ITS Support Specialist I

20 Northeast Georgia Medical Center, Inc.; United States; On-site; USD 45,000 - 65,000; Full time

Job summary

Northeast Georgia Health System is seeking an IT Help Desk Support specialist to assist end users with technical issues, document problems, and ensure timely resolutions. This role focuses on phone and email support, tracking requests, and escalating when needed.

The position requires a High School diploma or GED, 2 years of technical training, and 1–2 years of related experience. Preferred certifications include A+, MCSE, ITIL, and HDI.

Qualifications

• High School Diploma or GED; Two years of technical training.
• 1–2 years of related IT support experience.
• Experience with equipment similar to that used in Informatics & Technology Services.

Responsibilities

• Provides support to end users on a variety of issues.
• Documents, tracks and monitors the problem to ensure a timely resolution.
• Responds to telephone calls, email and personnel requests for technical support.
• Maintains functionality of end user equipment.
• Supports the Help Desk and computer operations monitoring.

Education

High School Diploma or GED, Two years of technical training

Tools

A+ Certification

MCSE

ITIL Certification

HDI Certification

Job description

Job Category: Information Technology Work Shift/Schedule: 6 Hr Morning - Afternoon

Northeast Georgia Health System is rooted in a foundation of improving the health of our communities.

About the Role: Job Summary Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution.

The Informatics & Technology Services Support Team has a broad mandate to provide whatever support is needed in the use of systems or the facilitation of standardized processes for NGHS. Support should be prioritized in favor of external department customer’s first, then internal department customers. Relies on instructions and pre-established guidelines to perform the functions of the job. Maintains functionality of end user equipment. Operates, controls and monitors computer equipment to ensure servers, services, interfaces, and sites have functionality. Is responsible for the satisfactory completion of each scheduled shift supporting the Help Desk as well as supporting computer operations monitoring. Works under immediate supervision.

Minimum Job Qualifications

• Licensure or other certifications:
• Educational Requirements: High School Diploma or GED. Two (2) years of technical training.
• Minimum Experience: One (1) - two (2) years related experience. Experience should be with equipment similar to that being used in Informatics & Technology Services.
• Other:

Preferred Job Qualifications

• Preferred Licensure or other certifications: A+ Certification; MCSE (Microsoft Certified Solutions Expert); ITIL Certification; HDI (Help Desk Institute) Certification
• Preferred Educational Requirements:
• Preferred Experience: Help Desk support experience, Computer Operations experience or a hands-on technical school program.
• Other:

Job Specific and Unique Knowledge, Skills and Abilities

• Prioritizes, screens and highlights phone calls and requests with follow up to deliver the highest possible customer service.
• Ensures all calls are accurately documented into the tracking system in a timely manner and escalated as needed.
• Pages/beeps/calls departmental employees as needed and according to standards
• Responds to system status inquiries within standards
• Uses all the resources available to them including instructions, error codes, manuals, etc., to understand the process or problem on their own before seeking assistance or giving a call to technical support.
• Takes initiative or moves ahead without assistance.
• Describe in writing technical problems
• Performs the tasks usually associated with computer operations
• Analytical problem solving skills
• Actively participates in team processes and presentations
• Assists the Manager and Supervisor as needed.
• Assists all departmental teams with clerical services according to standards

Essential Tasks and Responsibilities

• Exemplifies the organization's customer service standards.
• Improves work processes.
• Meets all mandatory educational requirements.
• Complies with confidentiality rules, policies and regulations in all aspects of the job.
• Demonstrates working knowledge of safety practices.
• Promotes teamwork within the department.
• Meets NGHS attendance standards.
• Utilizes financial resources effectively.
• Communication between support specialist, customers, and other employees is clear, concise and professional as measured by random observation, team leader and fellow team members.
• Evaluate and pursue areas of automation that could improve productivity for team or organization.
• Adaptable in changing situations and work assignments, including emergency shift coverage.
• Documentation is current and reviewed by team periodically to ensure validity in software application ITS is using.
• Utilizes the computer shift checklist to complete scheduled work.
• Documents all hardware or operational problems (or potential problems).
• Triage issues and gauge severity and urgency before contacting other IT members for assistance.
• Assists and participates in IT and other departmental projects where requested.
• Be committed to continual professional development.

Physical Demands

• Weight Lifted: Up to 20 lbs, Occasionally 0-30% of time
• Weight Carried: Up to 20 lbs, Occasionally 0-30% time
• Vision: Heavy, Constantly 66-100% of time
• Kneeling/Stooping/Bending: Occasionally 0-30%
• Standing/Walking: Occasionally 0-30%
• Pushing/Pulling: Occasionally 0-30%
• Intensity of Work: Occasionally 0-30%

Job Requires

• Reading, Writing, Reasoning, Talking, Fingering

Working at NGHS

means being part of something special: a team invested in you as a person, an employee, and in helping you reach your goals.

NGHS: Opportunities start here.

Northeast Georgia Health System is an Equal Opportunity Employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, protected veteran status, genetic information, or any other legally protected classification or status.

Northeast Georgia Health System (NGHS) is a non-profit on a mission of improving the health of our community in all we do.

Our team cares for more than 1 million people across the region through five hospitals and a variety of outpatient locations. Northeast Georgia Medical Center (NGMC) has campuses in Gainesville, Braselton, Winder, Dahlonega and Demorest – with a total of more than 850 beds and more than 1,200 medical staff members representing more than 60 specialties.

Learn more at www.nghs.com.