Description

Under general supervision, this position performs shift and departmental duties to maintain efficient and accurate operation of the hospital's Information System computer systems. This position acts as a technical support resource in a call center environment. This position requires the ability to efficiently troubleshoot and/or resolve technical issues for medical center end users.

Core Competencies

Handles complex and critical operational processing required during shift that requires greater experience, care, or training. Works with users to solve operational problems and helps to train users regarding minor equipment usage. Diagnoses and resolves technical issues remotely as needed. Troubleshoots the system and its components. Responds to requests from user department personnel. Documents all activities. Enters data for call detail logs. Identifies problems and works with the appropriate vendor to resolve. This includes writing a CSR to document problems and resolutions. Monitors computer room environment, hardware, system software, network, and application status and notifies departmental supervisory personnel of any problems or unusual situations. Minimizes waste of operational or processing resources. Understands that operator error could cause substantial financial loss to hospital and uses personal caution in all processing tasks and oversees that shift duties by other operators are also handled with caution. Works with highly confidential personnel and financial data and must understand need for security. Understands priorities of daily shift schedule at beginning of shift to accommodate special processing required for each day. Ensure all shift duties are complete and perform shift turnover with on-coming next shift.