IT Clinical Service Desk Agent

OhioHealth•Columbus, OH

48d

About The Position

We are more than a health system. We are a belief system. We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more – in our careers and in our communities. Job Description Summary: The IT-Clinical Service Desk Agent reports to the Manager of the Clinical Service desk. They serve as the first point of contact for clinicians, providers, and staff requiring technical assistance with clinical applications, electronic health records (EHR/EMR), medical devices integration, and related IT systems. This role ensures timely, professional, and accurate support to maintain smooth clinical operations and high-quality patient care. The primary focus of this position is to provide end user support and issue resolution with a focus on customer service seeking to achieve successful outcomes while removing friction from our users. They focus on the successful resolution of all IT support activities. They participate in training to enhance their ability to execute their job responsibilities. The IT-Clinical Service Desk Agent may also be asked to participate in organizational-wide on-call rotations for endpoint support related high priority issues.

Requirements

High School or GED (Required)
Years of experience: 1 year or CompTIA A+ Certification, healthcare IT, Computer Science, Nursing Informatics
1-year prior experience working in an Information Technology/Support field, healthcare environment preferred, with a demonstrated ability to provide excellent customer service skills or completion of the CompTIA A+ Certification.
ITIL Foundation certified or will work towards completion within 1 year of hiring date.
Basic knowledge related to PCs, mobile devices, software, endpoint operating systems, accessories / peripherals, including printers, as well as remote connectivity tools.
Working knowledge of information security principles and practices.
Basic knowledge of macros, templates, and scripts that modify desktop software/hardware environment.
Basic knowledge supporting and providing end user assistance with MS Office applications.
Ability to communicate effectively with individuals at all levels in the organization.
Demonstrated time management skills with ability to prioritize work and hold to a schedule of events.
Ability to work independently with some supervision or as part of a collaborative team.

Nice To Haves

Self-motivated with the ability to collaborate with team to provide excellent customer service while effectively addressing operational issues as they arise.
Ability to work in a highly dynamic health system.
Bachelor’s Degree in Information Technology/Support field, CompTIA A+ Certification, Microsoft Certified Professional (MCP).
Knowledge of Service Level Management activities and how they integrate with the ITIL Service Support Processes.
Experience in a similar size IT environment, 35,000 devices and users.
Knowledge of Service-Now, Microsoft Configuration manager, and Configuration Management Data Base (CMDB)is a plus.

Responsibilities

Technical Support Provide technical support for a given site.
Address user incidents and requests as assigned.
Works with other site technicians to assist team with closure of tasks and requests as needed.
Drafts and/or collaborates on knowledge-based articles as needed to ensure support consistency throughout the enterprise.
Leverage knowledge-based articles for resolution of all issues and tasks to ensure consistency throughout the enterprise.
Participates in training as new associates and whenever provided as new technology solutions are introduced.
Provides input to continuous improvement opportunities as they are identified.
Customer Service Is an ambassador for IT at the site assigned.
Works to develop relationships with campus personnel.
Performs regular rounding to all departments at site.
Frequently received feedback from customer satisfaction surveys to understand where continuous improvement opportunities exist.
Works with the Manager and Sr Technicians to refine their customer service skills and recommended areas for improvement.
Attends customer service skills training as provided.
Administrative Participates in periodic team meetings to establish ongoing communication and collaboration within team and consistency throughout the enterprise.
Attend other meetings as requested to represent the team.