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Company

Eisenhower Health
Address , Rancho Mirage, 92270, Ca
Employment type FULL_TIME
Salary
Expires 2023-10-04
Posted at 9 months ago
Job Description
  • Assists in special projects and resolution of project issues as needed
  • Researches, resolves, and responds to questions received via telephone calls, emails and web in a timely manner, in accordance with current documented procedures
  • Assists in maintaining hardware and software inventory by updating the Configuration Item listing in SDE
  • Preferred: 1 year previous experience with Help Desk in a hospital setting
  • Achieves Service Level Agreements (SLA) and works to attain the team Service Level Agreements’ for customer service measured on a monthly basis. 65% or greater FLR. 75% or greater SR:Call Ratio. 4.85 or greater survey average.
  • Provides level I computer assistance to computer system end-users
  • Create new procedures and update existing procedures in the help desk Knowledgebase software to assist with the resolution of Help Desk calls
  • Essential Responsibilities
    • Demonstrates compliance with Code of Conduct and compliance policies, and takes action to resolve compliance questions or concerns and report suspected violations.
    • Provides level I computer assistance to computer system end-users
    • Provides an excellent service desk experience to all customers
    • Maintains the Help Desk Support Request queues and works through all self-service tickets
    • Provides desktop/laptop/mobile computer hardware and software support
    • Assists in continual quality improvement of Help Desk and Information Systems department
    • Provides timely and effective documentation in EMC’s Knowledgebase
    • Assists in the resolution of support requests to decrease downtime and to bring about high levels of satisfaction to each customer
    • Researches, resolves, and responds to questions received via telephone calls, emails and web in a timely manner, in accordance with current documented procedures
    • Create new procedures and update existing procedures in the help desk Knowledgebase software to assist with the resolution of Help Desk calls
    • Use the contents of the Knowledgebase and help desk software to assist with resolving Help Desk calls
    • Assists in maintaining hardware and software inventory by updating the Configuration Item listing in SDE
    • Assists team members with knowledge transfer by creating, reviewing, updating Knowledgebase articles
    • Own and lead one or multiple projects that will lead to an overall enhancement of quality or efficiency for the Help Desk
    • Assists in special projects and resolution of project issues as needed
    • Create Support Request tickets that include the required contact information, clear description of issue, and assigned or resolved appropriately
    • Achieves Service Level Agreements (SLA) and works to attain the team Service Level Agreements’ for customer service measured on a monthly basis. 65% or greater FLR. 75% or greater SR:Call Ratio. 4.85 or greater survey average.
      • Performs other duties as assigned.
  • Create Support Request tickets that include the required contact information, clear description of issue, and assigned or resolved appropriately
  • Qualifications
      Education
      • Preferred: 1 Year college or greater
      Licensure/Certification
      • Preferred: Microsoft MCP A+, NET+ 1
      Experience
      • Required: 1 year of proven Help Desk experience with a preference for hospital or healthcare environment
      • Preferred: 1 year previous experience with Help Desk in a hospital setting
  • Provides desktop/laptop/mobile computer hardware and software support
  • This position is responsible for providing quality and rapid computer support with a high degree of customer satisfaction as the initial point of contact for over 2600 internal customers working on 3700 computers supporting over 400 software applications at the EMC Information Systems Help Desk.
  • Assists team members with knowledge transfer by creating, reviewing, updating Knowledgebase articles
  • Use the contents of the Knowledgebase and help desk software to assist with resolving Help Desk calls
  • Help Desk Manager
  • Provides an excellent service desk experience to all customers
  • Reports to
    • Help Desk Manager
  • Blood Borne Pathogens
    • None
  • Job Objective: A brief overview of the position.
    • This position is responsible for providing quality and rapid computer support with a high degree of customer satisfaction as the initial point of contact for over 2600 internal customers working on 3700 computers supporting over 400 software applications at the EMC Information Systems Help Desk.
  • Preferred: 1 Year college or greater
  • None
  • Provides timely and effective documentation in EMC’s Knowledgebase
  • Required: 1 year of proven Help Desk experience with a preference for hospital or healthcare environment
  • Preferred: Microsoft MCP A+, NET+ 1
  • Maintains the Help Desk Support Request queues and works through all self-service tickets
  • Demonstrates compliance with Code of Conduct and compliance policies, and takes action to resolve compliance questions or concerns and report suspected violations.
  • Assists in continual quality improvement of Help Desk and Information Systems department
  • Ages of Patients
    • None
  • None
  • None
  • Supervises

    • None

  • Own and lead one or multiple projects that will lead to an overall enhancement of quality or efficiency for the Help Desk
  • Assists in the resolution of support requests to decrease downtime and to bring about high levels of satisfaction to each customer

Location: Eisenhower Health · Information Systems
Schedule: Full Time, Nights, 10 Hour Shift