IT Helpdesk Analyst

The IT Helpdesk Analyst delivers first-line technology support for incoming issues and helps maintain day-to-day facility operations. The position includes documenting and troubleshooting requests received by phone, email, and ticketing, as well as supporting common computer systems, peripherals, and healthcare-connected IoT/IoMT devices.

Location and Compensation

• Location: Lafayette, TN (onsite)
• Pay: USD 23 to 29 per hour
• Education: High School

Role Responsibilities

• Provide initial first-line support for incoming technical issues submitted by employees, contractors, healthcare providers, and other third parties to support facility operations.
• Primarily document and troubleshoot incoming calls, emails, and tickets in the office.
• Troubleshoot typical computer systems and peripherals, as well as IoT and IoMT devices as needed.
• Work within industry standard operating systems and productivity applications.
• Support medical software applications including EHR, PACS, RIS, LIS, and other solutions.
• Participate in an on-call schedule to support organizational needs outside normal department operating hours.
• Perform other related duties and responsibilities as assigned to support organizational needs and maintain effective technology operations.
• Comply with hospital policy to provide services in accordance with applicable state and federal laws and with high standards of business and professional ethics.

Required Qualifications

• High School education.
• Computer knowledge required in troubleshooting computer systems is preferred.
• Experience managing computers and networks in a hospital or healthcare setting is preferred.
• Working knowledge of computer systems.
• Fundamental skills of planning and organizing.
• Excellent composition and oral communication skills.
• Ability to exercise good judgment.
• Broad knowledge of all functions of Information Services is preferred.
• Knowledge of specific healthcare systems is a plus.
• Ability to work for extended periods of time and in variable hours.
• Ability to gather and analyze information.
• Effective verbal and written communication.
• Exceptional ability to interact with physicians, department managers, and the public.
• Good interpersonal skills.
• Good physical and mental health to function effectively under varying stress levels.
• May require physical handling of heavy supplies or equipment.
• All duties to be performed as assigned by the Director of Information Services.

Technology Stack

• EHR
• PACS
• RIS
• LIS
• IoT
• IoMT

Supervision and Reporting

• Reports to: Director of IS/Safety
• Supervises: None
• Degree of supervision: Job functions should be performed with very little supervision required.

Working Conditions

• Hospital rooms, common areas, clinical departments, and hospital grounds.
• Potential hazards include exposure to blood or body fluids, exposure to extreme hot or cold conditions, exposure to communicable diseases, exposure to dust/fumes/gases, exposure to unprotected heights, exposure to moving mechanical parts, exposure to computer monitor use, and exposure to potential electric shock.
• Additional potential hazards include frequent repetitive motions, exposure to x-ray electromagnetic energy, high pitched noises, and exposure to needles or other sharp objects.

Physical Requirements

• Ability to climb, kneel, and stoop while performing assigned duties under semi-stressful situations.
• Visual acuity required to ensure work is being completed correctly.
• Moderately heavy work including frequent lifting and carrying of objects up to 60 pounds.
• Considerable walking, standing, and pushing/pulling of equipment.

Personal Protective Equipment (PPE)

• Requires use of personal protective equipment during various tasks/activities.
• PPE may include gloves, masks, and safety glasses.

Patient Age Groups Served

• Birth to 1 Year: Infant
• 2 to 12 Years: Pediatric
• 13 to 18 Years: Adolescent
• 19 to 69 Years: Adult
• 70+ : Geriatric
• N/A: No responsibility to treat or care for patients