Job Description

Professional who provides technical support and assistance to customers, on the phone or in person related to computer systems, hardware, and software. Their primary intention is to ensure a client’s satisfaction and ability to properly operate computers, printers and other technology by responding to questions and providing technical assistance.

System Specific Duties and Responsibilities:

• Responding to questions on the phone, via email, in person, or through remote access.
• Offering technical assistance with the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
• Installing new software and hardware systems as needed.
• Overseeing new system installation and setup and customizing PCs to meet the needs of the Center for Education staff.
• Provides references for users by possibly writing and maintaining user documentation, providing help desk support.
• Answers support calls in a respectful manner and logs tickets timely to help track and audit customer issues.
• Provides immediate troubleshooting assistance when necessary to ensure continued efficient operation of the systems.
• Demonstrates patience when working with customers for support.
• Works independently under general direction of supervisor.
• Attends meetings as requested to help learn and support customer needs.
• Communicate in a clear and concise manner to aid in customer understanding of system functionality.
• Create or log an enhancement for creation of specialized queries at the request of nurse managers.
• Use positive language to create positive perceptions about company, software and service.
• Maintain a positive persona even when dealing with frustrated customers in no win situations.
• Maintain good time management for processes and projects and be transparent.
• Document issue resolution well and communicate to peers for improved support.
• Don’t accept the “status quo” as a customer solution, but strive for service excellence in process and practice.
• Performs other functions as requested.

Qualifications

Education:

• An Associate's degree in computer science or related field.
• A strong working knowledge of computer systems, hardware, and software.
• Good problem-solving, analytical, and team-working skills.
• Excellent communication and interpersonal skills.
• An openness to learning new technologies.

Experience

• Degree in Health Information Systems or related field preferred; or college level study leading to certification in related field.
• 3 years education + 3 years work experience
• 2 years education + 5 years work experience
• 1 year education + 7 years work experience
• 0 college education + 9 years work experience

The kind of position-related experience includes:

• Effective communication skills with ability to communicate in a clear and concise manner.
• Strong oral and written communication skills with ability to maintain composure in difficult and complex communications with physicians and other professionals.
• Knowledge of State and Federal (HIPAA) laws pertaining to confidentiality of protected health information.
• Advanced knowledge of and ability to use computers including various software programs such as word processing, spreadsheets and databases.
• Effective human relations abilities:
  • Ability to collaborate within alliances and promote teamwork.
  • Ability to ensure a high level of customer satisfaction including employees, patients, visitors, faculty, referring physicians and external stakeholders.
• Detail oriented and ability to be self-motivated to complete duties in a timely manner.
• Ability to work in a team environment and to collaborate with a variety of professionals.
• Techniques and problem analysis/resolution skills.
• Ability to instruct and motivate employees and identify areas in need of improvement.
• Ability to work occasional off-hours schedules as required.
• Critical thinking: looking at documents and or electronic information
• Attention to detail with strong organizational skills.
• Work on multiple tasks at any one time while maintaining high quality standards.
• Experience providing customer/department/end-user support of health information systems.