IT Service Center Senior Help Desk Specialist - Northern Arizona Healthcare Corporation

* This is a Remote position - "NAH reserves the right to make hiring decisions based in part on applicants' state of residence if outside the state of Arizona".

The IT Service Center Help Desk Senior provides elevated telephone support and resolution for issues reported in clinical and business systems and on Northern Arizona Healthcare issued devices. While telephonic support is the primary function, other modes of support include responding to self-service tickets within our Information Technology ticketing platform and responding to/addressing emails received to our group inbox. Ensuring ongoing activities, such as addressing incoming phone calls, supporting self-submitted tickets, reviewing Service Center mailbox, addressing User Provisioning needs, and monitoring and evaluating support priorities is top of the radar for the IT Service Center Help Desk Senior, and he/she capitalizes on opportunities to communicate with the team and redirect activities to get all priorities accomplished. He/she provides timely technical support and troubleshooting for devices and systems and serves as escalation point among the IT Service Center team for more complex issues/needs. The IT Service Center Help Desk Specialist Senior works with other team members to implement and provide system and technology support, system security, and preventative maintenance programs, serving as point for project representation and is counted upon to fulfill additional mentoring, monitoring, and support-enhancing needs as directed by IT Service Center Manager.

Technological Development
Serve as the initial point of contact for customers seeking technical assistance and escalate as necessary. Additionally, serves as escalation point among the IT Service Center team for more advanced technical issues. Monitors escalated and advanced issues for further engagement of support, and initiates that support via work groups or other avenues, with a goal to identify and implement a better way to support colleagues experiencing these issues. Bring these new support activities/resolutions back to the team, communicating the change and offering support/guidance to work through the change.

Manage and mitigate IT-related issues by updating, modifying, re-installing or removing software or applications. Directs maintenance of Service Center's approved software list and identifies opportunities for updating, taking action with appropriate stakeholders.

Create and implement effective, appropriate solutions independently, leveraging internal knowledge base and training documentation.

Responsible for driving forward Knowledge Base documentation via creation and maintenance, serving as liasion to support IT Service Center needs and cross-communication with all stakeholders. Encourages and supports other team members to capitilize on Knowledge Base update opportunities just the same.

Support and troubleshoot various applications and systems deployed in a healthcare environment. Serves as escalation point among the IT Service Center for more complex issues/needs, ensuring appropriate tracking and communication of larger Known Issues for the Service Center through to resolution.

Utilize Service Management software demonstrating proficient ability to FCR (first contact resolve) and to triage tickets when appropriate, assigning to correct teams across the healthcare system. Implements a peer review process as priorities allow to help support Knowledge Base opportunity identification, team training opportunities, and individual growth and development opportunities.

Demonstrate proficiency with advanced web browser troubleshooting. Support a hybrid working environment, including VPN/RAP newtorking and basic home office router troubleshooting for employees working remotely. Elevated support of hardware and network configuration issues that can be addressed remotely.

 
Technological Development (Cont.)
Support a hybrid working environment, including VPN/RAP networking and basic home office router troubleshooting for employees working remotely.

Elevated support of hardware and network configuration issues that can be addressed remotely.

Elevated support of end user account issues/concerns.

Understand and demonstrate use of ITIL methodology in issue and request tracking, resolution, and IT change management. Seizes opportunities to initiate problem tickets in conjuction with Known Issues tracking.

Advanced knowledge of common operating systems (Windows, MacOS, iOS, Android).
 
Operations
Utilize a through understanding of hospital inpatient/ acute care, clinic outpatient/ ambulatory, and business/financial settings and operations, providing support for the healthcare system and device product lines. Use this knowledge to identify opportunities to bring key stakeholders together to improve processes, taking initiative to do so when appropriate.

Proven enterprise hardware and software support experience, including operating and troubleshooting computers and peripheral equipment and supporting escalated It Service Center issues, identifying ways to bring knowledge back to our very first contact with our customers when appropriate.

Independently diagnose and troubleshoot issues, providing technical, clinical, and business resolutions. Also monitor when group decisions should be made or when further support is warranted, and take action on initiating those next steps.

Collaborate with direct team unit (IT Service Center) in order to most effectively share knowledge and issue status', solve issues, assign triaged tickets to correct teams, and more. Collaborate with other IT team units to address deficits impacting ability for IT Service Center to solve issues and needs. Ability to diagnose and rectify a wide range of complex computer hardware and sofware problems. Assist IT Service Center Help Desk Specialists and Specialist 2s in solving technical problems and investigating elevated issues by confirming the validity of the problem, seeking known solutions for more complex issues.
 
Operations (Cont.)
Provide coaching/ training on the use of various applications and software. Responsible for overall training of new IT Service Center team members as well as ongoing training needs of individuals and/or the team.

Assist with process improvements and service delivery on a continuing basis.

Adapt and adjust to 24/7 demands of IT Service Center support, supporting shift gaps and overtime as needed, as well as identifying opportunities to mitigate unnecessary overtime, working with the IT Service Center Manager.

Provision IT accounts in accordance with IT Security policies and procedures, to include new accounts, reenabled and disabled accounts, transferring roles, and students. Serve as escalation point among IT Service Center team for more complex provisioning issues or concerns.

