Help Desk Analyst (382)
Company Name:
Mercy Health System
Help Desk Analyst (382)
Department: INFORMATION SYSTEMS (11998180)
Schedule: Full time
Shift: Day Shift
About Facility:
Hours: Monday - Friday availability,weekend rotations,if needed
Job Details:
- Associates Degree Required
JOB SUMMARY
Position focuses on providing curteous and effective support to users of MHS Information Systems, primarily over the telephone or via email. Responsibilities are centered on providing application assistance and basic hardware and software support to end users, responding to end user service requests, some end user training and some daily computer operations duties.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The Help Desk Analsyt is a first point of contact with the IS department for all customer support contacts. Excellent customer relation and organization skills are a must. The position requires excellent phone etiquette and the ability to work with frustrated customers.
Primary responsibilities include:
- Providing phone and email support to end users for hardware and software failures
- Assisting end users with using the Epic EMR and other enterprise applications
- Responding to service requests, including password resets or system access requests
- Prioritizing incidents based on end-user urgency and organizational impact
- Escalation of issues within the department as needed
- Ownership of incidents to ensure timely incident resolution
- Management of end-user relationships to ensure user satisfaction
- Accurately logging incident details and documenting resolutions
- Remotely connect to end user workstations to aid in troubleshooting of issues as needed
- Regularly monitoring incoming email, voicemail and other lower priority service request and failure channels
- Provide documentation on new and existing applications, produects and services for inclusion in the internal department Knowledge Base
Other duties may include basic hardware troubleshooting or repair, basic computer operation tasks as assigned, creation of documentation for end users, and end user training. Occasional travel to other Mercy locations is required.
May be required to work flexible hours. Participation in an on-call rotation is required. Performs other duties as assigned.
AGE OF PATIENT POPULATION
Not Applicable
COMPETENCIES
To perform the job successfully, an individual should demonstrate the following competencies:
Quality- Follows policies and procedures; Adapts to changes in the environment; Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance.
Service- Responds promptly to requests for service and assistance; Communicates clearly and respectfully; Meets commitments; Abides by MHS confidentiality and security agreement; Shows respect and sensitivity for cultural differences.
Partnering- Supports organization's goal and values; Exhibits objectivity and openess to other's views; Gives and welcomes feedback; Contributes to building a positive team spirit; Seeks to improve own skills and knowledge; Generates suggestions for improving work.
Cost- Conserves organization resources.
Analytical- Uses intuition and experience to complement data.
Problem Solving- Identifies and resolves problems in a timely manner; Seeks opportunities to define resolutions to undocumented problems to meet department and personal first call resolution (FCR) goals.
Technical Skills- Pursues training and development opportunities; Strives to continuously build knowledge and skills of supported products.
Interpersonal Skills- Maintains confidentiality; Listens to others without interrupting; Remains open to others' ideas and tries new things; Maintains professional attitude.
Oral Communication- Speaks clearly and professionally in positive or negative situations; Listens and gets clarification; Responds well to questions.
Written Communication- Writes clearly and informatively; Edits work for spelling and grammar; Able to read and interpret written information.
Judgement- Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Maintains awareness of calls queued and adjusts behavior to meet abandonment rate goals.
Motivation- Acts as advocate for user within the IS deaprtment; Deeks out relevant education opportunities both internally and externally.
Quantity- Completes work in timely manner; Maintains proficiency with applications and processes to handle calls in the most efficient manner to maintain peersonal and department productivity goals.
Attendance/Punctuality- Is consistently at work and on time.
Dependability- Completes tasks on time or notifies appropriate person with an alternate plan; Requests assistance when needed.
Initiative- Volunteers readily; Seeks increased responsibilities; Offers to help out when needed.
EDUCATION, TRAINING, & EXPERIENCE
Experience with PCs, printers, networking and Microsoft operating systems required. Strong skills troubleshooting software and hardware problems beneficial.Previous customer service or contact center experience preferred.
