Description
At NorthBay Health, the IT Assistant is responsible for monitoring computer application processes, performing specific tasks in relation to the support of the I.T. Helpdesk and escalating problems to ensure the availability and reliability of the organization's information systems. The incumbent also assists Helpdesk Support 1 answering calls from customers and performs other related duties as assigned.
PRIMARY JOB DUTIES
Monitors and executes application processes.
Answers all Helpdesk calls and logs the call completely (detailed problem description) into an Incident Management application.
90% of workday is spent on the phone; available to receive customer calls, create trouble tickets from the Helpdesk email queue and monitor Self Service requests.
Ensures customer contact information is current in Incident Management application.
Provides answers to simple frequently asked questions.
Triages the call and gives the caller a trouble ticket number and routes the ticket to the appropriate support staff if unable to resolve.
Escalates technical problems to management, vendors, support staff and clients.
Performs data-entry and other clerical tasks as required.
Performs various tasks at the direction of management in support of the Helpdesk.
Receives call or request, logs, resolves, escalates and closes call or service request meeting departmental guidelines.
Monitors Helpdesk email hourly as defined in departmental Policies and Procedures.
Monitors Helpdesk voicemail hourly as defined in departmental Policies and Procedures.
Educates end-users as needed.
Attends scheduled department meetings.
Other Duties as assigned
Qualifications
Education: High school graduate or equivalent highly preferred. College level courses or outside classes in Information Technology preferred.
2. Experience: One year's experience in Computer Operations preferably in a hospital environment or two semesters of coursework as a Computer Science Major at an accredited college or university preferred. A minimum of two years of customer service experience.
3. Skills: Must be able to demonstrate superior customer service. Must be able to work independently.
4. Interpersonal Skills: Demonstrates the True North values. The True North values are a set of value-based behaviors that are to be consistently demonstrated and role modeled by all employees that work at NorthBay Health. The True North values principles consist of Nurture/Care, Own It, Respect Relationships, Build Trust and Hardwire Excellence.
Demonstrates a commitment to service excellence including, but not limited to professionalism, customer focus, compassion, strong listening skills and a warm demeanor. Consistently exhibits empathy, optimism, resourcefulness and cultural competency in interactions with others. Is extremely open to learning new things and teaming with others in a collaborative environment. Proven track record of conducting him/herself in a manner that demonstrates an understanding of the unique complexities and challenges of the healthcare environment.
Able to communicate effectively both written and verbally with all organization employees and outside vendors while promoting superior customer service. Must present a professional image at all times.
5. Hours of Work: Normally works on an on-call or part-time basis during week-ends. Must be flexible to work different shifts/days or longer hours if problems arise.
6. Compensation: $27.68 to $33.68 based on years of experience doing the duties of the role.
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