Job Description
Job Description
Company Description
At Wellness Pointe, everyone will receive an exceptional quality of care. The center has expanded into a multifaceted clinic that offers obstetrics, pediatrics, general medicine, family planning, and dentistry. Some of the other services offered by our well qualified staff include education, intervention, and management of the many social issues that impact our community. Everyone is treated in complete confidence. Medicaid, Medicare, and most private health insurance is accepted.
Position Summary
The IT Helpdesk Technician's primary role, under general direction of the MIS Manager, is to serve as the single point of client contact for all problems and inquiries regarding Information Technology operational services and assures excellent customer service between IT and the client base. Additionally, will assist the MIS Manager in the planning, development and implementation of projects to educate the end user community on computer related tasks that will improve their efficiency such as a Help Desk Website with FAQs, Help Desk Tips via email, notifications of new support topics available at the help desk, etc.
Minimum Requirements
• One year college level course work and MCP (Microsoft Certified Professional) or
equivalent.
• One year providing end-user phone support for current PC desktop and
application software OR one year installing, upgrading, troubleshooting and
repairing personal computers in a network environment.
• Mental and physical health sufficient to meet the demands of the position.
• Must be able to adhere to all client related policies and procedures including
confidentiality.
• Requires a valid Texas Driver's License, appropriate driving record and auto
liability insurance that meets the minimum required by State of Texas statute.
Essential Functions
• Develops and implements methods of monitoring customer service and receiving
feedback from customers including monitoring calls to ensure they are being
handled in a professional and efficient manner, performing follow up calls on
completed work orders and compiling reports on customer service feedback
surveys.
• Monitors tracks turn around time for all work orders, interpersonal communication
with clients, accuracy of technical assistance provided and proper
closure/escalation of calls referred to other areas.
• Plans, implements, and monitors the workflow process to escalate support calls.
• Assists in daily operation of the help desk, which includes, but is not limited to:
resolving service requests through hands-on work with PCs, laptops, printers,
handheld devices, servers and all other associated computer peripherals and
software.
• Provide client support and technical issue resolution via E-Mail, phone and other
electronic medium.
• Configure software to connect to Intranet application servers.
• Provide training to clients in the use of system and applications.
• Obtain general understanding of OS and application operations related to
company offered services.
• Identify and correct or advise, on operational issues in client computer systems.
• Perform creation of new accounts using company provided software tools.
• Carries out other duties as assigned.
Required Skills
• Able to promptly answer support related email, phone calls and other electronic
communications.
• Self motivated, detail-oriented and organized.
• Experience with hardware and software issues.
• Proficient in Internet related applications such as E-Mail clients, FTP clients and
Web Browsers.
• Excellent communication (oral and written), interpersonal, organizational, and
presentation skills.
• Typing proficiency: 40-60 wpm.
• Results-oriented
• Able to schedule work activities according to priority.
• Energetic, forward-thinking and creative individual with high ethical standards
and an appropriate professional image.
• The ability to work independently and effectively under pressure.
• Superior problem solving skills.
Physical Requirements
Requires sitting, standing and walking for extensive periods of time. Requires working under stressful conditions or working irregular hours. Requires frequent exposure to communicable diseases, body fluids, toxic substances, medicinal preparations and other conditions common to a clinic environment. The employee frequently is required to reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Ability to work with a moderate noise level in the work environment is required. The occupant may, at times, lift and/or move objects up to 50 pounds. The noise level in the work environment is usually moderate.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Compliance & Performance Improvement Program Guidelines: All Staff must adhere to guidelines established under the CPI Program including performance improvement functions assigned by the Chief Executive Officer that relate to the adoption of and adherence to Center Policies and Procedures.
I have read the above position description and fully understand the requirements set forth therein. I hereby accept the position and agree to abide by the requirements set forth and will perform all duties and responsibilities to the best of my ability. I also understand that these duties and responsibilities may be modified as the need arises.