The Desktop Technician's role is to ensure proper computer operation for the ArchCare organization so that Care Members can accomplish their business tasks. This role includes receiving, prioritizing, documenting, and actively resolving Care Member Break/Fix incidents as well as Service Requests that may be received via phone calls, e-mail, or walk-ups. Problem resolution may involve the use of diagnostic, remote access, and tracking tools, as well as require that the individual provide in-person, hands-on help at the Desktop level.
Report to the Director, Information Technology (IT) on assigned activities, establishing reporting indicators, and pending initiatives as required.
Provided Level 1 IT Support for all inbound calls and e-mails to the IT Help Desk for all Break/Fix issues and Service Requests.
Perform technical support of core operating systems (OS) issues, i.e. Windows 7, core productivity applications, i.e. MS-Office 2013, and core application automation within IT Operations.
Manage IT Help Desk ticket assignments and escalations to Level 2 & 3 support as needed.
Maintain and trouble shoot hardware and software issues.
Maintain HIPAA best practices and compliance in EDI, Privacy, and Security.
Maintain IT contact information, KnowledgeBase databases, and other required information and reports.
Assist with the educational requirements and/or materials for all systems multi-disciplinary training.
Work collaboratively with all the ArchCare IT department team members as required.
Perform all other duties as assigned.
Provide information, guidance, and assistance to all end users.
Adheres to policies and procedures.
Formal Education: Bachelor's Degree
Experience: 2 - 4 years
License, Registration, and / or Certification Requirement: No
Minimum Knowledge: Requires ability to interpret/extract information and/or perform arithmetic functions.
Language Ability: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.
* Bachelor's Degree in Computer Science, business administration, or related field or equivalent experience required.
* Minimum 2 - 4 years of related experience
* Proficient knowledge of clinical and/or financial applications in the healthcare field.
* Advanced knowledge of personal computers, and office automation applications.
* Excellent communication skills.
* MSCE, A+ Certifications a plus