Service Desk Associate

Northside Hospital is award-winning, state-of-the-art, and continually growing. Constantly expanding the quality and reach of our care to our patients and communities creates even more opportunity for the best healthcare professionals in Atlanta and beyond. Discover all the possibilities of a career at Northside today.

1. Answer Help Desk telephone during regular business hours; provide courteous, prompt, professional service under all circumstances.

2. Maintain FIM/SIM for STAR application; perform primary data entry function, ensure quality of data entry process, and route Change Request forms appropriately

3. Research and resolve problems and questions regarding PC configurations and hardware, printers, desktop applications, core clinical and financial systems, and other general system issues. Provides software education to employees.

4. Accurately log, prioritize, queue, track, and follow-up on calls utilizing MIS Help Desk Software. Calls which cannot be quickly resolved by the Help Desk Analyst will be queued to support personnel in Technical Services, Applications, or Operations as appropriate.

5. Regularly review open calls and follow-up with support staff to ensure all issues are being addressed in a timely manner. Escalate calls as appropriate to other staff or management.

6. Review all open calls on a regular basis to ensure quality control; correct and update call information as necessary; identify trends or training opportunities.

7. Implement, maintain, and support MIS Help Desk software application. Train other MIS personnel on usage and perform upgrades as necessary.

8. Produce regular and on-demand call tracking reports for management.

9. Assist Micro-Systems group in working and resolving support calls as time permits.

10. Maintains complete confidentiality of all information and data.

11. Practices proper safety techniques in accordance with hospital and departmental policies and procedures. Immediately reports any mechanical or electrical equipment malfunctions, unsafe conditions, or employee/patient/visitor injuryaccident to Manager.

KNOWLEDGE SKILLS AND ABILITIES/LICENSE OR CERTIFICATION REQUIRED

1. One (1) year professional work experience in an Information Systems environment

2. Experience with Microsoft Office, Windows Operating Systems, and SMS or other Remote Control Tools

3. Possess excellent organizational, technical and analytical skills

4. Ability to work effectively with others as a team, communicate effectively, and maintain courteous and professional demeanor and attitude at all times under stressful conditions

5. Ability to read, write, and follow detailed written and oral instructions

6. Must possess strong 10-key / data entry skills

KNOWLEDGE SKILLS AND ABILITIES/LICENSE OR CERTIFICATION PREFERRED

1. B.S. or Associate degree in Information Systems or other related field (or comparable level of formal education)

2. One (1) year experience in a healthcare MIS environment providing help desk support to end-users

3. Experience with McKesson's Horizon Clinicals or Cerner or STAR, Pathways Interface Manager or ADP eTime Time & Attendance application or Problem Tracking Software.

4. Ability to write in a professional and concise manner; ability to effectively communicate concepts and procedures in a written format

5. Work experience in an Information Systems environment. Experience with Microsoft Office or Windows 10 or Windows NT, or Windows 2000, as well as PC and printer hardware.