IT Help Desk Specialist - SSO Information Technology - USA Health Shared Services

USA Health; Mobile (AL); On-site; USD 21,000 - 32,000; Full time

Job summary

USA Health is seeking an IT Help Desk specialist to support the user community across hardware, software, and EMR systems in Mobile, AL. The role focuses on first-level troubleshooting, incident logging, and timely resolution to keep staff productive.

You will work under IT supervision, assist with go-lives, and maintain documentation in the ticketing system. A high school diploma and IT-related coursework or degree plus hands-on experience are preferred.

Qualifications

• High School Diploma or equivalent; 2 years of related experience is required.
• Associate's Degree in IT or related field preferred.
• EMR systems experience preferred.
• Comparable combination of education and experience may substitute for the above requirements.

Responsibilities

• Assists USA Health System user community by evaluating, troubleshooting, and resolving computer hardware/applications and software problems.
• Investigates technical problems in all applications, network and PC support areas and escalates unresolved matters to the appropriate resource.
• Responds to end user queries by phone, email, or chat providing first level assistance and support.
• Carries out troubleshooting to determine cause/correction of user problems with applications and PC software, hardware, and/or network by walking Customers through problem solving processes.
• Assists in the education/training of end users and staff via phone, email or chat regarding first level of assistance and support.
• Maintains appropriate documentation of incoming concerns and issues by properly escalating the unresolved matters with the designated ticketing system Defined by USA Health.
• Recommends procedure modifications or improvements.
• Ensures required documentation items are on help desk tickets.
• Utilizes excellent customer service skills and exceeds end user expectations.
• Follows up with end users for help desk level issues and ensures issues are resolved.
• Supports IT events such as application go-lives.
• Completes all mandatory department, educational and hospital requirements
• Adheres to current Infection Control and Safety Standards
• Regular and prompt attendance
• Ability to work schedule as defined and overtime as required
• Related duties as assigned

Skills

Customer service

Troubleshooting

First level support

Remote support

Education

High School diploma or equivalent

Associate's Degree in IT or related field

EMR systems knowledge

Relevant substitution by experience

Tools

EMR software

Ticketing system usage

Job description

Overview

USA Health is Transforming Medicine along the Gulf Coast to care for the unique needs of our community. USA Health is changing how medical care, education, and research impact the health of people who live in Mobile and the surrounding area. Our team of doctors, advanced care providers, nurses, therapists, and researchers provides the region's most advanced medicine at multiple facilities, campuses, clinics, and classrooms. We offer patients convenient access to innovative treatments and advancements that improve the health and overall well-being of our community.

Responsibilities

• Assists USA Health System user community by evaluating, troubleshooting, and resolving computer hardware/applications and software problems;
• Investigates technical problems in all applications, network and PC support areas ans escalates unresolved matters to the appropriate resource;
• Responds to end user queries by phone, email, or chat providing first level assistance and support;
• Carries out troubleshooting to determine cause/correction of user problems with applications and PC software, hardware, and/or network by walking Customers through problem solving processes;
• Assists in the education/training of end users and staff via phone, email or chat regrading first level of assistance and support;
• Maintains appropriate documentation of incoming concerns and issues by properly escalating the unresolved matters with the designated ticketing system Defined by USA Health;
• Recommends procedure modifications or improvements;
• Ensures required documentation items are on help desk tickets;
• Utilizes excellent customer service skills and exceeds end user expectations;
• Follows up with end users for help desk level issues and ensures issues are resolved;
• Supports IT events such as application go-lives;
• Completes all mandatory department, educational and hospital requirements
• Adheres to current Infection Control and Safety Standards
• Regular and prompt attendance
• Ability to work schedule as defined and overtime as required
• Related duties as assigned

Additional Information

Employees must be in a regular position, working 20 hours or more per week (.50 FTE or greater) to qualify for benefits.

Qualifications

• High School Diploma or equivalent and 2 years of related experience. Required
• Successfully completed studies beyond the high school level may be substituted on a year-for-year basis for the required experience. Preferred
• Associate's Degree with an IT focus and IT Help Desk experience and experience with electronic medical record (EMR) systems Preferred
• Comparable combination of education and experience may substitute for the above requirements.

Equal Employment Opportunity/Affirmative Action Employer

The University of South Alabama is an Equal Opportunity Employer and does not discriminate on the basis of race, color, national origin, sex, pregnancy, sexual orientation, gender identity, gender expression, religion, age, genetic information, disability, protected veteran status or any other applicable legally protected basis. EO Employer – minorities/females/veterans/disabilities/sexual orientation/gender identity.