What are the responsibilities and job description for the IT Technical Support Representative position at UnityPoint Health?
Overview:
As a member of the IT Service Center team, the Technical Support Representative is responsible for first-line IT support for all UnityPoint Health regions. This position works closely with UnityPoint Health employees to understand and resolve their IT technical service needs and/or communicate the service need to 2nd level support or management when further troubleshooting is required.
Responsibilities:
Customer Service
- Works collaboratively with other UnityPoint Health IT team members to assist in problem resolution and optimal application functionality.
- Builds team morale by creating and maintaining effective working relationships while communicating openly, honestly and professionally with co-workers.
- Provides phone coverage for essential business needs identified by management.
Technical Support
- Provides front line technical phone support for system applications and hardware when our customer’s service needs arise.
- Facilitates communication around outages when needed.
- Utilizes problem tracking tool to notate issues and sufficient resources to assist users as needed
Quality Improvement
- Assist co-workers with ongoing training needs on new system functions, hardware/software, and workflow.
- Updates department knowledgebase and processes/procedures as needed
- Identify areas where further solutions, training or communication is required to better serve our customer base.
Basic UPH Performance Criteria
- Demonstrates the UnityPoint Health Values and Standards of Behaviors as well as adheres to policies and procedures and safety guidelines.
- Demonstrates ability to meet business needs of department with regular, reliable attendance.
- Employee maintains current licenses and/or certifications required for the position.
- Practices and reflects knowledge of HIPAA, TJC, DNV, OSHA and other federal/state regulatory agencies guiding healthcare.
- Completes all annual education and competency requirements within the calendar year.
- Is knowledgeable of hospital and department compliance requirements for federally funded healthcare programs (e.g. Medicare and Medicaid) regarding fraud, waste and abuse. Brings any questions or concerns regarding compliance to the immediate attention of hospital administrative staff. Takes appropriate action on concerns reported by department staff related to compliance.
Education:
- Minimum two year degree in computer science or equivalent work experience accepted only if previous experience applies to the position.
- Four year degree in Computer Science, Information Technology or similar education preferred
Experience:
- Minimum two years of experience in call center, technology field, or healthcare industry.
License(s)/Certification(s):
- Valid driver’s license when driving any vehicle for work-related reasons.
Knowledge/Skills/Abilities:
- Working knowledge of various hardware devices and operating systems.
- General knowledge of Microsoft products.
- Communicates effectively both verbally and non-verbally.
- Aptitude to multitask with multiple systems while effectively communicating with customer.
- Excellent typing and notation skills
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