helpdesk, level 1 - Fort Lauderdale, United States - Catholic Health Services

Description

Summary & Objective

Serving as the first line of customer contact. Logging issues and asking follow-up questions to ensure that the reported problems are properly logged and categorized. Escalating issues when unable to address them within the assigned service level agreement timeframes. Reprioritizes issues as instructed by the Helpdesk Administrator.

Essential Functions

• Assisting in the fulfillment of customer expectations. Coordinating with IT team (System Administrators, Network administrators, Informatics Nurses, Project Managers) on resolution of issues.
• Initially logging and classifying tickets as reported in the web portal or over the phone.
• Escalating tickets to Helpdesk Level-2 whenever the issue is deemed to be outside the scope of their capabilities.
• Providing remote support wherever possible.
• Bringing-up new trends or issues to the attention of the Helpdesk Manager.

*Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Other Duties

• Pursue special assignments as instructed by Vice President of IT.
• Assist in any way possible during emergencies.
• Maintain your required certifications and mandatory skill updates.
• Comply with all policies, local, state and federal laws and regulations.
• Floats to other units as assigned to meet patient and/or resident care needs.
• Perform other duties as assigned.

Supervisory Responsibility

• May serve as an interim department leader depending on need

Physical Requirements

• Must be able to lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds, walk, climb stair or ladders, stand on feet for extended periods of time, etc.
• Works in office environment with moderate to loud noise level.
• Subject to frequent interruptions.
• Work schedule may include working beyond typical schedule, including weekends and holidays.
• Hand dexterity required for data entry on keyboard, requiring finger dexterity and eye-hand coordination.

Disclaimer

The job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time.

EEOC Statement

CHS provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Requirements

Knowledge & Experience Requirements

• Computer proficiency certification and 2 years related IT experience or equivalent combination of both.
• 2+ years of customer service experience along with technical certifications in operating systems and computer hardware.
• Knowledge of other languages (Spanish or Creole preferred).
• Ability to provide excellent customer service while multi-tasking among a variety of issues involving multiple hardware platforms (workstations, laptops, smartphones, etc.), operating systems, applications, network protocols, and/or wireless technology.
• Must have a valid Florida driver's license.
• Must have knowledge of computer office/clinical software
• Must be able to read, write and understand the English language
• Knowledge of other languages (Spanish or Creole preferred)