Cape Regional Medical Center
ResponsibilitiesReceives and manages reports of system issues (phone calls, emails).
Utilize the help desk management system to effectively document issues, track progression and document resolution.
Manage issues through the resolution process, escalating as appropriate.
Communicate ongoing progress to requestor in a timely manner.
Maintain a high degree of customer service for all support queries.
Adhere to service management principles.
Provides initial (Tier 1) customer support for basic customer issues related to:
CRMC client devices, including PCs, printers, scanners, and other peripherals.
Telecommunications equipment, including Avaya phone system, Spectralink and desktop phonesCRMC network infrastructure, including performance of connectivity testsApplications, including clinical and administrative systems (ex.
Meditech, Soarian, Siemens Pharmacy, Microsoft Office Suite, Adobe, Kronos)System access change requests; including new user provisioning, access modification for existing users, password resetsDeploying CRMC client devices and softwarePerform system backupsRun scripts as assignedTier 1 support includes:
Gathering of customer informationAnalyzing symptoms to determine underlying problemIdentifying possible solutions for straightforward and simple problems (username/password problems, uninstall/reinstall of basic software applications, verification of proper hardware/software setup, assistance with application menu navigation)Continually monitors active systems (ex.
OpenLink, Solar Winds, HUGS, Soarian Job Scheduler/Workflow Engine).
Responds per IT procedures to all alarms and warnings (Simplex, Responder, etc).
Manages inbound and outbound phone calls including patient inquiries, physician contacts, and hospital staff contacts.
Maintains physician on-call database.
Participates on health system and departmental committees as needed.
Performs all other duties as assigned.
Qualifications/Requirements:
Two years of previous IT Service Desk / Call Center experience preferred.
Strong knowledge of Microsoft-Operating Systems with emphasis on Windows 7 and Office 2010 is required.
Working knowledge of basic Active Directory User & Security Group administration is required.
Experience using and troubleshooting Outlook within a networked environment (permissions, calendar sharing, and delegation) is required.
Excellent organizational skills.
communication skills, and telephone manner are requiredAbility to work logically and independently in an organized fashion is required.
Must be highly organized, detail oriented, and able to meet deadlines while working on multiple assignments under time constraints.
Ability to utilize analytical thinking skills to solve problems and to communicate clearly and effectively both orally and in writing is required as well as the ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures.
Interpersonal skills must be well-developed.
High level of interaction with other team members and end-users is required.
Maintains a current understanding of technologies and industry events through seminars, educational opportunities, periodicals, etc.
Participates in appropriate professional activitiesMaintains excellent relationships and communication with IT coworkers and customer and vendor team members.
Fosters teamwork and creates an atmosphere conducive to working together as a group.
PI238894792About the Company:
Cape Regional Medical Center.
Estimated Salary: $20 to $28 per hour based on qualifications.
Utilize the help desk management system to effectively document issues, track progression and document resolution.
Manage issues through the resolution process, escalating as appropriate.
Communicate ongoing progress to requestor in a timely manner.
Maintain a high degree of customer service for all support queries.
Adhere to service management principles.
Provides initial (Tier 1) customer support for basic customer issues related to:
CRMC client devices, including PCs, printers, scanners, and other peripherals.
Telecommunications equipment, including Avaya phone system, Spectralink and desktop phonesCRMC network infrastructure, including performance of connectivity testsApplications, including clinical and administrative systems (ex.
Meditech, Soarian, Siemens Pharmacy, Microsoft Office Suite, Adobe, Kronos)System access change requests; including new user provisioning, access modification for existing users, password resetsDeploying CRMC client devices and softwarePerform system backupsRun scripts as assignedTier 1 support includes:
Gathering of customer informationAnalyzing symptoms to determine underlying problemIdentifying possible solutions for straightforward and simple problems (username/password problems, uninstall/reinstall of basic software applications, verification of proper hardware/software setup, assistance with application menu navigation)Continually monitors active systems (ex.
OpenLink, Solar Winds, HUGS, Soarian Job Scheduler/Workflow Engine).
Responds per IT procedures to all alarms and warnings (Simplex, Responder, etc).
Manages inbound and outbound phone calls including patient inquiries, physician contacts, and hospital staff contacts.
Maintains physician on-call database.
Participates on health system and departmental committees as needed.
Performs all other duties as assigned.
Qualifications/Requirements:
Two years of previous IT Service Desk / Call Center experience preferred.
Strong knowledge of Microsoft-Operating Systems with emphasis on Windows 7 and Office 2010 is required.
Working knowledge of basic Active Directory User & Security Group administration is required.
Experience using and troubleshooting Outlook within a networked environment (permissions, calendar sharing, and delegation) is required.
Excellent organizational skills.
communication skills, and telephone manner are requiredAbility to work logically and independently in an organized fashion is required.
Must be highly organized, detail oriented, and able to meet deadlines while working on multiple assignments under time constraints.
Ability to utilize analytical thinking skills to solve problems and to communicate clearly and effectively both orally and in writing is required as well as the ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures.
Interpersonal skills must be well-developed.
High level of interaction with other team members and end-users is required.
Maintains a current understanding of technologies and industry events through seminars, educational opportunities, periodicals, etc.
Participates in appropriate professional activitiesMaintains excellent relationships and communication with IT coworkers and customer and vendor team members.
Fosters teamwork and creates an atmosphere conducive to working together as a group.
PI238894792About the Company:
Cape Regional Medical Center.
Estimated Salary: $20 to $28 per hour based on qualifications.
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