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- Shift Differential Pay and Quarterly Bonus Program
- Paid Time Off and Holiday Pay
- Health insurance including medical, dental, vision and prescription coverage with HSA and FSA Accounts
- 401(k) plan with Company Match and Company-paid Life Insurance
- Short-term and Long-term Disability and Employee Assistance Program
- Hybrid Work Opportunities
- Opens tickets, resolves issues, and works with IT staff to assign out incidents that require assistance to resolve.
- Identifies and reports to Service Desk Manager recurring incidents to spot trends and potential problem sources.
- Coordinates between multiple teams for effective resolution.
- Researches requests and provides support to resolve and answer.
- Ensures optimal customer service to all patients, peers, etc., by maintaining a pleasant tone of voice in all situations, answering the phone as quickly as possible (within 3 rings), answering all questions, portraying empathy at all times and by returning phone calls as quickly as possible.
- Handles HIPAA sensitive information and recognizes importance of these regulations.
- Proficiently maintains and uses knowledge of office practices, software programs, and office equipment including, but not limited to, fax machines, computers, and printers.
- Participates in performance improvement and project activities.
- Participates as a team member and is accountable for own work responsibilities.
- Attends/participates in corporate/staff meetings, in-services, & corporate meetings as scheduled.
- Provides support for a variety of Clinical and Non-clinical systems, including Fusion RIS, Fusion PACS, Amicas PACS, and Windows XP/7.
- Plays a key role in ensuring excellence of service to internal users. These services include, but are not limited to, IT technical support covering desktops, laptops, network, printers, and a variety of Corporate and facility applications.
- Exercises sound judgment and recognizes point/need to escalate issues or concerns.
- Defines and documents IT Processes/Training.
- Possesses a strong attention to detail and accuracy.
- Represents OIA in a positive manner when communicating with both internal and external customers.
- Supports a work environment which promotes cross-training of work responsibilities for all work groups.
- Uses discretion and independent judgment when handling confidential information.
- Contributes to team by accomplishing department results and goals.
- Mentors and trains other team members as needed.
- Participates in after-hours rotation schedule, and responds in a timely manner to critical after-hours requests during assigned rotation.
- Assumes leadership role in absence of supervisor or manager as assigned and assists supervisor or manager with administrative or project duties as assigned.
- Demonstrates consistent use of AIDET (Acknowledge patient, Introduce yourself, provide Duration/timeline for test, Explain the process & Thank them for choosing us) and HEAL (Hear them out, Empathize, Apologize, & Leap into action to solve) when interacting with patients/customer.
- Performs all other duties as assigned.
- Maintain SLA by prioritizing and completing all assigned service tickets.
- Create user-level training documentation and add solutions to the Service Desk system as needed.
- Manage equipment, consumables an other hardware using Asset management application.
- Minimum of 5 years of recent IT Support Help Desk experience in a Corporate environment. Experience in a Healthcare environment is desired.
- Excellent verbal and written communication skills, including the ability to communicate well with technical vendors for support.
- Experience supporting end users by phone and email.
- Bachelor's degree in Computer Science, Information Technology, or related field is preferred.
- CompTIA A+ Certification preferred.
- CompTIA Network + Certification is preferred.
- Proficiency with Microsoft Office and Outlook.
- Ability to work well in a team environment.
- Excellent communication skills, both verbal and written.
Service Desk Specialist II - Franklin, United States - Outpatient Imaging Affiliates
Description
Job Type
Full-time
Description
Outpatient Imaging Affiliates?is seeking a highly motivated, enthusiastic, compassionate individual who is a strong communicator to join an energetic, patient-focused team ?Are you passionate about patient care? Do you love interacting with people??Come and join our team as a Service Desk Specialist II. Apply for immediate consideration
Accomplishing our mission takes a team of people who are dedicated to treating others as they expect to be treated and who consistently demonstrate mutual respect for one another. We hold our employees in high regard as the key component to our success. We offer a total compensation package including competitive base pay and a comprehensive benefits program for your health, your quality of life, and your future:
Under the direction of the IT Service Desk Manager, the Service Desk Specialist II:
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. May be responsible for developing new IT processes / documentation. Documents, tracks, and monitors the problem to ensure a timely resolution. May require an Associate's degree in a related area. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision.
ESSENTIAL JOB FUNCTIONS
EXPERIENCE:
We are an Equal Opportunity Employer.