Job Overview:

This position provides high quality and responsive client side support and customer service by analyzing customer service requests and performing problem determination and resolution. The position responds appropriately to customer requests for service and documents remediation concisely. Position Installs, diagnose, image, repair and upgrade computer hardware, software and equipment (printers, mobile devices). The position uses IS experience, including hardware, software, operating systems, operational and application knowledge and analytical tools to resolve issues. The person prioritizes and completes customer requests in a timely, thorough, accurate manner, with escalation on behalf of the customer to appropriate staff level. Also responsible as needed to monitor and update asset management inventory. Technical support and knowledge of over 200 complex, high risk applications many unique to Healthcare. Ability to install and configure every application. resolving application compatibility and interoperability issues for software and hardware. Diagnose and remediate viruses and malware. Be able to work efficiently within stringent time constraints to complete tasks that involve patient care systems, completing support tickets consistent with departmental Service Level Agreements. Provides first level (tier one) network, server and telecommunications support to over 200 off campus locations, as needed.

Job Requirements:

Associate's Degree in Information Systems; or Computer programming or Computer Science or related field, or equivalent combination of education and experience Equivalent experience accepted in lieu of degree
Microsoft OS 
Deployment Technologies 
Application management 
Remote Mangement 
Command-Line Protocols 
Diagnostic Tools 
Active Directory 
Encryption 
Certificates 
Written documentation skills
2-3 years experience 

Job Responsibilities:

Provides medium to advanced technical support on-site for client specific hardware, software, and applications.
Research, analyze and resolve customer issues in an accurate and timely manner by using the appropriate tools and resources to assess situations and find resolutions while retaining ownership. Including documenting resolutions of support requests.
Provides on call support via remote or on-site for users after normal business hours, weekends, and holidays.  While being on call, you are directly contactable by telephone/text/email/chat.
Complete time tracking, as well as update/document incident or task updates in ticketing portal in a timely fashion to ensure that service level agreements are being met. 
Employee exhibits dependability in areas such as attendance, timely performance of duties, and demonstrates flexibility and/or initiative in seeking or accepting additional assignments. 
Exhibits professional image and behavior toward patients, visitors, physicians, and other employees and creates a positive impression consistent with Professional Etiquette.


Other Job-Related Information:

Working Conditions:

Climbing - Rarely
Concentrating - Consistently
Continuous Learning - Consistently
Hearing: Conversation - Consistently
Interpersonal Communication - Consistently
Kneeling - Frequently
Lifting <10 Lbs - Consistently
Lifting 50+ Lbs - Occasionally
Lifting 11-50 Lbs - Frequently
Pulling - Frequently
Pushing - Frequently
Reaching - Occasionally
Reading - Consistently
Sitting - Consistently
Standing - Frequently
Stooping - Frequently
Thinking/Reasoning - Consistently
Use of Hands - Consistently
Color Vision - Frequently
Walking - Consistently

TriHealth SERVE Standards and ALWAYS Behaviors
At TriHealth, we believe there is no responsibility more important than to SERVE our patients, our communities, and our fellow team members. To achieve our vision and mission, ALL TriHealth team members are expected to demonstrate and live the following: 

Serve: ALWAYS…
• Welcome everyone by making eye contact, greeting with a smile, and saying "hello"
• Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist
• Refrain from using cell phones for personal reasons in public spaces or patient care areas
Excel: ALWAYS…
• Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met
• Offer patients and guests priority when waiting (lines, elevators)
• Work on improving quality, safety, and service 
Respect: ALWAYS…
• Respect cultural and spiritual differences and honor individual preferences.
• Respect everyone’s opinion and contribution, regardless of title/role.
• Speak positively about my team members and other departments in front of patients and guests.
Value: ALWAYS…
• Value the time of others by striving to be on time, prepared and actively participating.
• Pick up trash, ensuring the physical environment is clean and safe.
• Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste.
Engage: ALWAYS…
• Acknowledge wins and frequently thank team members and others for contributions.
• Show courtesy and compassion with customers, team members and the community