Locations: MOBILE, Alabama
Categories: Professional
Position Type: Regular Full-Time
Hours Per Week: 40
Req ID: 24769
USA Health is Transforming Medicine along the Gulf Coast to care for the unique needs of our community. USA Health is changing how medical care, education, and research impact the health of people who live in Mobile and the surrounding area. Our team of doctors, advanced care providers, nurses, therapists, and researchers provides the region's most advanced medicine at multiple facilities, campuses, clinics, and classrooms. We offer patients convenient access to innovative treatments and advancements that improve the health and overall well-being of our community.
Assists USA Health System user community by evaluating, troubleshooting, and resolving computer hardware/applications and software problems;
Investigates technical problems in all applications, network and PC support areas ans escalates unresolved matters to the appropriate resource;
Responds to end user queries by phone, email, or chat providing first level assistance and support;
Carries out troubleshooting to determine cause/correction of user problems with applications and PC software, hardware, and/or network by walking Customers through problem solving processes;
Assists in the education/training of end users and staff via phone, email or chat regrading first level of assistance and support;
Maintains appropriate documentation of incoming concerns and issues by properly escalating the unresolved matters with the designated ticketing system Defined by USA Health;
Recommends procedure modifications or improvements;
Ensures required documentation items are on help desk tickets;
Utilizes excellent customer service skills and exceeds end user expectations;
Follows up with end users for help desk level issues and ensures issues are resolved;
Supports IT events such as application go-lives;
Completes all mandatory department, educational and hospital requirements
Adheres to current Infection Control and Safety Standards
Regular and prompt attendance
Ability to work schedule as defined and overtime as required
Related duties as assigned
Employees must be in a regular position, working 20 hours or more per week (.50 FTE or greater) to qualify for benefits.
High School Diploma or equivalent and 2 years of related experience. Required
Successfully completed studies beyond the high school level may be substituted on a year-for-year basis for the required experience. Preferred
Associate's Degree with an IT focus and IT Help Desk experience and experience with electronic medical record (EMR) systems Preferred
Comparable combination of education and experience may substitute for the above requirements.
The University of South Alabama is an Equal Opportunity Employer and does not discriminate on the basis of race, color, national origin, sex, pregnancy, sexual orientation, gender identity, gender expression, religion, age, genetic information, disability, protected veteran status or any other applicable legally protected basis. EO Employer – minorities/females/veterans/disabilities/sexual orientation/gender identity.
USA Health is changing how medical care, education and research impact the health of people who live in Mobile and the surrounding area. Our team of doctors, advanced care providers, nurses, therapists and researchers provide the region's most advanced medicine at multiple facilities, campuses, clinics and classrooms. We offer patients convenient access to innovative treatments and advancements that improve the health and overall wellbeing of our community.
Our network includes USA Health University Hospital, USA Health Children's & Women's Hospital, USA Health Mitchell Cancer Institute, USA Physicians Group and the USA College of Medicine. Each year, our team of 180 physicians, 240 residents and fellows, 70 mid-level providers and 800 nurses handle some 185,000 clinic visits and 350,000 outpatient procedures. The USA Health System delivers 2,800 babies a year, more than any other regional hospital, and treats patients through some 60,000 emergency room visits annually.
In addition to advanced and innovative patient care offered at University hospitals and clinics, USA's medical education programs provide first-class training experiences for the next generation of physicians and scientists.
