Job Description
DESCRIPTION OF POSITION: - The Help Desk Specialist provides front line support to our end users. This position is entry level and has a large opportunity for advancement into multiple avenues of Information Systems. Help Desk Specialist I have a basic understanding of computer hardware and software while maintaining a high level of patience in a fast-paced environment. The position is focused on answering calls and creating tickets for the enterprise and assisting the physicians, nurses, and staff to deliver an excellent patient experience.
SUPERVISION : Reports directly to the Manager of IT Support and Operations
RESPONSIBILITIES AND DUTIES: - Answer calls from physicians, directors, and hospital staff.
- Escalation of service requests to teams within Information Systems
- Report on critical issues and notify individuals or teams responsible
- Accurately record service metrics
- Resetting passwords, installing software, general troubleshooting
- Delivering keyboards and mice and plugging them in
- Connecting devices to the WiFi network
- Remotely support end users while on the phone
- Respond to users in a quick and timely manner to resolve application issues efficiently so work is minimally impacted
The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.
EDUCATION AND WORK EXPERIENCE - High school graduate or equivalent
- Must be very computer literate and capable of learning computer support tasks such as resetting passwords, installing software, changing keyboards/mice, connecting PCs both desktop and laptop to our network
- Able to be certified with Cisco Duo within 30 days.
- Able to complete mandated Connectwise training within 30 days
- Strong technical writing skills and speak intelligible English
- Experience with Microsoft Office: Word, Excel, Outlook a plus
- Ability to answer phones and communicate effectively and calmly with physicians, employees, vendors, and other hospital staff in high-stress situations while multitasking to resolve issues
- Must possess a high level of patience and show a willingness to learn
Physical Demands/Work Environment - Capable of performing light to medium duty physical tasks.
- Must be able to remain in a stationary position for 75% of the time.
- Must be able to exchange accurate information with patients, family, peers and medical personnel.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
"Experience Memorial" is more than a slogan, it's the care we provide our patients and it's the commitment to our community and our team members. As a nationally certified Great Place to Work, at Lake Charles Memorial Health System you will have the opportunity to be a part of an organizational culture that supports not only exceptional patient care but also the well-being and professional growth of our employees. Join us and be a part of a team where your contributions are valued, your growth is nurtured, and your success is celebrated.
Working at Lake Charles Memorial Health System | Great Place To Work®
Job Tags
Full time, Work experience placement, Work at office, Remote work