Position

Help Desk Support Technician

Department

Information Technology

Reports To

Technical Support Manager

Job Title

Help Desk Support Technician

Job Description

Provide support to staff and Physicians on all company supported applications. Troubleshoot computer problems, determine root cause, and repair as appropriate. This role will require occasional work to be performed outside of normal business hours for maintenance, projects, etc.

Working Conditions

Work is performed both in an office setting as well as in datacenters, switch closets, and other facility maintenance rooms/closets/etc. This role involves telephone contact, written, and face-to-face communication with co-workers and external vendors.

There is possible exposure to communicable diseases, toxic substances, bodily fluids, and other conditions common to medical practice. Varied activities including walking, bending, reaching, lifting (up to 75 pounds), stooping, assisting co-workers/vendors, and sitting for extended periods of time may occur. Also, occasional stress from handling multiple responsibilities.

Job Responsibilities

• Answer staff questions in person, via phone and instant message on all company supported applications.
• Troubleshoot hardware and software problems.
• Advise staff on appropriate action.
• Serve as liaison between staff and technology department to resolve issues.
• Work one-on-one with staff on application projects.
• Provide recommendations on company application purchases.
• Document resolutions in IT tracking software.
• Update Tickets and communicate with end user on plan to resolve issues.
• Perform hardware and software installations.
• Update software as needed.
• Manage user accounts.
• Other duties as assigned.

Required Skills

• Superior communication skills both written and verbally with co-workers and vendors

• Excellent customer service skills
• Ability to conduct daily functions in an appropriate, professional, and compassionate manner
• Ability to manage/prioritize multiple tasks in an efficient and timely manner
• Teamwork attitude
• Flexibility to respond to changing demands
• Ability to react calmly and competently in stressful situations
• Be knowledgeable of and adhere to all HIPAA and OSHA guidelines.
• Be knowledgeable of and adhere to all MMC policies and procedures.
• With instruction, perform other duties as required or assigned
• Ability to learn and support new applications

Education/Experience Requirements

• High school diploma required
• Certifications preferred
• 3+ years of technical support experience in growing capacity/roles

MMC Vision, Mission, and Values

Our vision is to be a leading contributor to community health through participation in programs that promote wellness, facilitate diagnosis, and enhance treatment of disease.

Our mission is to foster continuous improvement in community health through the delivery of quality, accessible medical and surgical care in a cost-effective manner to the residents of Middle Tennessee.

Our values guide our actions as we strive to carry out our mission.

• A progressive approach to advances in medicine and changes in the health care delivery system
• Responsive to patient and community needs
• Collaborative with other physicians, hospitals, allied health providers and the community in improving health care
• Professional, ethical and socially responsible
• Team-oriented management and leadership
• A positive, open and responsive work setting