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Job Summary
The person in this position is responsible for investigating and resolving simple to moderate software, hardware, and infrastructure problems under moderate supervision for technical and clinical systems and services. This person maintains incident-related documentation, ensuring that all information pertaining to an incident or service request is documented. This position is expected to maintain excellent customer relationships.
Accountabilities

• Provide first-level contact and problem resolution for all users with hardware, software and applications problems. Uses advanced troubleshooting skills to solve issues at point of call.
• Thoroughly documents all user encounters within the ITSM software, capturing pertinent user information, description of issue, troubleshooting steps and resolution notes offering the user and the other Support Center staff the furture knowledge to resolve the same issue in the future.
• Escalate incidents to technical and clinical support staff per protocol acting as a liaison between customers and second level support staff to ensure accurate issue interpretation. Maintain communications with customers during the issue resolution process.
• Maintain working knowledge of supported products and services, utilizing available online training to improve skills.
• Review and recommend modifications to procedures.

Supervisory/Management Responsibility

This is a non-management job that will report to a supervisor, manager, director, or executive.

Minimum Requirements

• High School diploma or equivalent
• 4 years of Information Technology, Computer Science or directly related exp

Required Certifications/Registrations/Licenses

Successful Completion of End User Epic Training within 120 days of hire into position measured by passing the Service Center Post Training Assessment.

In Lieu Of The Above Minimum Requirements

Associate's Degree with in a non-related field & 2 years of IT, Computer Science, or directly related exp. OR a Bachelor's degree in a non-related field & 1 year of IT, Computer Science, or directly related exp.

Team members employed in this job prior to July 1, 2020 are grandfathered under prior educational and experience requirements. In addition, team members must be certification eligible and will have one year to obtain required certification.
Other Required Skills and Experience

• Easily interpret instructions in various written, verbal, or diagram formats required
• Previous Experience in Healthcare IT preferred
• HDI Support Center, A+, Microsoft or Apple Certifications, based on need
• Previous Application Support experience preferred

Work Shift
Variable (United States of America)
Location
Greenville Memorial Med Campus
Facility
7001 Corporate
Department
70019064 ITS Support Services
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