Help Desk Specialist I - Clinical Applications

Base Pay Range:

Job Description:

The Help Desk Specialist I - Clinical Applications position for Nuvodia is a regular, full-time position 40 hours a week, daytime schedule on: Fri(8hrs), Sat(12hrs), Sun(12hrs), Mon(8hrs). This is a fully remote position.

Summary:  As the initial phone contact for clients, the help desk employee collects detailed information and prioritizes service requests in order to determine resolution or a method of escalation.

General Description:  The Help Desk Specialist I employee must be able to work effectively and efficiently to identify and resolve multiple high priority issues in a fast-paced office environment with constant interruptions and continual deadlines.  This position must demonstrate professionalism to the client in order to positively affect customer’s impression of our support.  This position must have excellent organizational skills, a sense of urgency, the ability to make good decisions, and the skills needed to effectively prioritize tasks.                                                                                

Essential Duties / Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

Daily Responsibilities

• Provides remote and on-site technical support in a clinical setting, as necessary.
• Follow security guidelines determined by the industry and management.
• Maintains appropriate technical documentation necessary for support, training, and analysis.
• Proactively identifies areas for solution improvement – including workflow, configuration, or application changes.
• Enters, prioritizes, and escalates service tickets via the ticket system.
• Works directly with customers, via the phone, onsite, and online, to provide services and help resolve computing and radiology application problems.
• Responds promptly to customer needs, escalates appropriately, and solicits customer feedback to improve service.
• Installs and configures appropriate radiology software packages such as PACS, Voice Recognition and other supporting applications.
• Resolves general workstation issues, including items related to the operating systems, hardware compatibility, and software interdependencies.
• Monitors queue e-mail request folders, providing support and/or coverage to meet queue needs based on department needs and team availability.
• Availability to work the after-hours on call schedule as needed.

General Duties and Responsibilities:

• Valid state driver’s license and proof of insurance.
• Ability to maintain strict confidentiality within the organization.
• Honest, pleasant manner, and good personal hygiene. Free of alcohol and drug abuse.
• Excellent communication and interpersonal skills.
• Detail oriented, ability to multi-task, organized, and able to work in a fast-paced environment.
• Demonstrates self-directed learning and participation in continuing education through professional journals, approved seminars, etc.                                                                                                     
• Follows company departmental standards and personnel policies, with professional demeanor in conduct and appearance, by using good teamwork and communication skills to help identify concerns and solutions, assisting where needed to ensure a smooth functioning department.
• Performs other duties or rotates to other shifts as required by displaying team spirit and self-growth, accepting, and performing other projects and responsibilities, and requesting other projects and responsibilities.

Supervisory Responsibilities:

• There is no supervisory responsibility in this position

Advocacy:

Treats all clients with dignity and respect, Provides excellent customer service, Conforms to and is an advocate for HIPAA regulations. Leads as an advocate for Nuvodia by knowing, understanding and living the mission, values and goals.

Qualifications:  

• Education:  Associate degree in related field or equivalent experience.
• Experience& Knowledge:  
  • Required, One year experience in the following:
    • Technical helpdesk experience
    • Experience with Workstation, Network and Cloud Technology
    • Knowledge of Workstation Hardware & Software support
  • Desired
    • Fundamental knowledge of healthcare or radiology application functionality.
    • Experience supporting RIS, PACS, or Voice Recognition systems
• Drug Test: Eligible employees must be able to pass a post-offer, pre-employment drug test.

Benefits Include: Employees can enroll in medical and dental insurance and are covered by basic vision and term life insurance. Employees are able to enroll in our company's 401k retirement plan with employer matching opportunities and will receive paid vacation, sick, and personal leave, paid holidays and quarterly profitability bonuses.