I.T. Assistant

Education:

JOB SPECIFICATIONS

1. Education: High school graduate or equivalent. College level courses or outside classes in Information Technology preferred.

2. Experience: One year's experience in Computer Operations preferably in a hospital environment or two semesters of coursework as a Computer Science Major at an accredited college or university.

3. Skills: Must be able to demonstrate superior customer service.

4. Interpersonal Skills: Demonstrates a commitment to service excellence including, but not limited to professionalism, customer focus, compassion, strong listening skills and a warm demeanor. Consistently exhibits empathy, optimism, resourcefulness and cultural competency in interactions with others. Is extremely open to learning new things and teaming with others in a collaborative environment. Proven track record of conducting him/herself in a manner that demonstrates an understanding of the unique complexities and challenges of the healthcare environment. The NorthBay Way is a set of value-based behaviors that are to be consistently demonstrated and role modeled by all employees that work at NorthBay Healthcare. The NorthBay Way principles consist of Caring, Communication, Collaboration, and Competence. Able to communicate effectively both written and verbally with all organization employees and outside vendors while promoting superior customer service. Must present a professional image at all times.

5. Physical Effort: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to perform. Must be able to lift boxes weighing up to 40 pounds.

6. Hours of Work: Position may work any shift, holidays, and weekends.

7. Other: Must be able to work independently.

Duties:

PURPOSE STATEMENT

Our purpose is to create a positively memorable and inspiring experience for each and every customer we serve, each and every time we have the opportunity to serve them. We distinguish ourselves by our ability to listen and empathize with others and by the exceptional efforts we make to deliver uncompromising levels of service. We are here to guide our customers, through a seamless information technology experience that provides tailored assistance and education responsive to individual needs and expectations. Our goal is to continue to value and delight our customers with experiences that nurture powerful customer relationships. We take accountability for every aspect of our customer's experience and continuously strive through every interaction we engage in to prove ourselves as stewards of the NorthBay way.

JOB SUMMARY

Works under the supervision of the Business Operations and Helpdesk Manager. This position is responsible for monitoring computer application processes, performing specific tasks in relation to the support of the I.T. Helpdesk and escalating problems to ensure the availability and reliability of the organization's information systems. The incumbent also assists Helpdesk Support 1 answering calls from customers and performs other related duties as assigned.

Skills:

PRIMARY JOB DUTIES

1.Monitors and executes application processes.

2. Answers all Helpdesk calls and logs the call completely (detailed problem description) into an Incident Management application.

3. 90% of workday is spent on the phone; available to receive customer calls, create trouble tickets from the Helpdesk email queue and monitor Self Service requests.

4. Ensures customer contact information is current in Incident Management application.

5. Provides answers to simple frequently asked questions.

6. Triages the call and gives the caller a trouble ticket number and routes the ticket to the appropriate support staff if unable to resolve.

7. Escalates technical problems to management, vendors, support staff and clients.

8. Performs data-entry and other clerical tasks as required.

9. Performs various tasks at the direction of management in support of the Helpdesk.

10. Receives call or request, logs, resolves, escalates and closes call or service request meeting departmental guidelines.

11. Monitors Helpdesk email hourly as defined in departmental Policies and Procedures.

12. Monitors Helpdesk voicemail hourly as defined in departmental Policies and Procedures.

13. Educates end-users as needed.

14. Attends scheduled department meetings.

15. Other Duties as assigned

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