IS INTERN

Margaret Mary Health-posted 14 days ago
Full-time • Intern
Batesville, IN
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The IS Intern will be responsible for help desk support types of duties, including but not limited to; answering, logging, tracking & problem resolution of all IS support calls. The IS intern will triage, troubleshoot & resolve end user problems & requests. Responsibilities will include hardware & software configuration & setup, hardware & software inventory management, application support, desktop & technical support, printer administration, daily monitoring, and follow-up of IS administration activities, and conference room management. The IS Intern will be expected to work closely with end users, vendors & subject matter experts on problem resolution.

  • Provides hardware & software application installation/setup troubleshooting.
  • Trains new team members as requested by management.
  • Train or retrain team members on new technology.
  • Speaks positively about the systems & promotes system usage.
  • Notifies departments of system downtime & provides support needed in a timely manner.
  • Available & helpful during Go LIVE which may include irregular shifts.
  • Works flexible schedule based on staffing & end user support needs.
  • Provides in-house technical/software support during office hours, determines hardware, software & training needs & troubleshooting equipment in conference rooms.
  • Basic network support.
  • Willing & able to deliver solutions for user community as required.
  • Greets caller in a courteous & professional manner.
  • Help desk & other technical calls are answered & properly documented according to support procedure.
  • Issue updates are documented in ticketing system prior to escalating to tier 2 support.
  • Issues are appropriately prioritized based on priority standards & resolved by self or assigned to tier 2 support.
  • Issues are managed to resolution following recommended procedures within designated SLA timeframes.
  • Issue status is communicated to requestor & follow-up call completed at resolution of issue.
  • Issues are communicated & escalated to management as appropriate.
  • Other team members (IS & non-technical) are trained & shared knowledge.
  • Quality & service level measures are met consistently by the entire help desk.
  • Updates resolution documentation & solutions database.
  • Computer has been completely set up with software &/or software updates have been applied, & system has been configured according to setup procedures for network printing & all applications are functioning correctly.
  • Team member software & hardware is operational with current version of tested application.
  • End users communicated of status of PC & printer replacement process.
  • All new, changed, & removed PCs are documented accurately & timely in inventory tracking software.
  • All technical equipment is maintained & functioning properly.
  • All preventative maintenance on equipment is completed in a timely manner.
  • Opportunities to reduce costs & improve services are identified, discussed & implemented.
  • Hardware is in place & tested as part of requested move.
  • Location of equipment has been properly configured to prevent privacy, safety & security concerns.
  • Retirement of any device has been appropriately documented.
  • Conference rooms are checked on a regular basis to ensure all equipment is in its proper location and working accurately.
  • Mobile device has been configured & set-up to user requirements following standard device setup.
  • Mobile device has security added prior to releasing to end user following standard security setup.
  • Ensure end users have signed mobile device policy prior to release of device.
  • Quality checks have been completed on all devices prior to deployment.
  • End users are trained on any changes to devices because of the deployment process.
  • Password resets are handled according to documented procedures.
  • Security forms are properly completed for all security changes & tracked with help desk tracking software.
  • Complete security changes according to security form & procedure.
  • Establish effective system related policies & guidelines.
  • Software & hardware analysis & troubleshooting.
  • Ability to manage multiple tasks simultaneously.
  • Ability to execute detail test plans.
  • Strong knowledge of applications including all Microsoft Applications.
  • Strong technical background in analysis & troubleshooting of Technology.
  • Excellent customer service skills.
  • Excellent interpersonal & communication skills.
  • Ability to assess, analyze & solve problems with little or no supervision.
  • Technical troubleshooting & maintaining knowledge database.
  • Tracking & reporting defined metrics.
  • Recommend, implement & maintain system improvement opportunities.
  • High School diploma with interest in Computer Science or Business Information Systems.
  • Constant use of hands & talking, frequent walking & sitting, occasional pushing, pulling, stooping, kneeling, reaching, climbing & standing.
  • Occasionally may need to lift up to 50lbs.
  • Knowledge of healthcare software & services is preferred.
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