Position Summary

The role of the Service Desk Tech I reports to the Service Desk Manager. This position is responsible for providing quality communication amongst multiple entities in a timely and professional manner.

Essential Position Responsibilities

• Provide 24/7 coverage in a high-volume call center to include processing complex emergency tasks for call teams, safety codes and providing level-1 service desk support and Biomed work order entry.
• Perform emergency and routine overhead paging, emergency call team notifications, monitor all alarms within department and notifies appropriate personnel as required.
• Respond timely and accurately to disaster and emergency situations, as required, maintaining a calm demeanor, and following detailed procedures and documentation requirements.
• Function as the primary Biomed, and Service Desk call center through entering work orders, solving low complexity issues, and communicating with the technicians across all teams.
• Assist with documentation and reporting and maintain a strong understanding of document retention guidelines and requirements.
• Answer and dispatch incoming, outgoing, and inter-office phone calls utilizing a digital IP phone system, radio walkie-talkie, alpha pagers, cell phone, Vocera voice communication units, overhead speaker.
• Maintain confidentiality, security and integrity of patient and organizational data ensuring the release of information is consistent with all privacy policies.
• Maintain a high level of knowledge about the organization to assist with providing information including, but not limited to, hours of operation, wayfinding, service lines, E-Team members.
• Ensure all communication is provided with the highest level of customer service.

Qualifications

• Education: High school diploma or GED
• Licensure and Certifications: N/A
• Experience: Previous call center, customer service and/or service desk experience in a healthcare setting or emergency dispatch position, preferred.

Work Environment: This position will spend 90% of work time sitting while performing frequent repetitive motions such as picking up a telephone, typing, and speaking for the duration of their scheduled shift. This position will spend 10% of work time standing and/or walking short distances while occasionally pushing, pulling, lifting and/or carrying up to 50 lbs.