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IT Helpdesk Analyst

Company: Optum
Location: Everett
Posted on: January 12, 2022

Job Description:

POSITION OBJECTIVE: The IT Help Desk Analyst's primary role is to act as a first-level problem identification and resolution resource for physicians, administrators, patients, and other Polyclinic employees.-- This includes: answering questions, providing advice, troubleshooting, coordinating resolution with other IT groups, and following-up with users to help them solve their IT and EHR problems.-- The IT Help Desk Analyst's communication, conduct, and performance will provide the highest level of customer service to support the Polyclinic to be a High Performance Organization.KEY RESPONSIBILITIES:-- Provide first-level triage, troubleshooting, and remote assistance for problems with computer systems, peripheral equipment, operating systems, web browsers, Epic EHR business and clinical applications, and network services. Help users solve their IT and EHR problems, and provide targeted instructions to users to improve their skills and confidence in using computer systems and applications.-- Track, report, and escalate recurring problems.Recognize, gather required information, and escalate more difficult problems and service requests to Help Desk Seniors and other infrastructure or application support staff as needed. Follow-up with customers and technical support staff on the status of resolution to ensure problems are resolved on a timely basis.Follow standard Help Desk operating procedures to provide technical support to physicians, administrators and other employees on technology incidents, problems and service requests.-- Participate in creating standard procedures for undocumented or new processes.Create, update, or review documentation such as: IT notifications, diagrams, procedures, customer, internal support and technical.Convey a strong sense of urgency related to problem solving and meeting customer needs. Understand business impact for each request and provide the highest level of support to all Polyclinic employees. Follow-up with customers in a timely and professional manner to ensure that support is provided to their satisfaction.Assist with project planning and implementation including new systems or application rollouts, inventory assessments and audits, compliance and security testing for software applications, and updating software guidelines and instructions as needed. Coordinate customer notifications of project and maintenance activities, and update documentation for user instructions and guidelines.-- Gather, organize, and analyze report data from multiple sources to identify patterns.Document each issue and follow from entry to closure with same day communication back to end user. Use and maintain Help Desk ticketing system for logging, documenting, and communication of issue and resolution information.Support and backup other IT services as needed and other duties as assigned.QUALIFICATIONS:Education: College education preferred with formal/advanced training with computer applications and desktop technologies or equivalent work experience.Certification/Licensure: CompTIA A+, MCP; preferredExperience:-- One to two years of experience --using or supporting an Electronic Health Record system in a clinical setting (preferred) or one or more years of experience supporting technology in a healthcare environment. Experience with desktop hardware, peripheral equipment, software applications, operating systems and network connectivity desired.

  • Technical knowledge of PC/Mac systems, software application support and emerging technologies in these areas.
  • Experience with Microsoft Office, Active Directory, Systems Center Configuration Manager, Remote Desktop, Epic EHR, Dragon medical, and Citrix XenApp and Netscaler preferred.
  • Experience providing application support also preferred.Skills:
    • Excellent problem solving, communication, and interpersonal skills.
    • Thorough knowledge of Epic & Dragon workflow and standard functionality (Front office, Back office & Provider).
    • Strong technical understanding of hardware, software, and network systems and services being supported.
    • Must possess excellent verbal and written communication skills and ability to communicate with others in a "non-technical" manner.
    • Possess critical thinking and multi-tasking skills to assist him or her in making decisions in prioritizing daily activities.
    • Independent thinking and ability to demonstrate good judgment required.--
    • Patience and a customer-friendly attitude.
    • Ability to quickly build rapport with others.
    • Ability to work effectively independently and as part of a team.
    • Ability to work well and interact with others.
    • Ability to handle pressure and rapidly changing priorities.
    • Industry knowledge of standard security guidelines, including HIPPA and Meaningful Use requirements, preferred.RELATIONSHIPS:Internal:
      • Polyclinic Employees
      • Physicians
      • Administration and Management TeamExternal:
        • Software computer company vendors
        • Hardware/equipment service representatives/vendors
        • Other Health Care providers
        • PatientsOTHER REQUIREMENTS:
          • Flexibility to work additional hours as may be required.
          • Good verbal and written command of the English language.
          • Regular attendance is required.
          • Must be able to effectively cope with typical job stress.
          • Must be able to establish and maintain effective working relationships at all levels.
          • Participate in a scheduled rotation for On Call after-hours support.
          • Other related duties as assigned.

Keywords: Optum, Everett , IT Helpdesk Analyst, Professions , Everett, Washington

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