HELP DESK SUPPORT - DATA

PURPOSE OF POSITION

This position is responsible for providing Aultman Health Foundation employees, patients, and visitors assistance in obtaining service from the support services listed below.

• AMG
• AOH
• Cerner
• Clinical Engineering
• ComDoc
• General Maintenance
• Heating, Cooling, and Refrigeration
• Information Systems
• MSO
• Property Management

RESPONSIBILITIES & EXPECTATIONS

• Triage Help Desk tickets that are created via the Service Center application
• Obtain required and/or additional information from end-user as needed
• Answer incoming calls and gather information to escalate issue to correct department for resolution
• Assist users with password resets
• Maintains knowledge base for ticket escalation to prevent errors and delay of service
• Ready leased equipment to be returned to vendor
• Any other duties or projects as assigned

Qualifications:

• High School graduate
• Customer service experience is required
• General computer skills
• Strong analytical and organizational skills
• High level of verbal and written communication ability

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or veteran status.

WORKING CONDITIONS

• The Help Support employee will be assigned a shift with rotating weekends and holidays
• Flexibility is required to ensure coverage
• Lunch and breaks as per hospital policy
• Holiday rotations are required
• Works in well-lighted/ventilated office area
• Works at individual workstation equipped with PC, desk, telephone, and necessary supplies
• Subject to changes in priorities and stress