Service Desk Technician I
Northwestern Memorial Hospital - Chicago, IL

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The following information in red applies only to Northwestern Memorial Hospital and Northwestern Memorial Physician Group applicants for staff level positions.

As part of completing the application process, you will be required to complete an online-assessment which will be sent to your e-mail following the submission of your resume. This questionnaire should take you approximately 45 minutes to 1 hour to complete. Please note that your application will not be considered until there is a finalized assessment on file. If you have previously taken this assessment, you will not be required to take it again. We appreciate your interest in Northwestern Memorial HealthCare.

Northwestern Lake Forest applicants will not be required to take the assessment at this time.

QUALIFICATIONS: Required: Bachelor's degree or job experience. Previous customer service experience-phone support or person-to-person (Minimum 1 year). Prior Data Center Management and event monitoring (Minimum 1 year). Excellent verbal and written communication skills. Excellent working knowledge of mainframe and mid range printing and systems security problems. Expert coordination, facilitation, consultation and conflict resolution skills. Experience and skills necessary to support the evaluation of complex, integrated problems which may negatively impact NMHC operations. Adapts well to rapid change and immediate priorities. Strong interpersonal skills and customer service orientation/aptitude. Well developed diagnostic and problem solving skills to coordinate problem determination and resolution. Knowledge and experience with NMH specific systems. Desired: Healthcare knowledge and / or experience. Familiarity with event monitoring tools.

ESSENTIAL FUNCTIONS: The Service Desk Technician I reflects the mission, vision, and values of Northwestern Memorial, adheres to the organization's Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards. The Service Desk Technician I is a single point of contact for all service and support for application/hardware issues. The Service Desk Technician I receives calls regarding incidents and requests displaying varying levels of complexity and must be able to identify and prioritize them. The Service Desk Technician I is responsible for creating a positive customer experience. In addition the Service Desk Technician I operates all computing platform hardware, monitors the systems performance and batch schedules on multiple computer platforms. Analyzes potential and occurring problems and takes corrective action where called for or seeks assistance from Clinical, Administrative, or Technology Support. Provide customer service and technical support through analysis and problem solving to facilitate installation, implementation, maintenance, education and documentation of a multiple hardware and software systems. Utilization of an Automated Call Distribution System and Help Desk call tracking software. Making an initial assessment of requests, attempting to resolve them or refer them to someone who can: Capture details of problems and differentiate amongst all levels of complexity and priority. Develop positive customer relationships, which encourage customers to consider solutions and improvements to their operating environment in line with technical standards. Closing incidents and confirmation with the customers. Takes "primary ownership" of internal client issues and relationships and follows issues not only to closure but to quality follow up. Keeping customers informed on request status and progress. Assimilate information quickly and determine course of action to resolve or mitigate the caller¿s problem. Identifies system malfunctions and initiate corrective action to maintain schedules and to ensure the integrity of production files and output. Monitoring and escalation procedures relative to the appropriate SLA. Monitor the computing environment (servers, communication lines, mid-range and mainframe components) to ensure readiness to process production information in a timely and expeditious manner. Operates computer peripheral and LAN devices, handles input and output media with care for integrity of data and record media as required by operating procedures and guidelines set forth. Supports IT Service Management Strategies and fosters teamwork to create a thorough, knowledgeable and consistent level of customer support. Technical competence for assigned customer systems while developing, managing and acting upon knowledge of the integration and interaction of all support systems. Communicates clearly, concisely, responsively and purposely with customers and team members. AA/EOE.

Northwestern Memorial Hospital - 22 months ago - save job - copy to clipboard
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If you get blown over in the Windy City, Northwestern Memorial HealthCare (NMHC) can get you upright again. Its primary facility,...