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IT Help Desk Associate

at Christiana Care Health System in Wilmington, Delaware, United States

Job Description

Do you want to work at one of the Top 100 Hospitals in the nation? We are guided by our values of LoveandExcellenceand are passionate about delivering health, not just health care. Come join us at ChristianaCare! Provides basic level technical support and troubleshooting for all PC hardware, Mobile devices, software, and peripherals used throughout the Health System. Must maintain a consistent high level of quality on a consistent basis, ensuring all details of incidents and service requests are met within defined and documented Service Desk SLA's. This is a call center position that will require being at your desk taking calls/web inquiries. This will primarily be an overnight shift, however based on business requirement candidate should be flexible to cover any shift allocated. Consistently adheres to defined Service Desk processes and procedures Effectively manages time to attend to the intake queues to minimize wait time and response time for the customer. Records, tracks, and reports on all customer incidents and service requests through to completion within defined and documented Service Desk SLA's. Uses standard operating procedures to resolve or escalate incidents and service requests. Engage knowledge management process to create or update knowledge articles. Escalates respective incidents into problem management in accordance with the defined SLA's. Hands on experience in Nursing / Health care information systems, especially Cerner applications is highly desirable. The candidate may be expected to serve as a liaison between Clinical group & IT Service Desk team. Leverage the Clinical knowledge and work with Leadership to develop innovative IT solutions. Strives to achieve the highest level of customer satisfaction Proactively research and stay abreast of new technology Attends team training sessions to develop knowledge Self-motivated to learn new technologies Identify and pursue learning opportunities for improving overall customer service Regular and reliable attendance is an essential function of the position Ability and willingness to cover off hour shifts as needed, including holidays, to ensure the service desk is properly staffed 24x7 EDUCATION AND EXPERIENCE REQUIREMENTS: Obtained bachelor's degree or commensurate experience in a discipline related to Information Technology and end-user support. Demonstrated, from past work experiences, the breadth and depth of knowledge to support a complex, dynamic information organization. Acquired 2 or more years of IT Service Desk or IT Support experience. ITIL Foundations in Service Management Certification preferred. HDI Service Desk Analyst a plus. Experience in Chat support in a technical environment is preferred. ChristianaCare Offers: Full Medical, Dental, Vision, Life Insurance, etc. Two retirement planning offerings, including 403(b) with company contributions Generous paid time off with annual roll-over and opportunities to cash out 12 week paid parental leave Tuition assistance Incredible Work/Life benefits including annual membership to care.com, access to backup care services for dependents through Care@Work, retirement planning services, financial coaching, fitness and wellness reimbursement, and great discounts through several vendors for hotels, rental cars, theme parks, shows, sporting events, movie tickets and much more! #LI-CD1 EEO Statement: Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.
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Job Posting: 1241585

Posted On: Feb 20, 2024

Updated On: Mar 14, 2024

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