Help Desk Analyst - Information Systems - Phoebe Putney Health System

Description

JOB SUMMARY

• The Help Desk Analyst I is responsible for the coordination and execution of the Information Systems Help Desk and Computer Operation functions. The primary goal of the Help Desk Analyst I is to provide quality frontline support with a high degree of customer satisfaction, technical expertise, and timeliness.

GENERAL REQUIREMENTS

• Adheres to the hospital and departmental attendance and punctuality guidelines
• Performs all job responsibilities in alignment with the core values, mission and vision of the organization
• Performs other duties as required and completes all job functions as per departmental policies and procedures
• Maintains current knowledge in present areas of responsibility (i.e., self education, attends ongoing educational programs)
• Attends staff meetings and completes mandatory in-services and requirements and competency evaluations on time.
• Demonstrates competency at all levels in providing care to all patients based on age, sex, weight, and demonstrated needs. For non-clinical areas, has attended training and demonstrates usage of age- specific customer service skills.

WORKING CONDITIONS

• General environment: Works in a well-lighted, air-conditioned area, with moderate noise levels.
• May be exposed to high noise levels and bright lights.
• May be required to change from one task to another of different nature without loss of efficiency or composure.
• Periods of high stress and fluctuating workloads may occur.
• May be scheduled as needed including overtime

Qualifications

EDUCATION REQUIREMENTS

• High School Diploma or GED (Required)
• 2 year / Associate Degree in Computer Science or related field; or Vocational/Technical Degree in Computer Information Systems or related field. (Preferred)

EXPERIENCE REQUIREMENTS

• 1 - 2 years Experience in an information systems related job involving direct customer support. (Preferred)

CERTIFICATIONS AND LICENSURES

• Preferred Certifications/Licensures: CompTIA A+ (Computer service technicians)

GENERAL SKILLS

• Organizational Skills
• Interpersonal Skills
• Customer Relations
• Analytical
• Grammar / Spelling
• Read / Comprehend Written Instructions
• Follow Verbal Instructions
• Basic Computer Skills
• Microsoft Office Suite
• General Clerical Skills
• Basic understanding of computer system concepts including hardware, software, operating systems, networks, data communications, and telecommunications
• Proficiency in microcomputer skills including MS Windows, word processing, spreadsheets, graphics, electronic mail, databases, and other microcomputer applications as needed.
• Good verbal and written communication skills, and the ability to maintain good interpersonal relationships while troubleshooting various computer related problems.

PHYSICAL REQUIREMENTS

• Have near normal vision - Clarity of vision (both near and far), ability to distinguish colors
• Have good - manual dexterity and eye-hand-foot coordination
• Ability to perform - repetitive tasks/motion

PHYSICAL DEMANDS

• Standing - Frequently within shift (34-66%)
• Walking - Frequently within shift (34-66%)
• Sitting - Continuously within shift (67-100%)
• Climbing - Occasionally within shift (1-33%)
• Bending/Stooping - Frequently within shift (34-66%)
• Twist at waist - Frequently within shift (34-66%)
• Pushing/Pulling - Frequently within shift (34-66%)
• Lift/carry > 20 lbs with assistance - Occasionally within shift (1-33%)
• Reaching above shoulder - Occasionally within shift (1-33%)