Senior Help Desk Support Coordinator - Tier 1
UHS of Delaware Inc. - Corporate Office - King of Prussia, PA

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Universal Health Services, Inc.
(UHS) is one of the nation's largest and most respected
healthcare management companies, operating through its
subsidiaries’ acute care hospitals, behavioral health
facilities and ambulatory centers nationwide. Founded in 1978,
UHS subsidiaries now have more than 65,000
employees. The UHS business strategy is to build or purchase
healthcare properties in rapidly growing markets and create a strong
franchise based on exceptional service and effective cost control.
Our success comes from a responsive management style and a service
philosophy based on integrity, competence and compassion.

The Senior Help Desk Support Coordinator supports
the implementation of UHS applications. In this role you are
responsible to meet deadlines and ensures the continued progress
toward assignment completion. Share experience with other members of
team. You will receives, evaluate and assign or otherwise addresses
Acute Care hospital and Corporate user requests for assistance
regarding problems related to IS systems in accordance with
department problem resolution and escalation protocols

Essential Job Duties

System Implementation
  • Supports the implementations of applications and
assists by working in the facility Command Center or UHS Corporate to
help process issues.

System Maintenance/Support

  • Researches and resolves Customer Support Center
Tickets with little guidance.
  • Gathers all necessary
information via on-line request form, telephone calls, facsimile,
e-mail or in person.
  • Escalates and communicates the
problem to the appropriate IS staff.
  • Documents the
impact of the problem. Assigns a priority level and resolution target
time.
  • Adheres to UHS Service Level and Change Management
Policies.
  • Establishes and maintains regular
communications with Acute Care and Corporate users regarding the
description and disposition of user requests for assistance,
requiring normal business courtesy and decorum, telephone etiquette,
and the ability to ascertain the exact nature of the problem.
  • Will contact vendor personnel regarding resolving and
escalating problems related to their applications.
•
Working knowledge of report generator applications, Email, Window
Operating systems, and Microsoft applications such as Word, Excel,
etc. and applications and systems used in the Health care industry.

Administration and Oversight
  • Maintains Service Excellence principles.
  • Prepares and submits status reports to supervisor as
required.
  • Keeps management well informed of activities,
needs, problems.
  • Performs other tasks as required by
management.

Requirements

Knowledge: Three or more years of
progressively more responsible Information Systems experience.

Skills: Advanced knowledge of support
methods and practices. Working/proven knowledge of problem resolution
and escalation protocol. Excellent PC troubleshooting skills in a
Windows environment. Understanding of software applications, printing
and printer issues and network connectivity. General familiarity with
a variety of business, clinical and financial systems such as
Exchange, Lawson,Active Directory, Cerner, etc. Proficient in use of
remote desktop tools. Demonstrated written and verbal
communication skills sufficient to communicate the exact nature
of the problem or request for assistance. Train new and
existing CSC staff on department policy and procedures. Compile statistics. Identify outages and their effects on
the business flow. Complete special assignments and projects when
assigned. Identifies trends during daily support functions and
suggests solutions. Suggests ways of improving processes and
procedures. Take the lead on urgent issues in the absence of other
management and report these issues to the proper Corp Director level
and facility staff.

Travel Requirements :
Minimal domestic US travel

If you meet the above requirements and are looking
for a rewarding career, please take a moment to share your background
with us by applying online. UHS offers competitive compensation
commensurate with experience and benefits programs including medical,
dental, life insurance and 401k.

UHS is not accepting unsolicited assistance from search
firms for this employment opportunity. Please, no phone calls or
emails. All resumes submitted by search firms to any employee at
UHS via-email, the Internet or in any form and/or method without
a valid written search agreement in place for this position will be
deemed the sole property of UHS. No fee will be paid in the event the
candidate is hired by UHS as a result of the referral or through
other means.

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