Demonstrates competencies in line with the core values that are the foundation of all activities performed by employees in order to achieve the Mission of Artesia General Hospital
- Servant Leadership: Demonstrates competence in serving others and prioritizing their needs.
- Excellence: Demonstrates competence in striving for the highest quality in all aspects of work.
- Respect: Demonstrates competence in respecting others and valuing their contributions.
- Virtuousness: Demonstrates competence in maintaining high ethical standards and integrity.
- Innovation: Demonstrates competence in embracing new ideas and technologies to improve healthcare.
- Community: Demonstrates competence in fostering a sense of community and collaboration.
- Education: Demonstrates competence in promoting continuous learning and development.
ESSENTIAL FUNCTIONS:
- Create service tickets for customer issues and escalate unresolved issues according to standard practice and procedures.
- Verify end-user credentials before providing or resetting access to applications and systems.
- Maintain, troubleshoot, and repair computer systems, including printers and other peripherals.
- Provide direct user support on-site and in the field.
- Evaluate user business needs and recommend appropriate hardware solutions. Diagnose errors or technical problems and determine proper solutions.
- Provide routine system maintenance as required. Document all system updates and repairs.
- Consult with customers to identify and specify clinical and technical requirements. Perform basic hardware and software troubleshooting, diagnostics, and remote repair if possible.
- Assign customer support calls to IT support analyst teams according to the procedure.
- Function as part of project teams to provide system deployment, upgrades, or relocation.
- Provide 24/7 support when scheduled
ADDITIONAL RESPONSIBILITIES:As Assigned
AGE-RELATED COMPETENCIES: Demonstrates the basic knowledge and skills necessary to identify age-specific patient needs appropriate for this position.
INFORMATION MANAGEMENT: Treats all information and data within the scope of the position with appropriate confidentiality and security.
RISK MANAGEMENT/QUALITY MANAGEMENT/SAFETY: Cooperates fully in all Risk Management, Quality Management, and Safety Activities and Investigations.
ENVIRONMENTAL CONDITIONS: The work environment consists of daily patient contact, which may include exposure to blood or other body fluids.
QualificationsMINIMUM POSITION QUALIFICATIONS:
- Associate’s degree in the technical, management discipline, or engineering. 1-2 years of Help Desk, Service Desk, or equivalent experience.
- Excellent customer service skills. Strong system diagnosis skills.
- Ability to perform a routine component replacement on desktops, laptops, and printers. Basic understanding of network protocols.
- Experience with disk imaging software.
- Proficient with Microsoft Office.
- Solid problem-solving abilities.
- Demonstrated ability to effectively handle tense customer service scenarios. Demonstrated knowledge of access and authentication controls.
- Demonstrated knowledge of enterprise architecture principles and practices.
Skills Required
- Associate's degree in a technical, management discipline, or engineering
- 1-2 years of Help Desk, Service Desk, or equivalent experience
- Excellent customer service skills
- Strong system diagnosis skills
- Ability to perform routine component replacement on desktops, laptops, and printers
- Basic understanding of network protocols
- Experience with disk imaging software
- Proficient with Microsoft Office
- Solid problem-solving abilities
- Demonstrated ability to effectively handle tense customer service scenarios
- Demonstrated knowledge of access and authentication controls
- Demonstrated knowledge of enterprise architecture principles and practices
What We Do
Artesia General Hospital is a nonprofit general medical and surgical facility providing advanced, compassionate healthcare services including primary care, emergency care, surgery, orthopedics, and behavioral health to communities in Artesia, Carlsbad, and Roswell, NM.
