The goal for the IT Specialist – Help Desk (ITS-HD) is to achieve total end-user satisfaction by providing an exceptional customer service experience while resolving technical and software problems via telephone, remote control, email, or on-site support.  A person serving in this capacity helps end users navigate the best practices and standard DCH procedures for proper, secure usage of IT resources.

The ITS-HD serves as a key resource between DCH Health System departments, their contracted agencies and the Information Technology department.   Creates and updates policies and procedures related to the use, management, and support of technology/applications. 

1. To maximize Call Center and work queue availability by following Help Desk call center rules.
2. To provide support to end-users for PC, printer, applications, wireless, networking to the data closet and any other supported desktop hardware. Except in rare occasions, the support provided will be over the phone and using remote control software.
3. To restore service and/or identify and correct core problems by interacting as needed with other Information Technology teams, other DCH Departments, independent DCH business partners and vendor support personnel.
4. To simulate or recreate user problems to resolve operating difficulties.
5. To recommend systems modifications to reduce user problems.
6. To commit to fostering an environment of heightened security following Information Technology Security Policies and participating in security training, such as Health Insurance Portability & Accountability Act (HIPAA), on an annual basis.
7. To document progress and complete tasks in the support software, and respond to phone, radio, alerts and email notifications.  This process includes interviewing the customer, asking questions to clarify their needs, and checking the online knowledge base in order to improve subsequent troubleshooting.
8. To follow up daily on open cases, with emphasis on customer involvement and communication.
9. To use informed reasoning to resolve tasks and problems at the lowest point of escalation whenever possible, but also identifies when to seek help on more complex problems to intermediate and/or senior level staff or team leadership.
10. To ensure verbal handoff of escalated issues by radio or phone call.  Timely escalation is important, particularly in regards to patient safety, high priority or high volume situations.
11. To coordinate dialogue between the customer and multiple vendors to resolve problems.
12. To contribute to knowledge base articles, creating and updating documents as needed to improve resolution rates for the department.
13. To communicate technical or complex terms and explanations in user friendly, non-technical language.

Other Requirements

• Ability to be flexible with work schedule.
• May participate in after hours and weekend on-call coverage.

DCH Standards:

• Maintains performance, patient and employee satisfaction and financial standards as outlined in the performance evaluation.
• Performs compliance requirements as outlined in the Employee Handbook
• Must adhere to the DCH Behavioral Standards including creating positive relationships with patients/families, coworkers, colleagues and with self.

• Performs essential job functions in a manner that ensures the safety of patients, visitors and employees.
• Identifies and reduces unsafe practices that may result in harm to patients, visitors and employees.
• Recognizes and takes appropriate action to reduce risks and hazards to promote safety for patients, visitors and employees.

• Requires use of electronic mail, time and attendance software, learning management software and intranet.
• Must adhere to all DCH Health System policies and procedures.
• All other duties as assigned.

Required Minimum Qualifications:

One of: (Associates / Technical degree / IT certification in a related field) with 2 years of IT work experience. 

OR

High School / GED with 4 years of relevant IT work experience.

Higher level degrees, certifications and experience are preferred. 

Related skills, certifications and experience for a Client Support Specialist include: mid-level proficiency in some combination of call center support, personal computer, desktop hardware, networking, telecommunications, applications and/or operating system skills.

Must be able to read, write legibly, speak and comprehend English.

WORKING CONDITIONS

IT Specialist – Help Desk: This role occasionally involves physically active work.  Usually lifting and moving shipping boxes containing patient phones.  The IST-HD could be required, for coverage purposes, to perform Desktop Support duty, which involves  lifting 55 pounds and lifting and/or carrying such articles as printers, paper boxes, PC's, ladders and telephone hardware including sets and distribution system materials.  Desktop Support involves standing, walking, climbing ladders, pulling cables, drilling holes, and other mechanical duties that require sound motor skills. Requires being able to stoop, kneel, and crouch downward and forward by bending legs and spine.  Employee should be able to reach and extend hands and arms in any direction, bending, crawling, and stooping.  Proper protective equipment will be provided as work environments can include new construction, existing office spaces/desks and medical treatment areas. Has the ability to travel to all Health System facilities. Hearing and vision must be normal or corrected to within normal range.  Employee is able to perform these duties with or without reasonable accommodation.