Job Description

Interested in a career with both meaning and growth? Whether your abilities are in direct patient care or one of the many other areas of healthcare administration and support, everyone at Parkland works together to fulfill our mission: the health and well-being of individuals and communities entrusted to our care. By joining Parkland, you become part of a diverse healthcare legacy that’s served our community for more than 125 years. Put your skills to work with us, seek opportunities to learn and join a talented team where patient care is more than a job. It’s our passion.

PRIMARY PURPOSE

Under general direction, responsible for quality initiatives within the Help Desk Support area, ensuring optimal operations with regard to PC, service or mainframe applications, and hardware services.

MINIMUM SPECIFICATIONS

Education:
-Prefer a Bachelor's degree in Computer Science, or a related field.

Experience:
-Must have six years of cumulative experience consisting of help desk, technical support, or technical engineering experience.

Equivalent Education and/or Experience
-May have an equivalent combination of education and/or experience in lieu of specific education and/or experience as stated above.

Certification/Registration/Licensure:
-Prefer Microsoft Certified Technology Specialist (MCTS) certification, within specific specializations including Office, .NET Framework, SQL Service Specializations, Business Intelligence, and Windows.

Skills or Special Abilities:
-Must have an expert level knowledge of assigned help desk environment, including set up of systems and troubleshooting protocols.
-Must be able to demonstrate knowledge and ability to operate a computer using word processing, spreadsheet, and data management software.
-Must be able to serve as a resource to co-workers with regard to help desk support.
-Must be able to demonstrate ability to create presentations in a corporate training environment.
-Must be able to demonstrate ability as an evaluator in a quality assurance and/or customer satisfaction program which utilizes reported metrics and feedback for the agents.
-Must have intra-departmental communication skills, with the ability to effectively communicate, both verbally and in writing.
-Must have ability to improve agent behavior and performance using both an informal-coaching process, as well as formal document evaluation process.
-Must be able to demonstrate ability to improve agent behavior and performance; using both an informal-coaching process, as well as a formal-document evaluation process.
-Must have knowledge of call center Monitoring Tools, such as call listening, chat room, and call metric reporting tools.
-Must be able to demonstrate practical knowledge regarding troubleshooting login related issues in either an active directory of Windows NT environment.
-Must be able to demonstrate knowledge related to troubleshooting Intel PC related issues in either a call-center or desktop support environment.
-Must be able to deliver great customer service in a customer-centric call environment.
-Must have a strong working knowledge, in a troubleshooting environment, of complex networking or hospital/health application issues.
-Must be able to express ideas, concepts, data, and instructions using word processing, presentation, and data manipulation (spreadsheet and reporting) tools.
-Prefer knowledge of MAC and/or SMART phones.

Parkland Health and Hospital System prohibits discrimination based on age (40 or over), race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, national origin, marital status, political belief, or veteran status.

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