Job Summary

The Customer Support Specialist provides support to Huntsville Hospital users with exceptional customer service, technical expertise, and timeliness.  The Customer Support Specialist is the customer’s first line of support within the HH IT support community.  The CSS’s role encompasses problem reception and documentation, tier 1 troubleshooting, resolution of tier 1 issues as well as escalations to higher levels for complex problems as needed.  In all instances, the CSS is the advocate for the user and must possess a patient, helpful demeanor at all times.  The CSS is also responsible for assisting with the coordination of IT support work orders and projects as needed.  The CSS is responsible for effective support and guidance of network clients, hospital employees, connected HGA affiliates, and others as updates/changes occur.

Key Responsibilities / Essential Functions

1. Researches, resolves, and responds to questions received via telephone calls regarding telephone, wiring, hardware, software applications, or system issues. Resolves the problem on line, routes the call to the appropriate support member, or opens a work order for the appropriate department to action.
2. Password resets utilizing internal Security controls
3. Remote Access Support
4. EMR position/membership adjustments
5. Active Directory Modifications/Unlocks
6. Email account maintenance
7. User EMR training support
8. Provides creative solutions to user problems to ensure user satisfaction and productivity utilizing all shared resources and staff based training.
9. Acquires and maintains knowledge of current support policies and methods of support delivery, to provide technically accurate solutions to users.
10. Enhances and develops quality support methods and communication skills through coaching, feedback and other developmental approaches.
11. Monitors work orders and create reports as necessary.
12. Completes computer training at all opportunities, i.e. orientation, Plus Class, scheduled classes, individual training, etc.
13. Maintains e-mail and scheduling accounts.

Availability as needed for additional coverage requirements.

Minimum Knowledge, Skills, Experience Required

Education:

Bachelor's preferred from an accredited college or university with emphasis in Computer Science.  Equivalent experience may be accepted in lieu of degree.

Experience:

Extensive customer service experience required. Health field experience desirable.  Previous help desk experience preferred.  Extensive experience with Windows 95/98/2000 and MS Office products required.

Additional skills/abilities:

• Knowledge of computer operating systems, hardware & software
• Analytical thinking/reasoning skills
• Ability to work well with others
• Thoroughness in your work product with attention to detail
• Strong follow-up skills
• Excellent Verbal and Written communication skills

Flexible/Ability to pivot quickly as things grow and/or change in process or workflow

Highlights of our hospitals

Huntsville Hospital was recently named Best Regional Hospital and #2 in Alabama by U.S. News & World Report. With 971 beds, a specialized Orthopedic & Spine Tower, a Level III Regional Neonatal ICU, and the largest Emergency Department and Level 1 Trauma Center in the state with our own specialized Red Shirt Trauma Program, there are many opportunities to apply your knowledge and skills. We are a certified Primary Stroke Center and named "One of the Top 100 Hospitals in the Nation with Great Heart Programs." From six cath labs and four EP labs to multiple medical and step-down units, you can continually grow your skillset! We offer a training center on campus for continuing education, Shared Governance Program, Clinical Ladder for professional development, The Daisy Award, and if  you are a new grad, a Nurse Residency Program to help you transition from student to professional nurse. We care about you and your well-being by offering an excellent benefits package, childcare, health and wellness programs, an onsite employee pharmacy, a free health clinic, tuition assistance, and much more. We are committed to creating a diverse environment and proud to be an equal opportunity employer. We are a partner to the U.S. Army’s Partnership for Your Success (PaYS) program. 
Ask us about incentives and additional opportunities.

Huntsville Hospital Benefits:

We are committed to providing competitive benefits. Our benefits package for eligible employees includes medical, dental, vision, life insurance, flexible spending; short term and long term disability; several retirement account options with 401K organization match; nurse residency program; tuition assistance; student loan reimbursement; On-site training and education opportunities; Employee Discounts to phone providers, local restaurants, tickets to shows, apartment application and much more!

 Learn more about Huntsville Hospital Health System:

• Careers: https://careers.hhsys.org/careers-home
• Benefits: https://careers.hhsys.org/us/en/benefits
• Education & Professional Development: https://www.huntsvillehospital.org/education
• Life In Huntsville: https://www.huntsvillehospital.org/about-huntsville-al