Help Desk Specialist I ICP

HonorHealth
United States, Arizona, Scottsdale
8901 East Mountain View Road (Show on map)
Nov 15, 2024
Overview Looking to be part of something more meaningful? At HonorHealth, you'll be part of a team, creating a multi-dimensional care experience for our patients. You'll have opportunities to make a difference. From our Ambassador Movement to our robust training and development programs, you can select where and how you want to make an impact. HonorHealth offers a diverse benefits portfolio for our full-time and part-time team members designed to help you and your family live your best lives. Visit honorhealth.com/benefits to learn more. Join us. Let's go beyond expectations and transform healthcare together. HonorHealth is one of Arizona's largest nonprofit healthcare systems, serving a population of five million people in the greater Phoenix metropolitan area. The comprehensive network encompasses six acute-care hospitals, an extensive medical group with primary, specialty and urgent care services, a cancer care network, outpatient surgery centers, clinical research, medical education, a foundation, an accountable care organization, community services and more. With nearly 15,000 team members, 3,700 affiliated providers and close to 2,000 volunteers dedicated to providing high quality care, HonorHealth strives to go beyond the expectations of a traditional healthcare system to improve the health and well-being of communities across Arizona. Learn more at HonorHealth.com. Responsibilities Job Summary Provides first tier HelpDesk analysis and coordination for ongoing support of assigned applications and systems to include troubleshooting and problem resolution. Assists staff, as well as physician practices, in the day-to-day support of systems and the use of systems, computers, and mobile devices in their offices. Participates and is involved in operational tasks as necessary including, but not limited to, onboarding and project work. Provides after-hours, on-call support as scheduled. Maintains documentation for support problems and resolutions and provides training to the user community. At times, may also be requested to provide end-user training to end-users in physician practices. Training may be in-person classroom, in-person 1 on 1, or remote via web conference. Provides day-to-day technical support to staff and member physician offices (both remotely and on-site at physician offices) to include troubleshooting and documentation of troubleshooting guidelines for common problems. Maintains errors logs and correctly inputs problem ticket information on a daily basis. Analyzes and solves computer application problems such as improper installation configuration and / or user keying error. Responsible for answering call queues, responding to email inquiries, and communication through text regarding ICP technologies. Adheres to set customer service standard level requirements. Provides technical assistance to management and staff in understanding capabilities of various databases, hardware / software and prepares presentations and provides interpretations of computer specifications. Works with users to determine software and hardware needs. Trains end users on such. Contributes to the coordination of building and testing of systems for supported physician practices and facilitates the installation of new systems as requested. Serves a resource to the project manager assigned. Is able to provide training to end users as necessary Plans, tests, evaluates, and participates in technical aspects of application upgrade implementation activities Maintains skills currency and keeps abreast of current issues in Health Care. Identifies opportunities for improvement. Qualifications Experience 2 years Experience in IT industry Required 1 year As application support analyst, desktop support analyst, or similar role Required