Technical Services Specialist Source Medical Solutions

Description

Recently ranked by Healthcare Informatics as one of the Top 100 Healthcare IT companies, SourceMedical is the world's leading provider of outpatient information solutions with solutions used in more than 3,200 healthcare facilities nationwide. Our solutions enable healthcare providers to quickly and easily collect information about their patients using the latest computer technologies, dramatically reducing paperwork and errors associated with more traditional methods of medical documentation. Our solutions assist throughout every step of the patient care process, from scheduling appointments to clinical documentation to billing and collection. This unique "end-to-end" process is proven to reduce healthcare costs, improve information accuracy, and increase clinical efficiency.

SourceMedical is currently seeking a Help Desk Support Specialist for its Rome,GA location.

Summary of Position:

As a Technical Services Specialist (Help Desk), you will be a key member of the SourceMedical IT/Telecom team with the responsibility of configuring IT/Telecom hardware and software, resolving reported user and system issues and managing all internal hardware and software inventory in accordance with Source Medical policies and procedures.

In this role, you will focus on providing quick response to all forwarded inquiries and trouble tickets, meeting and exceeding internal expectations for responsiveness, quality of solution and customer service orientation. As an individual contributor in this role, keys to your success include displaying a superior customer service orientation in every interaction with end users, strong analytical and problem solving skills resulting in first-time resolution and excellent organizational skills with the ability to manage multiple tasks and priorities during peak volume times.

Essential Duties & Responsibilities:

1. Displays fundamental knowledge of troubleshooting IT/Telecom issues in a rapidly changing environment. Demonstrates a commitment to providing quality services on behalf of department in accordance with departmental standards and guidelines. Displays accurate evaluation of issues based on knowledge, experience and departmental guidelines, effectively secures first time resolution resulting in minimal repeat issues.

2. Displays positive customer service orientation in interactions with all end users resulting in high customer satisfaction scores.

3. Utilizes individual project management skills to effectively manage larger projects across timespan, ensuring deliverables are timely and accurate with minimal supervision.

4. Utilizes existing Help Desk technology to manage inquiries and tickets in timely and accurate fashion. Drives standardization in department by seeking to design and implement document IT/Telecom procedure/solutions for frequently occurring issues. Documents procedures/solutions according to departmental standards.

5. Seeks to improve individual knowledge within area of responsibility on an ongoing basis. Seeks feedback from others and continuously works to improve individual skills and responsiveness.

6. Other duties and responsibilities as assigned by supervisor.

Education/Qualifications:

--Associates Degree in Information Technology or related discipline
--3-5 years of Technical Support or IT experience
--Knowledge of MS Windows XP, MS Office, MS Exchange and PC Hardware
--Intermediate to Expert end user of common office technology (MS Office, Web-based Applications, etc.), history of self-training on new applications as necessary

-- Preferred working practical knowledge of Avaya IP Phone Switch
--Strong technical aptitude, troubleshooting and organizational skills
--Superior customer service orientation
--Experience working with multiple groups and/or matrixed organizations
--Excellent communication and interpersonal skills

Travel Requirements:

--Limited to 20% travel is required.

Location:	100 Grandview Place Suite 400 Birmingham, AL 35243 United States