UnityPoint Health

  • IT Technical Support Representative

    Requisition ID
    2018-49157
    Category
    Information Technology
    Location
    US-IA-Cedar Rapids
    Address
    3851 River Ridge Drive NE
    Affiliate
    9010 Administration
    City
    Cedar Rapids
    Department
    Service Center
    State
    IA
    FTE
    1.0
    FLSA
    Non-Exempt
    Scheduled Hours/Shift
    Monday - Friday 7:30A-4P
    Work Type (Portal Searching)
    Full Time Benefits
  • Overview

    Shift needed: Monday - Friday 7:30A-4P

     

    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.

    Qualifications

    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.
    • Knowledge of healthcare industry systems. Understands computer system functionality, limitations, and architecture of supported applications preferred. 

    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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