IT Help Desk Specialist - Clinical Systems

IT Helpdesk Technician (Temporary - 6 Month Contract to Hire)

Location: Knoxville, TN (On-site)

Work Hours: 8:00 AM - 5:00 PM, Monday to Friday

Position Type: Temporary (6 Month Contract to Hire)

Reports to: IT Director

Summary

Support users of clinical information systems by providing prompt and effective customer service. Handle IT support calls, triage issues, create support tickets, and resolve Tier I problems. Escalate Tier II issues to appropriate IT staff and notify the IT Director of any recurring issues. Utilize clinical knowledge and follow regulatory guidelines for electronic health records.

Qualifications

• Exceptional customer service and communication skills.
• Proficient in computer software, hardware, and IT systems.
• Experience with MS Office (Excel, Word, PowerPoint, Outlook) and web browsers.
• Ideally, experience in computer programming or repair.
• Self-directed with strong organizational and analytical skills.
• Familiarity with healthcare concepts and jargon; experience in hospice or home health preferred.
• Nursing license (RN or LPN) is a plus.

Responsibilities

1. Ticket Management: Handle IT support tickets from initiation to closure, providing Tier I support and escalating Tier II issues.
2. Resource Scheduling: Manage resources and time efficiently to minimize costs and impact on the budget.
3. Communication: Effectively communicate complex IT concepts and issues at all organizational levels.
4. Knowledge Maintenance: Stay updated on software applications, healthcare trends, and organizational protocols.
5. Training and Support: Provide training and support to medical staff on IT systems and applications.
6. Quality Improvement: Develop and maintain quality improvement programs for clinical information systems.
7. Project Coordination: Lead and evaluate IT projects within the clinical informatics department.
8. Confidentiality: Maintain confidentiality of patient, family, physician, and employee information.
9. Customer Service: Serve internal and external customers courteously and efficiently.
10. Team Collaboration: Work collaboratively with clinical managers to identify and address IT needs.

Benefits:

• Competitive hourly rate with potential for full-time hire after the contract period.
• Opportunity to work in a dynamic and supportive environment.
• Gain experience and develop skills in a growing IT department.