IT Help Desk Worker

Overview

As a member of the IT Service Center team, the Technical Support Representative is responsible for first-line IT support for all UnityPoint Health regions. This position works closely with UnityPoint Health employees to understand and resolve their IT technical service needs and/or communicate the service need to 2nd level support or management when further troubleshooting is required.

This position is open to remote/work from home with strong preference for candidates residing within the UPH geographies of Iowa, Illinois, & Wisconsin.

Why UnityPoint Health?

• Commitment to our Team

• We've been named a Top 150 Place to Work in Healthcare 2022 by Becker's Healthcare for our commitment to our team members.

• Culture

• At UnityPoint Health, you matter. Come for a fulfilling career and experience a culture guided by uncompromising values and unwavering belief in doing what's right for the people we serve.

• Benefits

• Our competitive Total Rewards program offers benefits options that align with your needs and priorities, no matter what life stage you're in.

• Diversity, Equity and Inclusion Commitment

• We're committed to ensuring you have a voice that is heard regardless of role, race, gender, religion, or sexual orientation.

• Development

• We believe equipping you with support and development opportunities is an essential part of delivering a remarkable employment experience.

• Community Involvement

• Be an essential part of our core purpose-to improve the health of the people and communities we serve.

Visit us at UnityPoint.org/careers to hear more from our team members about why UnityPoint Health is a great place to work. https://dayinthelife.unitypoint.org/

Responsibilities

Customer Service

• Works collaboratively with other UnityPoint Health IT team members to assist in problem resolution

and optimal application functionality.

• Builds team morale by creating and maintaining effective working relationships while

communicating openly, honestly and professionally with co-workers.

• Provides phone coverage for essential business needs identified by management.

Technical Support

• Provides front line technical phone support for system applications and hardware when our

customer's service needs arise.

• Facilitates communication around outages when needed.

• Utilizes problem tracking tool to notate issues and sufficient resources to assist users as needed

Quality Improvement

• Assist co-workers with ongoing training needs on new system functions, hardware/software, and

workflow.

• Updates department knowledgebase and processes/procedures as needed

• Identify areas where further solutions, training or communication is required to better serve our

customer base

Qualifications

Education:

Minimum two year degree in computer science or equivalent work experience accepted only if previous experience applies to the position. Four year degree in Computer Science, Information Technology or similar education

Experience:

Minimum two years of experience in call center, technology field, or healthcare industry. Knowledge of healthcare industry systems. Understands computer system functionality, limitations, and architecture of supported applications.License(s)/Certification(s):

Valid driver's license when driving any vehicle for work-related reasons.

Knowledge/Skills/Abilities:

Working knowledge of various hardware devices and operating systems. General knowledge of Microsoft products. Communicates effectively both verbally and non-verbally. Aptitude to multitask with multiple systems while effectively communicating with customer. Excellent typing and notation skills

• Remote: Yes;

• Area of Interest: Information Systems & Technical Support;

• FTE/Hours per pay period: 1.0;

• Department: Service Center;

• Shift: 9:30AM to 6:00PM M-F;

• Job ID: 147418;