Help Desk Support

Responsible for desktop and peripheral devices and related OS and application software. Perform add/move/changes of phones, workstations and associated peripheral devices. Responsible for security/access administration including but not limited to Active Directory, email, shared files, and external software. Responsible for FAX and secured FTP transmission management. Provide technical support and monitor performance for all approved medical center application software, including PACS technical administration, Citrix environment, phone system and voice mail. Perform add/move/changes of workstations and associated peripheral devices. Responsible for IS customer service call management as well as development, management, and timely updates of the service desk software. Provide backup for the System Administrator. Author and update documentation for medical center software. Performs special projects as requested.

• Ensures proper installation and configuration of workstations and peripherals. Maintains workstation software including Microsoft OS, Microsoft Office administration as well as all desktop application software. Troubleshoots and resolves hardware/software issues related to workstations and peripheral devices.
• Supports users on problems related to the hospital computer systems, such as user password and/or login issues, hardware problems, standard PC software, printer problems and basic networking issues as required.
• Serves as the primary point of contact for Department Managers and ERMC Associates. Documents and monitors all Information Service Requests and changes as appropriate.
• Responsible for the testing and implementation of system upgrades in both the Test and Live environments; problem research and resolution.
• Provides coverage for routine Information Services functions including, but not limited to, daily updates, report processing; downloads and file transfers, month end and year end processing. Monitors daily back-up of computer system.
• Maintain knowledge of current Desktop Operating Systems as well as Application Software. Provide assistance to all users regarding medical center licensed software programs.
• Assists with implementation, administration, and maintenance of Windows Server operating systems in a highly available virtualized environment. Utilizes VMWare to support server and desktop virtualization.
• Provides backup support for network administration and related servers. Assists System Administrator.
• Create documentation of all Information Services department procedures.
• Provides support for HCIS Clinical/Financial Applications as well as the Radiology PACS system. Monitors outstanding tasks. Assists in performing testing and implementation of systems upgrades and maintenance.
• Provides exceptional customer service. May be requested to provide phone and/or call-in support off hours, weekends, or holidays as necessary. Perform other duties as assigned.

Minimum of 2 years health care related systems experience preferred; associate's degree and/or related certifications. Demonstrate knowledge of Microsoft server and desktop operating systems as well as office software products. Experience with Meditech Applications, Office 365 and/or AMICAS PACS is a plus.