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NS Help Desk Support Specialist - Beverly [02/04/2010] |
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The incumbent reports to the Help Desk Team Lead. Provides 1st level Help Desk technical and procedural support; troubleshoots computer hardware and software problems reported to NSMC Help Desk via phone, and online service requests.
Answers Help Desk calls in a courteous friendly and knowledgeable manner. Provide reference number for all calls/e-mails.
- Retrieves call from Voice Mail. Calls end-user to assist if assistance is needed.
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- Utilize stored information and documentation to help resolve issues.
- Document actions to resolve problems and update end-users on status of problems in a timely manner.
- Utilize Remote Management software to remotely install software, setup printers and assist customers with problems.
- Triage problems to Help Desk Support Level II personnel if problem can¿t be resolved or to appropriate group in their absence.
- Prioritize and escalate problems within given guidelines.
- Provide 1st level technical support for networked devices to include desktop PCs, laptops, printers, PDAs and peripheral devices.
- Provide 1st level technical and procedural support for approved Partners and NSMC applications to include Microsoft Office, PeopleSoft, Rumba, NetAccess, HIS Gold, Novius Radiology, Picture Archival and Communication System (PACS), Patient Tracking (P-Track) and Citrix.
- Provide 1st level troubleshooting of problems accessing the Partners local area network and key mainframe systems such as Hospital Information System (HIS), Radiology Information System (RIS) and Pharmacy system.
- Assist with Partners Password Self-Service and reset passwords for HIS, RIS, Pharmacy and Quadramed system.
- Assist in coordination of PC, laptop, monitor and printer repairs with the applicable vendor.
- Assist in Audio Visual equipment scheduling.
- Perform other duties as assigned. One year of experience in a customer service; Help Desk phone support experience preferred.
- Basic level of PC hardware and software knowledge; Microsoft Certification and/or training a plus Strong interpersonal and communication skills to effectively work with end-users and support personnel.
- Strong analytical and problem-solving skills.
- Ability to multitask and prioritize work requirements.
- Keyboard accuracy and speed; ability to enter problem into Help Desk software system while obtaining information with caller on the phone.
- Ability to be flexible, versatile and adaptable in day to day activities conducted in a multi-site environment.
- General knowledge of supported software packages: MS Office, Exchange, Microsoft Internet Explorer
- General knowledge of desktop operating environments: Windows 2000 and Windows XP
- General knowledge of local area networks (LAN).
- General knowledge of computer hardware: PCs, laptops, PDAs, HP DeskJet and LaserJet printers. | | | Working Environment | | | - Work under stress for long periods of time responding to end-user demands.
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Job Type: Permanent Location: California-Central Coast
Salary: [n/a] Date available: now Specialist Industry: Job Contact:: Contact Tel:: Interview Dates:: Closing Date:: Company: Partners Healthcare Company Description: Partners HealthCare is named among the nation's top 100 'Most Wired' health systems for 2009. Company Website: [n/a]
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03/15/2010