Service Desk Coordinator Job Listing at Mary Greeley Medical Center in Ames, IA (Job ID 8712)

Description

Position Summary Coordinates the activities of the MGIT Help Desk staff to provide organization wide support of computer hardware, software, telephones, and various other IT equipment used in the Medical Center. The position requires the ability to analyze user and organizational needs and direct the resolution of a wide range of computer problems. Ensures all actions taken in carrying out responsibilities support patient centered care. Position Responsibilities Unit Specific Position Responsibilities Coordinates the daily activities and schedules of the Help Desk staff to ensure prioritization of mission critical and non-mission critical issues. Establish processes and works to improve processes for improved efficiencies throughout the department. Monitors the response time for incidents for the Help Desk Team and coordinates activities appropriately. Initiates and monitors routine computer jobs according to established written procedures. Maintains department documentation in an organized manner. Serves as the primary organizational information resource for computer hardware and software, telephones, and mobile device questions, incidents, or problems. Serves as a role model for customer service and teamwork Serves as a preceptor for new Help Desk Team members Resolves equipment incidents, user errors, and software issues for system users. Refers problems to others in the department or organization, as needed Monitors systems for error conditions or conditions that may impede effective response time to system users. Maintains and monitors inventory of available workstation equipment and communication devices. Coordinates with staff the replacement of malfunctioning workstation equipment. Coordinates with vendors the repair and replacement of equipment and communication devices. Coordinates and facilitates office moves across the organization Initiates service calls to hardware and software vendors as needed and takes appropriate action as directed by the vendor. Understands and actively follows all HIPAA/HiTech regulations and policies. Performs routine scheduled system maintenance from established daily/monthly checklist. Qualifications, Knowledge # Experience Required Qualifications (Including any licensure, certification, education): Associate#s degree in computer use including current software systems or business office procedures; or 3 years help desk or clerical/assistive experience in the use of computerized systems in a business environment; or Any equivalent combination of education and experience. ITIL certified or the ability to become certified within 12 months of hire Organizational Requirements: Maintain stroke education per regulatory requirements. # Preferred Qualifications: Bachelor#s degree in MIS, Computer Science or related field Certified Healthcare IT # Required Knowledge, Skills # Experience: Problem solving: identifies and resolves problems in a timely manner, gathers and analyzes information skillfully, develops alternative solutions, works well in group problem solving situations, exercises good judgment and discretion, especially when handling confidential information. Teamwork: exhibits objectivity and openness to others# views, contributes to building a positive team spirit, supports everyone#s efforts to succeed, Customer service skills: responds promptly to customer needs, requests for service and assistance, meets commitments, Ability to interact with diverse groups of callers in a helpful and positive manner Leadership: effectively influences actions and opinions of others, Managing people: is available to staff, fosters quality focus in others, improves processes, products and services, Working knowledge of HIPAA regulations and policies. Organizational support: follows policies and procedures, supports organization#s goals and values, Technical Skills: Demonstrated skills in supporting Windows and Apple clients in a hospital setting. Aptitude for technology and excellent computer skills. # Preferred Knowledge, Skills # Experience: Three years Help Desk experience in a hospital environment