Based in Mobile, Alabama, USA Health is seeking an IT Help Desk Specialist to join the on-site team and serve as the first point of contact for technology users across the health system. The role centers on diagnosing and resolving hardware, software, and application issues, capturing details, and escalating when necessary, while also supporting user education and IT events such as go-lives.
Responsibilities
- Assist the USA Health System user community by evaluating, troubleshooting, and resolving computer hardware, applications, and software problems.
- Investigate technical problems across applications, network, and PC support areas and escalate unresolved matters to the appropriate resource.
- Respond to end-user queries by phone, email, or chat, providing first-level assistance and support.
- Carry out troubleshooting to determine the cause and correction of user problems with applications, PC software, hardware, and/or network by guiding customers through problem-solving steps.
- Assist in educating end users and staff via phone, email, or chat regarding first level of assistance and support.
- Maintain appropriate documentation of incoming concerns and issues by properly escalating unresolved matters with the designated ticketing system defined by USA Health.
- Recommend procedure modifications or improvements.
- Ensure required documentation items are on help desk tickets.
- Utilize excellent customer service skills and exceed end-user expectations.
- Follow up with end users for help desk level issues and ensure issues are resolved.
- Support IT events such as application go-lives.
- Complete all mandatory department, educational and hospital requirements.
- Adhere to current Infection Control and Safety Standards.
- Regular and prompt attendance.
- Ability to work schedule as defined and overtime as required.
- Related duties as assigned.
Requirements
High School Diploma or equivalent and 2 years of related experience. Required.
Technologies
- Electronic Medical Record (EMR) systems
Overview
USA Health is transforming medicine along the Gulf Coast to address the unique needs of the surrounding community. The organization is changing how medical care, education, and research impact health in Mobile and the region, supported by a team of doctors, advanced care providers, nurses, therapists, and researchers delivering leading medical practice across multiple facilities, campuses, clinics, and classrooms. Patients gain access to innovative treatments through this network of care and learning.
Additional information
Employees must be in a regular position, working 20 hours or more per week (0.50 FTE or greater) to qualify for benefits.
Equal Employment Opportunity Employer: The University of South Alabama is an Equal Opportunity Employer and does not discriminate on the basis of race, color, national origin, sex, pregnancy, sexual orientation, gender identity, gender expression, religion, age, genetic information, disability, protected veteran status or any other legally protected basis. EO Employer – minorities/females/veterans/disabilities/sexual orientation/gender identity.
