Summary:
- Serve as the first point of contact for users seeking technical assistance via phone, email, or help desk ticketing system.
- Troubleshoot and resolve hardware, software, and network-related issues for desktops, laptops, printers, and mobile devices.
- Support clinical applications (Epic) and ensure smooth operation for end users.
- Escalate unresolved issues to appropriate internal teams or vendors when necessary.
- Document issues, troubleshooting steps, and outcomes in the ticketing system.
- Assist with account provisioning, password resets, and access requests in accordance with hospital policies.
- Participate in system updates, hardware rollouts, and routine maintenance tasks.
- Maintain knowledge of HIPAA and hospital data security standards.
Education: Minimum requirement of an Associate's degree in Information Technology, healthcare or other related field.
Licensure/Certification: Must have a valid driver's license.
Experience: Minimum of 2 years experience in Information Technology. Experience in a call center, help desk, field support, or training role strongly desired. Experience in troubleshooting applications, hardware, software, and answering user questions. Knowledge working in a healthcare environment a plus. Basic knowledge and understanding of the Electronic Medical Record application is preferred (if service delivery vertical dictates). Must have outstanding verbal and written communication skills. Passion and dedication for service excellence and helping others is required. A strong desire to learn and instruct others is required. Must demonstrate skill and/or experience in problem solving and root-cause analysis of issues.