Provide as primary representative of IT Service Center in projects, driving them forward with minimal to no supervision and prioritizing time accordingly.

Responsible for special functions and duties as directed by management, and is always counted on to ask clarifying questions and fulfill these special duties. Provides coverage Service Center manager when manager is unavailable.
 
Mentor
Mentor IT Service Center Help Desk Specialist and Service Center Help Desk Specialist 2 positions. Role model service delivery for others, always delivering consistent and high quality first tier support and teamwork for our NAH colleagues. Implements Service Recovery when appropriate, assuring the cross-sharing of information gathered to affected individuals that can gain from opportunities to improve.
 
Communication
Demonstrate strong telephonic communication, using multi-line phone systems and orienting toward an amazing customer experience every person, every time.

Communicate clearly, referencing tickets and utilizing on-call structure support in collaborating with all other tiers/teams and IT colleagues.

Follow-up and track issues by resolution, communicating tips and tricks as well as potentially trending issues out to the team. Identifies larger trending themes and capitalizes on opportunities to initiate action to improve, such as kicking off an improvement workgroup, establishing a Knowledge Base article, and/or informing an IT Tier of a trending issue via a problem ticket and currently associated issues with ticket references.

Respond to requests for technical assistance by phone, email, and within our Information Technology ticketing platform. Ensures activities continue routinely by proactively identifying deficits and opportunities and directing the team accordingly.

Act as a liaison between customers and technical escalation teams. Follows up on customer needs and issues as appropriate to ensure priority is being addressed per expectations. Keeps customers/patients informed about the status of pending actions and inquiries about customer /patient satisfaction with products or services, further supporting and deescalating unresolved concerns or situations needing service recovery, as appropriate.

Responsible for providing quality status updates to customers, technical teams, and other operational support areas to include Access Control/Security, Biomedical Engineering, Business Intelligence, Education, Engineering/Facilities, Environmental Services, and Human Resources. Identifies when break-downs occur in ticket handoffs to teams, and engages the team resources through to team leadership in escalation, as appropriate.
 
Communication (Cont.)
Responsible for triaging issues of higher urgency/impact affecting multiple colleagues or department-wide issues to IT Service Desk Manager during business hours and to our IT Manager On-Call after business hours, following on-call schedules and escalating per Incident Management Guidelines expectations. Responsible for timely placing front-end messages to inform customers of known issues or service delays, and removing the message as applicable. Also responsible for supporting communication of known issues to the organization in email or emergency alert format. Track Known Issues for our Service Center team to reference and to understand when issues are resolved, even when larger issues do not warrant an IT Alert.

Share expectations with customers by communicating next steps and timelines. Compassionately and respectfully engage in 2-way dialogue with customers, fellow team members, and all other colleagues while respectfully listening to others, allowing them to share their information and perspective. Is consistently approachable and teammates feel comfortable seeking guidance from this person knowing they will have the opportunity to learn and be supported in that.

Implement a manage up and down approach, always speaking highly of others and sharing their good intentions in all interactions, setting the tone for an amazing experience.

Ability to resolve interpersonal conflict and miscommunications. Promotes first-hand feedback and conflict resolution among the IT Service Center team members and throughout the IT department. Does not stir the pot, rather maintains confidentiality and supports proper actions to repair and/or build working relationships.
 
Compliance & Safety
If required for position, ensures all certifications and/or licenses are up-to-date and valid prior to expiration dates.

Completes all company mandatory modules and required job specific training in the specified time frame.

Responsible for reporting any safety related incident in a timely fashion through the Midas/RDE tool; attends all safety related training programs; performs work in a safe manner; monitors work environment for possible safety issues and ensures others are also performing work in a safe manner.

Responsible for maintaining up-to-date knowledge of cybersecurity trends, developments, best practices and regulatory changes.

Responsible for reporting any safety related IT incident/s following Incident Management Guidelines including escalation to IT Leadership.

Puts safety first - safety/security issues should always be treated with care, escalated, and followed-up on.

Understand and highlight IT Security policies that help to protect NAHs systems, employees, and patients at every opportunity. Effectively escalate IT Security concerns with gaps or misalignment - track as pending Known Issues.

Education
High School Diploma or GED - REQUIRED.

Bachelor's degree in a Computer Science related field or equivalent combination of knowledge and experience - REQUIRED.

Certification & Licensures
Comp TIA A+ certification - PREFERRED.
HDI certification - PREFERRED.
ITIL certification - PREFERRED.
Telephone Etiquette - Customer Service certification - PREFERRED.

Experience
4-6 years of experience in a customer service-oriented environment - REQUIRED.
Skill in using a Windows-based computer - REQUIRED.
4-6 years of call center experience - REQUIRED.
4-6 years of Information Technology experience - REQUIRED.
3-6 years of experience working with a ticketing platform for tracking and resolving needs - REQUIRED.
Previous experience working in a healthcare environment - REQUIRED.
4+ years experience working in an enterprise support environment - REQUIRED.

Healthcare is a rapidly changing environment and technology is integrated into almost all aspects of patient care. Computers and other electronic devices are utilized across the organization and throughout each department. Colleagues must have an understanding of computers and competence in using computers and basic software programs.