Overview: Help Desk Technician is responsible for providing support for computer and application requests, recording and documenting all service requests and scheduled maintenance, assisting in installation of new equipment, and participating in on call and weekend support Responsibilities: Responsible for operating IT-Pointe Help Desk application as level 1 support:Respond to local calls from users requesting assistance for computer and business application support.Record all requests for service and all scheduled maintenance in IT-Pointe system.Capture all information related to the problem being recorded (screen shots, workflow leading up the problem, computer environment where the problem occurred (OS, Java level, IE, etc)Escalate those IT tickets requiring additional resources when necessary.Quickly and accurately determine incident or problem scope and impact.Follow up on tickets at pre-defined intervals until resolved.Act as liaison between end user and technical escalation team when tickets reach level 2 or level 3 support.
Provide for a consistent single view and access point for the organizations IT related problems.Provide first level support for EHR corrections and supportAssist and document any EHR inquiries (process and results)Assist in documenting and resolving any EHR application errorsResponsible for computer support and diagnostics:Assist in rotation or installation of new equipment into the field when called upon to do so.Be able to diagnose computer hardware and software problems.Work with remote desktop connectivity to attach and correct PC problems from the main IT office.Assist in the software loading of applications and updates.Assist in maintaining minimal inventory of replacement parts for computer maintenance.
Participate in On-call rotation for support:Take on-call responsibilities for after-hour and weekend support.Be available to respond by limiting travel to within a 100 mile radius.Respond to all calls within a 15 minute time frame.Log all calls into the IT-Pointe System with start and end time.Diagnose and remedy problems to the satisfaction of the callerEngage and notify other resources as problem directs.
Support IT training initiatives for EHR and other business applications:Work and communicate with the Application Trainer for the design of new material related to application understanding and operations.Assist in creating and setting up of demos, test environments, and templates to assist Application Trainers and all trainers in becoming more proficient with the application they use and train on.Assist in training setup of computer equipment and video Other IT duties as deemed necessary should include but not be limited to the following:Assist Network Administrator in user setup when instructed.Assist in networking and server setup when deemed necessary.Participate in IT team meetings and initiatives.Participate in the strategic planning process for IT.Participate on committees deemed necessary to support standards and accreditations.Participate in Orientation Training for IT if deemed necessary.Provide application training when deemed necessary.Perform other duties as assigned by supervisor.
Administrative and Other Related Duties as assigned:Actively participates in Performance Improvement activities.Actively participates in AltaPointe committees as requested.Completes assigned tasks in a timely manner.Treats consumers with dignity and respect.Works in a cooperative manner with other AltaPointe employees.Follows AltaPointe policies and procedures.
Qualifications: Associate Degree or a minimum of 2 years computer support experience required.
Minimum of one year experience working in a Windows client/server environment, proficiency in using Microsoft Operating System and related applications Working knowledge of computer architecture, software upgrades, system configurations, and peripheral devices required.
Experience supporting business applications in a healthcare environment preferred.