
  • Climbing (Stairs): Rarely less than 1 hour
  • Crawling: Occasionally 1-3 Hours
  • Crouching: Occasionally 1-3 Hours
  • Eye/Hand/Foot Coordination: Frequently 3-5 Hours
  • Feeling: Occasionally 1-3 Hours
  • Grasping (Fine Motor): Occasionally 1-3 Hours
  • Grasping (Gross Hand): Occasionally 1-3 Hours
  • Handling: Occasionally 1-3 Hours
  • Hearing: Frequently 3-5 Hours
  • Kneeling: Occasionally 1-3 Hours
  • Lifting: Occasionally 1-3 Hours up to 50 lbs
  • Operate Foot Controls: Rarely less than 1 hour
  • Pulling: Occasionally 1-3 Hours up to 50 lbs
  • Pushing: Occasionally 1-3 Hours up to 50 lbs
  • Reaching (Forward): Occasionally 1-3 Hours up to 50 lbs
  • Reaching (Overhead): Rarely less than 1 hour up to 50 lbs
  • Repetitive Motions: Frequently 3-5 Hours
  • Sitting: Frequently 3-5 Hours
  • Standing: Occasionally 1-3 Hours
  • Stooping: Occasionally 1-3 Hours
  • Talking: Frequently 3-5 Hours
  • Walking: Occasionally 1-3 Hours

  
  Working Conditions

  • Dusts: Rarely less than 1 hour
  • Electrical: Rarely less than 1 hour
  • Noise/Sounds: Rarely less than 1 hour

  Stormont Vail is an equal opportunity employer and adheres to the philosophy and practice of providing equal opportunities for all employees and prospective employees, without regard to the following classifications: race, color, ethnicity, sex, sexual orientation, gender identity and expression, religion, national origin, citizenship, age, marital status, uniformed service, disability or genetic information. This applies to all aspects of employment practices including hiring, firing, pay, benefits, promotions, lateral movements, job training, and any other terms or conditions of employment.

  Retaliation is prohibited against any person who files a claim of discrimination, participates in a discrimination investigation, or otherwise opposes an unlawful employment act based upon the above classifications.

• About the company

  Stormont Vail Health is an extensive medical facility in the city of Topeka, Kansas.

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