IT Helpdesk Analyst-Full-Time
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MACON COMMUNITY HOSPITAL
Position Description
Department Name: Information Services | Employee Name: |
J ob Title: IT Helpdesk Analyst | Effective Date: |
Reports to (Title): Director of IS/Safety | Supervises: (Positions) None. |
I have reviewed these job requirements and verify that I can perform all essential functions of this position. I understand that information regarding patients at this facility is confidential and is not to be disclosed without written authorization of the patient or authorized representative. I will discuss patient’s information only in the course of my duties and never in open areas such as hallways, snack bar, etc., where it might be overheard by visitors or other patients, or outside of the hospital while off duty. I also understand that information in some patient’s records may be governed by federal regulation and that disclosure of such information is punishable by fine or imprisonment, even after I leave the employment of the facility. I certify that I have completed HIPAA training and will honor all policies and procedures. I understand that violations of these policies and procedures may result in sanctions. I agree to abide by all local, state and federal laws. Employee Signature Date: | |
I. Position Summary
This position is responsible for providing initial first-line support for incoming technical issues submitted by employees, contractors, healthcare providers, and other 3rd parties to support facility operations. The position will primarily document and troubleshoot incoming calls, emails, and tickets in office. The employee will be expected to troubleshoot typical computer systems and peripherals in addition to IoT and IoMT devices as needed. The position is expected to work within industry standard operating systems and productivity applications. Likewise, the position will work within medical software applications such as EHR, PACS, RIS, LIS, and other solutions. The position is required to participate in an on-call schedule to meet the needs of the organization outside of normal department operating hours. Position will perform other related duties and responsibilities as assigned to support organizational needs and maintain effective technology operations. This position complies with the hospital’s policy to provide services in compliance with all state and federal laws governing its operations and consistent with the highest standards of business and professional ethics.
II. Position Requirements:
- Licensure/Certification/Registration: N/A
- Education: High School. Computer knowledge required in the troubleshooting of computer systems preferred.
- Experience: Experience in managing computers and networks in a hospital or healthcare setting preferred.
- Special qualifications: Incumbent should have working knowledge of computer systems. Must possess fundamental skills of planning and organizing. Excellent composition and oral communication skills required. Capacity to exercise good judgment. Broad knowledge of all functions of Information Services preferred. Knowledge of specific health care systems a plus. Physical activity is not limited to time spent walking to make rounds, etc. It may require physical handling of heavy supplies or equipment. Personnel should possess good physical and mental health to enable effective functioning under varying levels of stress. Must be able to work for extended periods OF TIME, AND IN VARIABLE HOURS. Must have the ability to gather and analyze information, communicate effectively (both verbal and written), and have the exceptional ability to deal with physicians, department managers, and the public. Good interpersonal skills a must. All and other duties to be performed as assigned by the Director of Information Services.
III. Degree of Supervision Required: Personnel should be able to perform job functions with very little supervision required.
IV. Ages of Patients Served:
This position requires competence in assessment, treatment, and/or care for the age groups indicated. The staff member must be able to demonstrate the knowledge and skills necessary to provide care, based on physical, educational, safety, and related criteria, appropriate to the age of the patients served in his/her assigned service area. The skills and knowledge needed to provide such care may be gained through education, training, or experience.
Birth - 1 Year | Infant | |
2-12 Years | Pediatric | |
13-18 Years | Adolescent | |
19-69 Years | Adult | |
70> | Geriatric | |
N/A | No responsibility to treat or care for patients | X |
V. Working Conditions:
Hospital rooms, common areas, clinical departments and hospital grounds. Potential hazards include:
Exposure to | None | Some | Frequent | Very Frequent | Exposure to | None | Some | Frequent | Very Frequent |
• toxic/caustic chemicals | X | • blood or body fluids | X | ||||||
• extreme conditions, hot or cold | X | • communicable diseases | X | ||||||
• dust/fumes/ Gases | X | • unprotected heights | X | ||||||
• moving mechanical parts | X | • Computer monitor | X | ||||||
• potential electric shock | X | • frequent, repetitive motions | X | ||||||
• x-ray electro- magnetic energy | X | • Other (as listed) | |||||||
• high pitched Noises | X | ||||||||
• needles or other sharp objects | X |
VI. Physical Requirements:
Must be able to climb, kneel, stoop, and perform assigned duties under semi-stressful situations. Visual acuity is required to ensure that work is being done correctly. Work is moderately heavy with frequent lifting and carrying of objects weighing up to 60 pounds. Work also involves considerable walking, standing, pushing, and pulling of equipment.
VII. Personal Protective Equipment:
This position requires the use of personal protective equipment during various tasks/activities. Personal protective equipment
includes, but is not limited to, gloves, masks and safety glasses.
VIII. Performance Standards:
Rating Standard U - Unacceptable Work performance is inadequate and inferior to the standards of performance required for the position. Performance at this level cannot be allowed to continue. IN - Improvement Needed Work performance does not consistently meet the standards of performance for the position. Serious effort is needed to improve performance. ME - Meets Expectations Work performance consistently meets the standards of performance for the position. EE - Exceeds Expectations Work performance is consistently above the standard of performance for this position. O - Outstanding Work performance is consistently superior to standards required for the job. |
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