User Support I

Company: St Vincent Healthcare (MT)
Facility: St. Vincent Healthcare at Billings
Department: St Vincent - RMHN

Position Summary
In this position, the User Support I is responsible for logging, prioritizing, answering, resolving and tracking calls which come to the Help Desk as well as monitoring the daily operation of multiple RMHN systems for stability and reports any problem to the proper vendor/system administrator.

Essential Duties and Responsibilities
User Support for Multiple Computer Systems
Monitors and handles first line troubleshooting of systems, dispatching to appropriate resource if unable to correct issue.
Tracks calls until they are resolved, following up with users on outstanding calls and report the status. Keeps user base informed of systems changes (software/hardware upgrades, planned down times, system unavailability).
Maintains appropriate computer logs/databases/inventory.
Inputs problem-solving techniques into Help Desk database, and maintains documentation in reference manuals. Supports new systems or new facets of existing systems, and keeps abreast of technology changes.
Logs calls with the vendor; monitors and follows up with vendors on outstanding calls, reporting status to end-user.

Responds to voice mail and email messages according to priority schedule.
Information Systems Department Team Support

Assists in all areas of the RMHN Information Services Department when needed
Maintains and updates policies and procedures for areas of responsibility.
Updates support staff regularly on the status of projects, trouble tickets and system changes.
Maintains call status and documentation in Numara Track-IT software for client calls, vendor calls.
Responsible for software trouble tickets, hardware trouble tickets and procedures.
Education, Experience and Licensure/Certification Requirements Requirements are
representative of the minimum level of knowledge, skills and/or abilities necessary to perform the essential functions of the position

Associates degree in Information Systems/Computer Science or the equivalent in computer training or relevant experience in a similar position
Proficiency in microcomputer software including: Windows workstation and Microsoft Office Products.
Proficiency in computer hardware maintenance and troubleshooting.
Ability to work rotating shifts and prolonged shifts up to 12 hours.
Ability to communicate effectively and diplomatically within a multi-functi Full Time (36-40 hrs/week) Day