JOB REQUIREMENTS: Overview First point of contact with the IS department
for all customer support contacts. Excellent customer relation and
organization skills are a must. The position requires excellent phone
etiquette and the ability to work with frustrated customers. Position
focuses on providing courteous and effective support to users of MHS
Information Systems, primarily over the telephone or via email.
Responsibilities are centered on providing password assistance,
application, basic hardware and software support to end users. This
includes monitoring system consoles, error messages, failures, and
network malfunctions. Problem resolution may involve the use of
diagnostic and request tracking tools, as well as require that the
individual give in person, hands-on help at the desktop level. Performs
other duties as assigned. Responsibilities Essential Duties and
Responsibilities Primary responsibilities include:- Providing phone and
email support to end users for hardware and software failures- Assisting
end users with using the Epic EMR and other enterprise applications-
Responding to service requests, including password resets or system
access requests- Prioritizing incidents based on end-user urgency and
organizational impact- Escalation of issues within the department as
needed- Ownership of incidents to ensure timely incident resolution-
Management of end-user relationships to ensure user satisfaction-
Accurately logging incident details and documenting resolutions-
Remotely connect to end user workstations to aid in troubleshooting of
issues as needed- Regularly monitoring incoming email, voicemail and
other lower priority service request and failure channels- Provide
documentation on new and existing applications, products and services
for inclusion in the internal department Knowledge Base Monitor Service
Desk for tickets assigned to the queue and process first-in first-out
based on priority Basic hardware and application troubleshooting or
repair, basic computer operation tasks as assigned, creation of
documentation for end users, and end user training. Occasional travel to
other Mercy locations is required Culture of Excellence Behavior
Expectations To perform the job successfully, an individual should
demonstrate the following behavior expectations: Quality - Follows
policies and procedures; adapts to and manages changes in the
environment; Demonstrates accuracy and thoroughness giving attention to
details; Looks for ways to improve and promote quality; Applies feedback
to improve performance; Manages time and prioritizes effectively to
achieve organizational goals. Service - Responds promptly to requests
for service and assistance; Follows the Mercyhealth Critical Moments of
service; Meets commitments; Abides by MH confidentiality and security
agreement; Shows... For full info follow application link.
EOE&AA/M/F/Vet/Disabled. Mercy is an equal employment opportunity
employer functioning under Affirmative Action Plans. *****
APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/14F1FDFD65874C24