Experience in a Health Care-related field with end user knowledge of scheduling, billing, or order entry applications helpful
Associate degree in computer science, information systems support or related fields or equivalent experience and computer training required. Bachelor's degree preferred.
CERTIFICATION/LICENSURE
Microsoft, A+, or similar is helpful but not required.
WORK ENVIRONMENT
OSHA Exposure Category C: While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and risk of electrical shock. The noise level in the work environment is usually quiet.
INFORMATION ACCESS
Partner may access patient care information needed to perform their job duties.
Partner may access financial data.
Partner may access human resources data.
Partner may access strategic and planning data.
WORK CONTACT GROUP
Software and hardware vendors, other hospital and clinic partners, including both professional, clinincal, physicians, and other support staff. Generally little to no direct patient contact.
SPECIAL PHYSICAL DEMANDS
While performing the duties of this job the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. Heavy and repetitive keyboard use is required. The employee is frequently required to sit. The employee must be able to listen to and talk to others on the telephone. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.
LEVEL OF SUPV/SUPERVISES
This job has no supervisory responsibilities.
OTHER QUALIFICATIONS
To perform this job successfully, an individual should minimally be comfortable and at ease with computer systems and have knowledge current Microsoft operating systems. An individual should also have basic understanding of the use and nature of computer hardware including networking basics. Working knowledge of other Mercy Health System software applications is helpful.
Satisfactory performance is measured in comparison to specific metrics supporting initiatives in Quality, Service, Partnering and Cost. Performance is also measured in customer survey respones tools and direct feedback from users Position works with minimal supervision and relies on timely and frequent communication with other Information Systems partners to communicate out of the ordinary events or happenings during the shift.
May need to make decisions in order to adapt to routine situations.
Will be required to be on-call during evenings and on weekends, and occasionally to work weekend or evening hours. Performs other duties as assigned.
Internal candidate bids will include a review of previous evaluations.
EOE&AA/M/F/Vet/Disabled. Mercy is an equal employment opportunity employer functioning under Affirmative Action Plans.Estimated Salary: $20 to $28 per hour based on qualifications.
Mercy Health System
Help Desk Analyst (382)
Department: INFORMATION SYSTEMS (11998180)
Schedule: Full time
Shift: Day Shift
About Facility:
Hours: Monday - Friday availability,weekend rotations,if needed
Job Details:
- Associates Degree Required
JOB SUMMARY
Position focuses on providing curteous and effective support to users of MHS Information Systems, primarily over the telephone or via email. Responsibilities are centered on providing application assistance and basic hardware and software support to end users, responding to end user service requests, some end user training and some daily computer operations duties.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The Help Desk Analsyt is a first point of contact with the IS department for all customer support contacts. Excellent customer relation and organization skills are a must. The position requires excellent phone etiquette and the ability to work with frustrated customers.
Primary responsibilities include:
- Providing phone and email support to end users for hardware and software failures
- Assisting end users with using the Epic EMR and other enterprise applications
- Responding to service requests, including password resets or system access requests
- Prioritizing incidents based on end-user urgency and organizational impact
- Escalation of issues within the department as needed
- Ownership of incidents to ensure timely incident resolution
- Management of end-user relationships to ensure user satisfaction
- Accurately logging incident details and documenting resolutions
- Remotely connect to end user workstations to aid in troubleshooting of issues as needed
- Regularly monitoring incoming email, voicemail and other lower priority service request and failure channels
- Provide documentation on new and existing applications, produects and services for inclusion in the internal department Knowledge Base
Other duties may include basic hardware troubleshooting or repair, basic computer operation tasks as assigned, creation of documentation for end users, and end user training. Occasional travel to other Mercy locations is required.
May be required to work flexible hours. Participation in an on-call rotation is required. Performs other duties as assigned.
AGE OF PATIENT POPULATION
Not Applicable
COMPETENCIES
To perform the job successfully, an individual should demonstrate the following competencies:
Quality- Follows policies and procedures; Adapts to changes in the environment; Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance.
