Service Desk Specialist

UC Health; Cincinnati (OH); On-site; USD 40,000 - 55,000; Full time

Job summary

UC Health is seeking a Full Time Service Desk Specialist to join the IS&T Department. The role involves providing technical support, troubleshooting issues, and ensuring compliance with healthcare regulations. Candidates should have strong communication skills and a background in IT support, preferably in a healthcare setting.

Qualifications

• 1-2 years of Help Desk experience in a healthcare environment preferred.
• Proficiency in troubleshooting hardware, software, and network issues.
• Understanding of healthcare industry regulations such as HIPAA.

Responsibilities

• Interact with customers to identify and resolve issues.
• Monitor systems and applications for functionality.
• Document incidents and participate in shift turnover meetings.

Skills

Communication

Problem-Solving

Analytical Mindset

Interpersonal Skills

Adaptability

Education

High School Diploma or GED

CompTIA A+

Network+

Security+

ITIL Foundation

Tools

Active Directory

IT Service Management (ITSM)

Electronic Medical Records (EMR)

Picture Archiving and Communication Systems (PACS)

Job description

UC Health is hiring a Full Time Service Desk Specialist for the IS&T Department

The Specialist is responsible for receiving customer calls to the centralized UC Health Service Desk pertaining to UC Health standard hardware/software/accounts or networking problems. Provide basic to mid-level support for customers technical problems and facilitate communication to other IS&T groups (Tier 2 support), when that expertise is needed. Perform Data Center batch jobs, file transfers, backups and secure backup media, monitor systems, data center environment and perform assigned tasks.

About UC Health

UC Health is an integrated academic health system serving Greater Cincinnati and Northern Kentucky. In partnership with the University of Cincinnati, UC Health combines clinical expertise and compassion with research and teaching—a combination that provides patients with options for even the most complex situations. Members of UC Health include: UC Medical Center, West Chester Hospital, Daniel Drake Center for Post-Acute Care, Bridgeway Pointe Assisted Living, University of Cincinnati Physicians and UC Health Ambulatory Services (with more than 900 board-certified clinicians and surgeons), Lindner Center of HOPE and several specialized institutes including: UC Gardner Neuroscience Institute and the University of Cincinnati Cancer Center. Many UC Health locations have received national recognition for outstanding quality and patient satisfaction. Learn more at uchealth.com.

Qualifications

Education and Certification:

• Minimum Required:High School Diploma or GED
• Relevant certifications such as CompTIA A+, Network+, Security+, or ITIL Foundation preferred.

Technical Skills & Experience:

• 1-2 Years of Help Desk experience in a healthcare environment preferred.
• Proficiency in troubleshooting hardware, software, and network issues.
• Knowledge of operating systems (e.g., Windows, MacOS).
• Experience with remote desktop support tools and Active Directory Users and Computers.
• Experience in documenting troubleshooting steps, resolutions, and recurring issues for future reference and process improvement.
• Familiarity with IT Service Management (ITSM) tools for ticketing and tracking.
• Familiarity with healthcare-specific software and systems (e.g., Electronic Medical Records (EMR) such as EPIC, Picture Archiving and Communication Systems (PACS)).
• Understanding of healthcare industry regulations such as HIPAA (Health Insurance Portability and Accountability Act) to ensure compliance when handling sensitive patient information.
• Ability to maintain confidentiality and professionalism, especially when dealing with sensitive patient information.
• Ability to configure and troubleshoot various devices including desktops, laptops, tablets, printers, and mobile devices.

Availability and Flexibility:

• Ability to work weekends and holidays required.
• Saturday - Wednesday (Off Thursday & Friday), 3-11:30 PM

Customer Service Skills:

• Excellent communication skills, both verbal and written.
• Patience and empathy in dealing with users who may be stressed or unfamiliar with technology.
• Ability to explain technical concepts in non-technical terms.
• Active listening skills to understand users' issues thoroughly.
• Strong interpersonal skills to build rapport with users and team members.

Problem-Solving Abilities:

• Analytical mindset to diagnose and resolve issues efficiently.
• Ability to prioritize and manage multiple tasks simultaneously.
• Adaptability to quickly learn new technologies and procedures.
• Attention to detail to accurately document issues and solutions.

Teamwork and Collaboration:

• Capacity to work effectively in a team environment.
• Willingness to share knowledge and assist colleagues when needed.
• Collaboration with other IT teams for escalation of complex issues.

Join our team to BE UC Health. Be Extraordinary. Be Supported. Be Hope. Apply Today!

At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering.

As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors. UC Health is an EEO employer.

Responsibilities

Problem Identification - Interact with internal customers/external patients, mostly via telephone, to secure relevant information and identify issues; may ask customer/patient to participate in diagnosis of problem. Communicate information clearly with other Service Desk staff, IS&T Management and other Tier 2 personnel when problem trends appear evident per established procedures. Use available documentation to identify cause-effect relationships. Monitor unresolved problems using provided tools.

Problem Resolution and Escalation -Investigate and resolve a percentage of issues without escalating. Escalates unresolved problems to Tier 2 support and communicate using documented procedures. Interact with Manager, Supervisor, Service Desk team and other IS&T staff members to resolve problems. Commit to action after developing a plan based on logical assumptions and factual information. Applies knowledge of resources, constraints and procedures in the decision making process.

System Monitoring - Perform monitoring tasks to ensure all systems and applications are functioning properly or takes corrective action per established procedures. Monitor electrical, environmental and safety systems and takes remedial action per established procedures.

Documentation - Complete shift logs, incident reports per established procedures. Enter customer issues into the incident database and forward to appropriate IS&T team. Participate in shift turnover meetings with colleagues.

Other duties as assigned -Attend staff meetings and training sessions. Manage personal e-mail and chat communications in a timely manner.Complete other duties and tasks as may be asked by Manager or Supervisor.