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IT Helpdesk Lead

Company: Pinehurst Surgical Clinic PA
Location: Pinehurst
Posted on: August 7, 2022

Job Description:

Description:
The Health Information Specialist provides support for the I.T. helpdesk. In addition, this employee installs and supports network hardware, troubleshoots clinical applications, maintains the server virtual environment, and manages vendors by tracking hardware and software issues. This position requires a commitment to professional development.

1. Other duties as assigned Customer Support
a. Serve as a backup for departmental phone support helpdesk line
b. Resolve work orders within time frame specified by service level agreements
c. Maintain excellent customer feedback scores

2. Oversee Daily support operations
a. Monitor ticketing system and ensure compliance with SLAs
b. Provide second level support and intervention for escalated helpdesk tickets
c. Mentor staff and groom helpdesk roles to assume primary responsibility for workstation health, group policy and Virtual desktop support

3. Desktop architecture and group policy
a. Maintain virtual desktop infrastructure
b. Responsible for successful client software deployments
c. Desktop security and virus protection

4. Technology selection and pricing
a. Establish standard technologies utilized by clinics for printing and compute
b. Negotiate best pricing for standard technologies
c. Develop inventory practices

5. Cisco Phone Support
a. Help departments to improve call flow efficiency using Cisco Call Manager, Unity and UCCX Finesse
b. Assist department managers with phone analytics and custom reporting

6. PACS Imaging Administration
a. Assists doctors with viewing problems within PACS imaging system
b. Maintains account security and administers physician work lists for PACS system
c. Establishes image study routing rules and troubleshoots delivery problems
d. Coordinates and assists with installation and integration of new imaging modalities

7. Application and I.T. Support
a. Understanding and familiarity with all applications which interface with Touchworks EMR
b. Support of Laboratory Information System and lab equipment
c. Respond to a wide range of software and hardware problems within the clinic

8. Project Work
a. Management and completion of complex, business critical software projects as assigned

9. Professional Development and Application of Skills
a. Maintains general knowledge of all clinic computing systems
b. Stays abreast of changes in Information Technology field
c. Keeps skill set current
d. Uses industry specific knowledge to seek innovative solutions to clinical problems

PM22

Requirements:
Preferred Qualifications :
1. Bachelor's degree in Information Systems or related field preferred.
2. At least two years' experience in computer support
3. Knowledge of Microsoft Active Directory and Microsoft Exchange
4. Familiarity with VMWare virtual desktop administration
5. Experience with Microsoft Office 365
Ability to troubleshoot computer hardware and Windows operating systems

Personal Characteristics :
1. Customer service driven
2. Ability to work on multiple tasks simultaneously
3. Comfortable working with teams
4. Well organized
5. Ability to communicate technical information to a diverse group of people

PI185336461

Keywords: Pinehurst Surgical Clinic PA, Fayetteville , IT Helpdesk Lead, Other , Pinehurst, North Carolina

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