Senior Help Desk Specialist (IIBA)

Summary: As the initial or escalated phone contact for clients, the senior help desk employee collects detailed information and prioritizes service requests in order to determine resolution or a method of escalation.

General Description: The Senior Help Desk Specialist must be able to work effectively and efficiently to identify and resolve multiple high priority issues in a fast paced office environment with constant interruptions and continual deadlines. This position must demonstrate professionalism to the client in order to positively affect customer’s impression of our support. This position must have excellent organizational skills, a sense of urgency, the ability to make good decisions, and the skills needed to effectively prioritize tasks.

Essential Duties / Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Respond promptly to all customer requests via phone, email, instant messaging, and walk ups
• Practice effective troubleshooting, information capturing, triaging and escalation of all issues
• Support all general I.T. hardware and software in a large enterprise environment
• Support a wide array of high specialized radiology specific applications and infrastructure; Picture Archiving Systems (PACS), Radiology Information Systems (RIS), voice recognition software, and HL7 interfaces
• Maintain understanding of HealthCare integration standards such as HL7, DICOM, and XML
• Maintain knowledge of IT standards as they relate to RIS and PACS architecture
• Demonstrate application functionality and workflow to appropriate personnel
• Contribute to system maintenance and technical documentation to ensure knowledge sharing
• Monitor for trends in clinical applications issues to ensure systems are running optimally
• Develop and maintain fundamental knowledge of clinical applications functionality and workflow
• Provide remote support for project and application deployments
• Collaborate with the Healthcare Solutions Team to ensure the overall success of upgrades
• Proactively monitor and act upon automated system alerts and emails
• Works independently to Resolves general IT problems (PC hardware, PC software, etc.) in a timely manner.
• Develops deployment strategies for introducing new technologies into existing environments, i.e. new software, software patches, new hardware, hardware upgrades.
• Takes the lead of help desk resources within projects as necessary.
• Takes ownership of escalated tickets, using the engineering team as a resource when needed.
• Invests time with Jr. and Help Desk positions for training and mentoring.
• Provides oversight, tracking, and reporting on the status of escalated tickets.
• Analyzes system logs and identifies potential issues with computer systems.
• Addresses scheduled downtimes, plans for and responds to service outages and other problems.
• Works with Manager to assign specialized tasks
• Researches unresolved IT issues for applications and unresolved software and IT application issues.
• Other duties as assigned.

Occasional regional travel, weekend work and on-call rotation will be required., * Ability to maintain strict confidentiality.

• Honest, pleasant manner, and good personal hygiene.
• Free of alcohol and drug abuse.
• Valid state driver’s license and proof of insurance.
• Excellent communication and interpersonal skills.
• Detail oriented, ability to multi-task, organized, and able to work in a fast paced environment.

• Demonstrates self-directed learning and participation in continuing education through professional journals, approved seminars, etc.

• Adheres to departmental standards and personnel policies by demonstrating professional demeanor in conduct and appearance.
• Follows company departmental standards and personnel policies by using good teamwork and communication skills to help identify concerns and solutions, assisting where needed to ensure a smooth functioning department.
• Performs other duties as required by displaying team spirit and self-growth, accepting and performing other projects and responsibilities, and requesting other projects and responsibilities.
• Rotates to other shifts and locations as needed
• Follows all Health and Safety policies and guidelines of Inland Imaging and its partners depending on work location

• Education: Bachelor’s Degree in related field or equivalent experience
• Experience: Four years of related experience including-
• Experience in a technical helpdesk or customer service role
• Experienced in PC hardware installation, configuration, and troubleshooting.
• Proficiency in Windows 7, Windows 10, and Microsoft Office products
• Knowledge in software and image creation/deployment via 3rd party software
• Experience supporting RIS, PACS and Voice Recognition
• Experience in Radiology workflow such as RIS, PACS, or EMR/EHR
• Knowledge of medical modalities, image transmission, and DICOM standards
• Fundamental knowledge of human anatomy and exams conducted in a radiology
• Drug Test: Eligible employees must be able to pass a post-offer, pre-employment drug test.