Service Desk Technician

DEPARTMENT: TECHNOLOGY INFRASTRUCTURE SVC

FACILITY: Data Center

WORK TYPE: Full Time

SHIFT: Daytime

SUMMARY:

The Service Desk Technician's role is to ensure prompt and friendly service to the end user, for them to complete their business tasks. This job includes triaging calls, documenting tickets when needed, resetting of passwords and general assistance to end users.

RESPONSIBILITIES:

• Receives incoming help requests from end users via both telephone and ticket system in a courteous manner.
• Documents all pertinent information into Service Desk system for received tickets.
• Prioritizes and escalates problems (when required) to the appropriate person.
• Identifies and learns appropriate software and hardware used and supported by the organization.
• Performs password resets.
• Takes in-coming support calls and assists users when possible.
• Sends out template email to TRHS users when a downtime occurs and changes phone message during outage.
• Routes FTP files as appropriate.
• Keeps abreast of pertinent federal, and state regulations and laws and Tift Regional Health System, Inc. ("TRHS") policies as they presently exist and as they change or are modified.
• Understands and adheres to: TRHS' compliance standards as they appear in TRHS's Corporate Compliance Policy, Code of Conduct and Conflict of Interest Policy; and HIPAA and TRHS policies regarding privacy and security of protected health information.
• Demonstrates the ability to perform tasks that meet the age-specific requirements of the persons, patients, vendors, and staff that the employee is charged to interact with as required by the position.
• Offers suggestions on ways to improve operations of department and reduce costs.
• Attends all mandatory education programs.
• Improves self-knowledge through voluntarily attending continuing education/certification classes.
• Maintains required competency levels as identified in written exams, skills checklists, skills labs, annual safety and health requirements as well as service excellence education hours requirements.
• Cross-trains in order to better assist co-workers and to provide maximum efficiency in the department.
• Volunteers/participates on hospital committees, functions, and department projects.
• Manages resources effectively.
• Reports equipment in need of repair in order to extend life of equipment and removes malfunctioning equipment out of service with timely reporting to the appropriate personnel.
• Makes good use of time so as to not create needless overtime.
• On call obligation as scheduled.

EDUCATION:

• High School Diploma or Equivalent

OTHER INFORMATION:

Experience working in customer service, specifically service desk and or healthcare environment preferred.

Southwell/Tift Regional Health System, Inc. is an Equal Opportunity Employer.