Service- Responds promptly to requests for service and assistance; Communicates clearly and respectfully; Meets commitments; Abides by MHS confidentiality and security agreement; Shows respect and sensitivity for cultural differences.
Partnering- Supports organization's goal and values; Exhibits objectivity and openess to other's views; Gives and welcomes feedback; Contributes to building a positive team spirit; Seeks to improve own skills and knowledge; Generates suggestions for improving work.
Cost- Conserves organization resources.
Analytical- Uses intuition and experience to complement data.
Problem Solving- Identifies and resolves problems in a timely manner; Seeks opportunities to define resolutions to undocumented problems to meet department and personal first call resolution (FCR) goals.
Technical Skills- Pursues training and development opportunities; Strives to continuously build knowledge and skills of supported products.
Interpersonal Skills- Maintains confidentiality; Listens to others without interrupting; Remains open to others' ideas and tries new things; Maintains professional attitude.
Oral Communication- Speaks clearly and professionally in positive or negative situations; Listens and gets clarification; Responds well to questions.
Written Communication- Writes clearly and informatively; Edits work for spelling and grammar; Able to read and interpret written information.
Judgement- Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Maintains awareness of calls queued and adjusts behavior to meet abandonment rate goals.
Motivation- Acts as advocate for user within the IS deaprtment; Deeks out relevant education opportunities both internally and externally.
Quantity- Completes work in timely manner; Maintains proficiency with applications and processes to handle calls in the most efficient manner to maintain peersonal and department productivity goals.
Attendance/Punctuality- Is consistently at work and on time.
Dependability- Completes tasks on time or notifies appropriate person with an alternate plan; Requests assistance when needed.
Initiative- Volunteers readily; Seeks increased responsibilities; Offers to help out when needed.
EDUCATION, TRAINING, & EXPERIENCE
Experience with PCs, printers, networking and Microsoft operating systems required. Strong skills troubleshooting software and hardware problems beneficial.Previous customer service or contact center experience preferred.
Experience in a Health Care-related field with end user knowledge of scheduling, billing, or order entry applications helpful
Associate degree in computer science, information systems support or related fields or equivalent experience and computer training required. Bachelor's degree preferred.
CERTIFICATION/LICENSURE
Microsoft, A+, or similar is helpful but not required.
WORK ENVIRONMENT
OSHA Exposure Category C: While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and risk of electrical shock. The noise level in the work environment is usually quiet.
INFORMATION ACCESS
Partner may access patient care information needed to perform their job duties.
Partner may access financial data.
Partner may access human resources data.
Partner may access strategic and planning data.
WORK CONTACT GROUP
Software and hardware vendors, other hospital and clinic partners, including both professional, clinincal, physicians, and other support staff. Generally little to no direct patient contact.
SPECIAL PHYSICAL DEMANDS
While performing the duties of this job the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. Heavy and repetitive keyboard use is required. The employee is frequently required to sit. The employee must be able to listen to and talk to others on the telephone. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.
LEVEL OF SUPV/SUPERVISES
This job has no supervisory responsibilities.
OTHER QUALIFICATIONS
To perform this job successfully, an individual should minimally be comfortable and at ease with computer systems and have knowledge current Microsoft operating systems. An individual should also have basic understanding of the use and nature of computer hardware including networking basics. Working knowledge of other Mercy Health System software applications is helpful.
Satisfactory performance is measured in comparison to specific metrics supporting initiatives in Quality, Service, Partnering and Cost. Performance is also measured in customer survey respones tools and direct feedback from users Position works with minimal supervision and relies on timely and frequent communication with other Information Systems partners to communicate out of the ordinary events or happenings during the shift.
May need to make decisions in order to adapt to routine situations.
Will be required to be on-call during evenings and on weekends, and occasionally to work weekend or evening hours. Performs other duties as assigned.
Internal candidate bids will include a review of previous evaluations.
EOE&AA/M/F/Vet/Disabled. Mercy is an equal employment opportunity employer functioning under Affirmative Action Plans.Estimated Salary: $20 to $28 per hour based on qualifications.
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