Provides Level 1 and Level 2 support. Helpdesk needs include phone support, handling minor triage issues with basic troubleshooting and escalating all other issues to Level 2 and 3 support. Responsibilities include maintaining, developing and supporting personal computers, servers, local and wide area network, software, and data communications technologies throughout the Firm, to maximize Firm-wide productivity and minimize system downtime. Assists with Helpdesk duties and installs hardware and software. The primary job duties this position is responsible for achieving are listed in order of importance.
* Provide responsive first-level remote support to end users of applications and dedicated imaging workstations and related servers, including application functionality, user management, data correction, application upgrades, basic troubleshooting/problem solving, basic understanding of inter-application dependencies, network connectivity, HL7 and DICOM communication, and HIPAA/SOX requirements. * Distribution of data to end users. * Communicate system/application status to end users at a regional/site/department level. * Monitoring of systems/applications (dashboards, performance indicators, Nagios). * Work closely with IT and vendor support staff to provide seamless support of shared systems. * Demonstrate ownership and a commitment to resolving problems, while recognizing when problems need to be escalated to the next level to ensure timely resolution. * Effectively communicate issue status and resolution to end users to keep them up to date. * Provide ongoing application functionality instruction/training to end-users as necessary. * Support hardware and application replacement and upgrade activities, as needed. * Participate in implementation of applications, as needed. * Assist in establishing support policies and procedures. * Other duties as assigned.
Additional Requirements: * Ability to work in high-pressure environment, involving multiple interrelated applications. * Strong skills required in critical thinking and analysis, problem solving, troubleshooting, verbal and written communications, and interpersonal interactions (e.g. partnering, conflict management, consulting, etc.). * Ability to adjust style and communications, as necessary, to customers with a variety of levels and technical knowledge, including leaders, clinicians, staff and other support personnel. * Must be able to work in a Labor/Management Partnership environment.
Preferred Work Experience and Qualifications (Indicate preferred years of job experience, skills or abilities required for the job.) * Minimum one (1) year of experience providing comprehensive dedicated support of multi-tiered applications, including database, network, client/server and user management related activities required. * Familiarity with the DICOM and HL-7 Standards highly preferred (if not, will train, but work with on a daily basis). * A comprehensive understanding of workflow in a medical imaging environment preferred. * Previous Helpdesk experience preferred.