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Northeast Georgia Health System is rooted in a foundation of improving the health of our communities.

About the Role:

Job Summary

Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. The Informatics & Technology Services Support Team has a broad mandate to provide whatever support is needed in the use of systems or the facilitation of standardized processes for NGHS. Support should be prioritized in favor of external department customer's first, then internal department customers. Relies on instructions and pre-established guidelines to perform the functions of the job. Maintains functionality of end user equipment. Operates, controls and monitors computer equipment to ensure servers, services, interfaces, and sites have functionality. Is responsible for the satisfactory completion of each scheduled shift supporting the Help Desk as well as supporting computer operations monitoring. Works under immediate supervision.

Minimum Job Qualifications

• Licensure or other certifications:

• Educational Requirements: High School Diploma or GED. Two (2) years of technical training.
  Minimum Experience: 1-2 years related IT and/or customer service experience required. Some work-related or academic-related experience utilizing computers is required. Experience with equipment similar to that being used in Informatics & Technology Services is preferred. Computer Operations experience or a hands-on technical school program preferred.

• Other:

Preferred Job Qualifications

• Preferred Licensure or other certifications: A+ Certification; MCSE (Microsoft Certified Solutions Expert); ITIL Certification; HDI (Help Desk Institute) Certification

• Preferred Educational Requirements:

• Preferred Experience:

• Other:

NGHS Core Competencies

• Being Vulnerable: Admits mistakes and shortcomings; Shares thoughts and feelings openly; Is transparent without hidden agendas; Seen as authentic and genuine; Open and non-defensive to feedback

• Communicating Effectively: Shares information fully and offers knowledge and experience; Conveys ideas in a manner that engages others; Takes unpopular positions if necessary; Engages in unfiltered dialogue; Relates to others in a respectful manner, regardless of level, personality and background

• Being Accountable: Demonstrates tenacity and perseverance; Takes initiative; Engages resources to overcome obstacles; Has the courage to do the right thing even when difficult; Acts with integrity in accordance with our Core Values

• Displaying Empathy: Shares in the joys and pains of others; Is available and offers to help others; Shows concern for the challenges of others; Has a positive and kind demeanor; Takes a non-judgmental approach with others

• Holding Others Accountable: Provides current actionable feedback, both corrective and reinforcing; Doesn't allow problems to fester; Takes action when necessary, even if unpleasant; Uses every opportunity to give reinforcing feedback to others; Helps others see their blind spots

• Listening: Practices attentive and active listening; Listens for the unsaid; Asks questions to confirm understanding; Hears people out without interrupting; Is open to viewpoints of others

• Managing Disagreement: Acknowledges differing viewpoints and sees it as an opportunity to learn; Doesn't run away from conflict; Strives for win/win solutions; Hammers out tough agreements; Finds common ground and solves problems for the good of all

• Promoting Teamwork: Values the contributions of all; Connects others' roles to organizational and team success; Encourages and supports; Cuts across boundaries to get things done; Puts own needs aside for good of the team and the organization

• Striving for Continuous Improvement: Experiments regularly with new ideas and approaches; Willing to fail; Learns from mistakes; Always seeks to be better tomorrow than today; Adapts to change

Organization Expectations

• Quest: Demonstrates/utilizes Quest tools in department.

• Talent Development: Coaches and develops staff.

• Safety: Promotes patient, visitor and staff safety and effectively manages hazards that lead to injury or harm.

• Productivity: Meets productivity expectations.

• Regulatory Compliance: Ensures department's compliance with all regulatory, DNV, mandatory education, and similar requirements.

Key Performance Indicators (KPI)

Identifies unit/department level goals that align with the organization's Key Performance Indicators.

HIPAA (Health Information Portability and Accountability Act)

If, in the normal course of my duties and responsibilities, I am required to access protected health information (PHI) and electronic protected health information (EPHI) for the purposes of treatment, payment and operations within Northeast Georgia Health System, I will limit such access to only the minimum necessary amount of PHI and EPHI necessary to perform the functions of my job. If access is not required in the normal course of my duties and responsibilities, I will not access PHI or EPHI.

Job Specific and Unique Knowledge, Skills and Abilities

• Prioritizes, screens and highlights phone calls and requests with follow up to deliver the highest possible customer service. Ensures all calls are accurately documented into the tracking system in a timely manner and escalated as needed. Pages/beeps/calls departmental employees as needed and according to standards

• Responds to system status inquiries within standards

• Uses all the resources available to them including instructions, error codes, manuals, etc., to understand the process or problem on their own before seeking assistance or giving a call to technical support. Takes initiative or moves ahead without assistance. Describe in writing technical problems

• Performs the tasks usually associated with computer operations

• Analytical problem solving skills

• Actively participates in team processes and presentations

• Assists the Manager and Supervisor as needed. Assists all departmental teams with clerical services according to standards

Essential Tasks and Responsibilities

• Exemplifies the organization's customer service standards.

• Improves work processes.

• Meets all mandatory educational requirements.

• Complies with confidentiality rules, policies and regulations in all aspects of the job.

• Demonstrates working knowledge of safety practices.

• Promotes teamwork within the department.

• Meets NGHS attendance standards.

• Utilizes financial resources effectively.

• Communication between support specialist, customers, and other employees is clear, concise and professional as measured by random observation, team leader and fellow team members.

• Evaluate and pursue areas of automation that could improve productivity for team or organization.

• Adaptable in changing situations and work assignments, including emergency shift coverage.

• Documentation is current and reviewed by team periodically to ensure validity in software application ITS is using.

• Utilizes the computer shift checklist to complete scheduled work.

• Documents all hardware or operational problems (or potential problems).

• Triage issues and gauge severity and urgency before contacting other IT members for assistance.

• Assists and participates in IT and other departmental projects where requested.

• Be committed to continual professional development.

Physical Demands

• Weight Lifted: Up to 20 lbs, Occasionally 0-30% of time

• Weight Carried: Up to 20 lbs, Occasionally 0-30% of time

• Vision: Heavy, Constantly 66-100% of time

• Kneeling/Stooping/Bending: Occasionally 0-30%

• Standing/Walking: Occasionally 0-30%

• Pushing/Pulling: Occasionally 0-30%

• Intensity of Work: Occasionally 0-30%

• Job Requires: Reading, Writing, Reasoning, Talking, Fingering

Environment and Working Conditions

• OSHA Category III: Job classifications in which the normal duties do not entail predictable or unpredictable contact with blood or other potentially infectious or hazardous materials.

Working at NGHS means being part of something special: a team invested in you as a person, an employee, and in helping you reach your goals.

NGHS: Opportunities start here.

Northeast Georgia Health System is an Equal Opportunity Employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, protected veteran status, genetic information, or any other legally protected classification or status.