Help Desk Specialist

Join our Information Systems team today! Our mission is to improve and enhance the health and well-being of those we serve. We offer a team approach to healthcare and a competitive benefits package.

Status: Full-Time

Shift: Days

Shift Time

Schedule:

8:00 am - 4:30 pm and On Call Rotation.

Days: Monday-Friday

We offer competitive pay and a great benefits package that includes:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts (FSA)
• Health Savings Accounts (HSA)
• Life insurance
• Aflac
• Short-term and long-term disability coverage
• Wellness program and reimbursement
• Free access to Boone County Hospital’s onsite fitness room
• Generous PTO Accrual Plan
• Iowa Public Employees Retirement System (IPERS)
• Employee Assistance Program (EAP)
• Onsite Cafeteria

Salary Scale: $, based on experience.

Under general supervision, provide technical software, hardware and network problem resolution to all Boone County Hospital computer users by performing question/problem diagnosis and guiding users through step‑by‑step solutions through phone and in‑person communication; clearly communicate technical solutions in a user‑friendly, professional manner; provide one‑on‑one end‑user training as needed; assist System Administrators; troubleshoot network printer problems; pass more complex end‑user problems on to System Administrators or Clinical Informatics Analysts;

conduct hardware and software inventory database maintenance and reporting; manage trouble tickets and the Help Desk system; build and configure new PCs. The Help Desk Specialist may be required to do other duties and projects as needed.

The Help Desk Specialist must be an active and effective team member with outstanding communication skills.

It is the obligation of each employee of Boone County Hospital (BCH) to abide by and promote BCH’s mission, values, Code of Conduct, Standards of Behavior, policies, procedures, and related practices. This includes policies relating to Compliance, Infection Control and Safety. This position reports to and supports the Director and/or supervisor in the appropriate data measurements, Continuous Quality Process Improvement and Reporting in the department or other areas of responsibility.

Process improvement techniques will be utilized to lead Continuous Process Improvement for improving Patient Care, Patient Satisfaction, and appropriate resource utilization. Process improvement tools such as but not limited to: LEAN, PDSA, Kaizen Events, 5S, Value Stream Maps and Standard Work will be used.

Boone County Hospital is committed to following all federal guidelines related to privacy and security. All employees will be held to the highest standard of confidentiality and will be required to annually sign an employee confidentiality agreement that outlines the rules and expectations for every BCH employee. Failure to abide by these guidelines could lead to disciplinary action including termination.

Security Access:
High has access to restricted or confidential patient information and must comply with the terms of the BCH privacy & security policies as it applies to their job.

Boone County Hospital has developed standards for behavior expectations of all employees. Please refer to the Boone County Hospital Standards of Behavior.

• Responds to user questions and inquiries via telephone, email, web, face‑to‑face, and other communication methods.
• Enters, assigns, and tracks service requests in the online work‑order system.
• Refers service issues to System Administrators and IT management.
• Provides technical support and solves the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software.
• Provides professional, courteous, prompt, and accurate support and solutions to users. Communicates, analyzes, and troubleshoots routine user problems and provides proper solutions or remedies.
• Properly documents problem ticket into online Help Desk System.
• Assists other IT technical staff in providing users feedback and user statistics.
• Establishes…