IT Help Desk
- Serve as the first point of contact for the Information Technology department’s Electronic Health Record (EHR) and Technical teams using phone or electronic ticket system
- Triage employee technical issues by asking questions and documenting information pertaining to staff concerns
- Perform troubleshooting using diagnostic techniques to resolve common and Level 1 technical issues
- Escalate cases which require admin-level access, custom configurations, database edits, or server/network changes
- Utilize excellent customer service skills when triaging employee issues
- Lead creation of new hire accounts in all 3rd party and on-premises systems
- Lead creation of new hire accounts in all EHR environments
- Lead terminations of employee accounts in all 3rd party and on-premises systems
- Lead terminations of employee accounts in all EHR platforms and related integrations
- Assist both EHR and Technical teams with any ongoing projects as needed
- Recording all interactions involving technical assistance
- Follow-up and updating staff ticket statuses
- Manage Help Desk tickets in a timely manner and meet all SLA’s
- Follow-up with employees to ensure issues are resolved
- Watch for issue trends and report to Director of IT
- Run diagnostics to resolve customer reported issues
- Maintain inventory system
- Other duties as assigned
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