Parkview North Hospital Client Engagement Analyst I - Help Desk in Fort Wayne, Indiana
Parkview Health-IS Training and Support Professional - Non Clinical - Full Time, Evenings, Th, Fri, Sat, Sun 2p - 12a Posted 2018-12-06 Req # 138404 Summary: With some supervision, this role is responsible for engaging with the clients of Parkview Health by answering calls and through other methods in order to gather information necessary to troubleshoot and resolve hardware, software, and training issues and ensure end user productivity. Demonstrates consistent basic problem-solving and analysis skills for issue resolution and implements corrective measures. Enters and follows up with clients on incidents using appropriate tools and processes. Assists with client questions and researching technology problems. Provides service excellence to clients by adhering to quality measures, service level agreements, and expectations. Interfaces with Client Engagement team members, IS staff, and all levels of Parkview co-workers to ensure proper escalation during outages or periods of degraded performance. Responsible to ensure that time entry and help tickets are updated on a regular basis and that the client is kept informed during the process of issue resolution. Shares knowledge with co-workers and the client base. Constantly and consistently utilizes critical thinking and analytical abilities in seeking and resolving issues. Education: Minimum requirement of an Associates degree in Information Technology healthcare or other related field or comparable knowledge and skills obtained through 4 years additional work experience in a comparable job. Licensure/Certification: Must have a valid drivers license. Proficient in at least one module in the current Electronic Medical Record application at time of hire or must obtain within 6 months after hire (if service delivery vertical dictates). Experience: Minimum of 2 years experience in Information Technology healthcare or other related field. Experience in a call center help desk field support or training role strongly desired. Experience in troubleshooting applications hardware software and answering user questions. Knowledge working in a healthcare environment a plus. Basic knowledge and understanding of the Electronic Medical Record application is preferred (if service delivery vertical dictates). Must have outstanding verbal and written communication skills. Passion and dedication for service excellence and helping others is required. A strong desire to learn and instruct others is required. Must demonstrate skill and/or experience in problem solving and root-cause analysis of issues.