Help Desk Representative - Information Technology

Department:
Information Technology

Shift: Primarily Days (United States of America) Employee Type:
Regular Per Diem Type (if applicable):
Minimum Pay Range: $24.51 - $29.41

Job Description:

• The Help Desk Rep provides customer support for Information Technology including, telecom equipment, software, hardware and peripherals for Marshall Medical Center employees.
• Focuses on customer service and problem resolution when interacting by phone, email, or other support medium(s).
• Records caller’s issue(s) in the support center incident tracking system and proceeds with trouble shooting/problem solving steps.
• Solves complex and common end-user issues in real-time, using standard department of Information Technology tools.
• Fields questions regarding e-mail functionality, network/local printer problems, data communication problems, remote network connectivity issues, software application problems, and network monitoring activity.
• As needed, instructs and advises customers in the use of hardware and software, including department specific software.
• Assists with account administration in all applications administered through Information Technology including Active Directory administration, share and file permissions, clinical systems, email, etc.

• Knowledge of Information Technology and computer operations is required.
• Experience working in a healthcare facility is desirable.
• Experience working with a hospital information system is desirable.
• Knowledge of common IT issues/troubleshooting methods, network/local printers, data communications, software, and client operations system issues strongly preferred.
• Knowledge of account administration including permissions, creations and modifications desirable.

• Impeccable customer service skills.
• The ability to prioritize, organize and multi-task several functions at once is a required skill for this job.
• Ability to adhere to set schedule and to work alternate shifts when required.
• Incumbent must have strong analytical, problem solving, documentation and writing skills.
• Communication skills are essential when handling trouble calls or researching system errors.

Marshall is a nonprofit community healthcare provider located in the heart of the Sierra Foothills. Our history stems back to 1956, when the community banded together to build a modern hospital for El Dorado County. Since opening our doors in 1959, Marshall has been proud to maintain our status as an independent hospital whose governance remains local. Our mission is to improve the health of our community and offer health services of superior value and quality, centered on the goals and needs of our patients.

We strive to deliver service that exceeds our patients’ expectations. Quality Care Marshall is routinely recognized in the top tier of hospitals in California by independent consumer healthcare groups, and we’re always striving to improve. Marshall’s Emergency Department is a verified Level III Trauma Center and our Stroke Program is not only distinguished as a Primary Stroke Center by the Joint Commission but also earned a Gold-Plus designation from the American Heart/American Stroke Association.

Marshall’s Birth Center was also designated by the World Health Organization and UNICEF as a Baby Friendly certified facility for breastfeeding advocacy. Serving El Dorado County & Surrounding Areas Marshall includes Marshall Hospital, a fully accredited acute care facility with 111 beds located in Placerville; several outpatient facilities in Cameron Park, Placerville, El Dorado Hills, and Georgetown; primary and specialty care clinics, more than 190 affiliated physicians and providers, as well as a team of more than 1,600 employees providing quality healthcare services to residents of El Dorado County.

Marshall’s executive leadership is governed by a local board of directors who volunteer their time to represent the needs and interests of a growing community. Marshall also has a dedicated group of Auxiliary members, adult and junior volunteers that lend their support.