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Reports to the Manager, Technical Support or Director, Information Systems. Provides first-line user support and delivers quality customer service to Beacon Health System Help Desk customers. Receives requests, analyzes and diagnoses hardware and software problems, resolves problems, and answers questions. When necessary, directs inquiries or escalates problems to the appropriate staff. Utilizes problem management databases and Help Desk systems to troubleshoot service problems and provide immediate technical support.

• MISSION: We deliver outstanding care, inspire health, and connect with heart.
• VALUES: Trust. Respect. Integrity. Compassion.
• SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.

Provides first-line user support and delivers quality customer service to Help Desk customers by:

• Answering, evaluating and prioritizing all requests for assistance - - incoming telephone calls, voice mails, e-mails, in-person requests, etc.
• Interviewing the customer to gather information about the question and/or problem. If appropriate, leading the customer through procedures to diagnose the problem.
• Utilizing problem management databases and Help Desk systems to troubleshoot service problems and provide immediate technical support. Refers more-complex issues to appropriate staff.
• Determining the source of the hardware, network or application question or problem. Then researching, isolating, analyzing, troubleshooting, providing a solution, and following up to ensure resolution.
• Logging and tracking requests, using the call tracking database and thoroughly documenting all resolution activity. Populating the IS knowledge base with solutions to common problems.
• Providing information to the appropriate IS staff for use in eliminating recurring problems. Also, documenting the information in the IS knowledge base.
• Serving as IS customer liaison by interacting with customers at their work sites as assigned.
• Noting trends in questions received by the Help Desk. Also, sharing this information with management so additional training can be provided.

Supports the overall operations of the IS Department by:

• Assigning appropriate case level to incidents and assigning appropriate response levels.
• Providing incident history, occurrence information, and reports to IS staff.
• Providing basic Help Desk training and application support to IS staff.
• Assisting with the diagnosis and resolution of unusual incidents.
• Communicating work-around solutions to IS staff.
• Participating in IS project implementations and providing project go-live assistance.
• Performing system access functions, as assigned, following Beacon security processes and procedures.

Helps to improve Help Desk operations by:

• Improving the information included in the 'scripts' used by the Help Desk Analysts. Also, reviewing and editing the problem resolution text.
• Participating in generating Help Desk statistical reports.
• Recommending and participating in developing procedures and guidelines for the Help Desk.
• Maintaining Help Desk equipment and supplies.
• Presenting ideas for software enhancement to IS management.
• Participating in the development of Help Desk staff schedules, including time on the Help Desk, performing on-site customer service, and shadowing IS staff and customers.

Performs other functions to maintain personal competence and contribute to the overall effectiveness of the department by:

• Providing excellent customer service at all times. Also, maintaining high customer satisfaction by delivering quality customer service as measured by customer satisfaction surveys and/or other measures approved by IS management.
• Completing other job-related duties and special projects as assigned.

Associate complies with the following organizational requirements:

• Attends and participates in department meetings and is accountable for all information shared.
• Completes mandatory education, annual competencies and department specific education within established timeframes.
• Completes annual employee health requirements within established timeframes.
• Maintains license/certification, registration in good standing throughout fiscal year.
• Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.
• Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.
• Adheres to regulatory agency requirements, survey process and compliance.
• Complies with established organization and department policies.
• Available to work overtime in addition to working additional or other shifts and schedules when required.

Commitment to Beacon's six-point Operating System, referred to as The Beacon Way:

• Leverage innovation everywhere.
• Cultivate human talent.
• Embrace performance improvement.
• Build greatness through accountability.
• Use information to improve and advance.
• Communicate clearly and continuously.

Education and Experience

• The knowledge, skills and abilities as indicated below are normally acquired through the successful completion of an Associate's degree in Computer Science or a computer-related field from an accredited college or university (or equivalent course work and/or technical training). A minimum of two years of help desk or related experience (in the repair and/or diagnosis of PC hardware and peripherals) is required.

Knowledge & Skills

• Requires knowledge of basic networking concepts and demonstrated proficiency in using personal computers.
• Knowledge of the various applications/tools/utilities currently used by Beacon is desirable.
• Requires the organization and time management skills necessary to prioritize requests and manage customer service expectations.
• Requires the strong analytical, problem-solving and decision-making skills needed to identify problems and deliver solutions in a timely manner.
• Demonstrates the ability to work pro-actively and independently as a member of a team.
• Demonstrates the interpersonal and communication skills, both verbal and written, necessary to communicate and work with IS staff, customers, vendors, and service personnel in a professional, clear, courteous, and responsive manner.

Working Conditions

• Works in an office environment.
• May experience some mental/visual fatigue due to continued use of computer equipment.
• Requires the ability to work a flexible schedule. Hours/shifts include weekends and holidays, and shifts may vary occasionally to ensure customers' needs are met.
• Requires ability to take on call rotation and work occasional overtime in order to meet the demands associated with the position.

Physical Demands

• Requires the physical ability and stamina (i.e., to sit, stand and/or walk for prolonged periods of time, lift, hold and carry objects weighing up to 30 pounds, use common computer hand tools, etc.) to perform the essential functions of the position.