Professional who provides technical support and assistance to customers, on the phone or in person related to computer systems, hardware, and software. Their primary intention is to ensure a client’s satisfaction and ability to properly operate computers, printers and other technology by responding to questions and providing technical assistance.
System Specific Duties and Responsibilities:
- Responding to questions on the phone, via email, in person, or through remote access.
- Offering technical assistance with the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
- Installing new software and hardware systems as needed.
- Overseeing new system installation and setup and customizing PCs to meet the needs of the Center for Education staff.
- Provides references for users by possibly writing and maintaining user documentation, providing help desk support.
- Answers support calls in a respectful manner and logs tickets timely to help track and audit customer issues.
- Provides immediate troubleshooting assistance when necessary to ensure continued efficient operation of the systems.
- Demonstrates patience when working with customers for support.
- Works independently under general direction of supervisor.
- Attends meetings as requested to help learn and support customer needs.
- Communicate in a clear and concise manner to aid in customer understanding of system functionality.
- Create or log an enhancement for creation of specialized queries at the request of nurse managers.
- Use positive language to create positive perceptions about company, software and service.
- Maintain a positive persona even when dealing with frustrated customers in no win situations.
- Maintain good time management for processes and projects and be transparent.
- Document issue resolution well and communicate to peers for improved support.
- Don’t accept the “status quo” as a customer solution, but strive for service excellence in process and practice.
- Performs other functions as requested.
Qualifications
Education:
- An Associate's degree in computer science or related field.
- A strong working knowledge of computer systems, hardware, and software.
- Good problem-solving, analytical, and team-working skills.
- Excellent communication and interpersonal skills.
- An openness to learning new technologies.
Experience
- Degree in Health Information Systems or related field preferred; or college level study leading to certification in related field.
- 3 years education + 3 years work experience
- 2 years education + 5 years work experience
- 1 year education + 7 years work experience
- 0 college education + 9 years work experience
The kind of position-related experience includes:
- Effective communication skills with ability to communicate in a clear and concise manner.
- Strong oral and written communication skills with ability to maintain composure in difficult and complex communications with physicians and other professionals.
- Knowledge of State and Federal (HIPAA) laws pertaining to confidentiality of protected health information.
- Advanced knowledge of and ability to use computers including various software programs such as word processing, spreadsheets and databases.
- Effective human relations abilities:
- Ability to collaborate within alliances and promote teamwork.
- Ability to ensure a high level of customer satisfaction including employees, patients, visitors, faculty, referring physicians and external stakeholders.
- Detail oriented and ability to be self-motivated to complete duties in a timely manner.
- Ability to work in a team environment and to collaborate with a variety of professionals.
- Techniques and problem analysis/resolution skills.
- Ability to instruct and motivate employees and identify areas in need of improvement.
- Ability to work occasional off-hours schedules as required.
- Critical thinking: looking at documents and or electronic information
- Attention to detail with strong organizational skills.
- Work on multiple tasks at any one time while maintaining high quality standards.
- Experience providing customer/department/end-user support of health information systems.
