Help Desk Analyst

This position must meet all the requirements of a System Analyst II as well as specific detailed functions explained below in the qualifications section for the HIS department. Supports the Hospital Information Systems Customer Service Team in projects and assists in processing issues reported to the Bureau's Help Desk via telephone calls, walk-ins, voice mails, faxes, and emails- escalating issues through proper channels. JOB DUTIES (List in order of importance) 1. Provide friendly and efficient Customer Service. 2. Provide clerical, administrative, and organizational support as authorized by the Help Desk Manager. 3. Maintain Help Desk Manuals, updating contact and location sheets and compiling support policies and procedures as needed by Help Desk Manager. a. Answer, log, and track issues/requests as received. b. Evaluate the severity of the customer's issue or request. c. Attempt to solve problems over the phone whenever possible and practical d. Assign calls to appropriate individual(s) or queue based upon information gathered. e. Follow up with customer to confirm that: issues have been resolved in a satisfactory manner or; communicate what action(s) have been taken to reach a resolution. 4. Function as a team player. QUALIFICATIONS 1. Strong customer focus and excellent communication skills, 2. Must, possess an Associate Degree or 2 years of college level courses. 3. Must possess 2 +years’ experience working in a Help Desk environment. 4. Must possess experience utilizing remote control tools in an effort to resolve problems. 5. A + certification preferred. 6. Work experience in a health care environment is preferred. 7. Must demonstrate the ability to pay close attention to detail. 8. Ability and willingness to follow procedures and contribute to improving processes. EDUCATION 1. Associate degree or 2 years of college level courses. 2. Minimum of 2 years’ work experience in a Customer Service and/or Information Technology environment. 3. Work experience in a health care environment preferred. 4. A+ Certification preferred. The above statements are intended to describe the general nature and level of the work being performed by people assigned this job. They are not exhaustive lists of all duties, responsibilities, knowledge, skills, abilities, and working conditions associated with it. Physical and Environmental Demands This position is functioning within a healthcare environment. The incumbent is responsible for adherence to all hospital and department specific safety requirements. This includes but is not limited to the following policies and procedures: complying with Personal Protective Equipment requirements, hand washing and sanitizing practices, complying with department specific engineering and work practice controls and any other work area safety precautions as specified by hospital wide policy and departmental procedures. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the personnel so classified. For purposes of the American with Disabilities Act, “Typical Duties” are essential job functions.