HH Health System

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IT Customer Support Specialist, PRN, Days

Hospital Decatur Morgan Hospital
Requisition ID
2025-67145
Position Type
PRN - 10 perc. Differential
Department Number
DM-83002
Department Name
DM Info Systems

Overview

Job Summary:  The IS Service Desk Coordinator assists in supporting technical components of the various information systems and telecommunications systems used at DMH.  This includes facilitating the completion of work order tasks for repair and implementation of information systems and communications equipment, as well as providing first line of support for analysis, initial troubleshooting, as well as resolution of selected Level I technical issues, and if necessary, escalating issues to the appropriate next level of support for resolution.

 

Demonstrates through behavior Decatur Morgan Hospital’s mission, vision and values.

Responsibilities

Key Responsibilities / Essential Functions

 

  1.      Organizes help desk activities to assist all Information Technology and Communications staff in promptly identifying and resolving system issues
  2.   Assists in the assignment of service requests, and assures requests are addressed promptly.
  3. Provides first line of support for selected inbound requests from users, including analysis, and initial troubleshooting.
  4. Utilizes critical thinking to make every effort to provide efficient resolution of Level I technical issues at the help desk level, to include Operating System errors, supported software issues, printers, scanners, and basic networking functions, in order to meet service level agreement goals of the department.
  5. Utilizes remote control tools to provide interactive and efficient support to users when analyzing and resolving technical issues.
  6. Makes determination regarding the need to escalate more complex technical issues to next level of support, and assigns these issues accordingly in the ticket system, complete with all necessary documentation gathered at the help desk level to support effective and timely resolution.
  7. Opens and monitors events tickets with all IS employees as well as external vendors to document user problems and follow through to resolution.
  8. Orders and maintains sufficient level of supplies necessary for the efficient operation of the department.
  9. Efficient in all aspects of handling reports, including printing, generating, decollating, sorting and distributing.
  10. Completes special projects and/or assignments as required to support staff and/or departmental operations.
  11. Completes special projects as requested by the IS Operations Supervisor or IS Director.

Qualifications

Minimum Knowledge, Skills, Experience Required: Basic computer knowledge; basic Operating System and networked environment knowledge; critical thinking and analysis skills in a technical environment; working knowledge of Microsoft Office; keyboarding skills.

Education:  High school diploma; Associates Degree and/or technical certifications highly desirable

 

Experience:  Previous healthcare and/or Service Desk experience highly desirable

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