Margaret Mary Health

Job Details

Description

Location/Dept: Business Center - Information Systems

Full-Time Temporary - 80/pp (January - July)

Job Summary:

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.

Supervisory Responsibilities: None

Duties/Responsibilities:

• 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.

Required Skills/Abilities:

• 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.
• Knowledge of healthcare software & services is preferred.
• 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.

Education and Experience:

• High School diploma with interest in Computer Science or Business Information Systems.

Physical Requirements:

• Constant use of hands & talking, frequent walking & sitting, occasional pushing, pulling, stooping, kneeling, reaching, climbing & standing.
• Occasionally may need to lift up to 50lbs.

Equal Opportunity Employer

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