Envision Healthcare

  • HELP DESK SUPPORT SPECIALIST II (REMOTE)

    Job Locations US-TX-Dallas
    Company EVPS
    Requisition ID
    2018-16646
    # of Openings
    1
    Category
    Information Technology
  • Overview

    Envision Physician Services is a multispecialty physician group and practice management company. Established in 1953, our organization provides anesthesia, emergency medicine, hospital medicine, radiology, primary/urgent care, surgical services, and women’s and children’s health services to hospitals and health systems nationwide. Sheridan Healthcare, EmCare, Reimbursement Technologies and Emergency Medical Associates have recently joined forces to form Envision Physician Services.  As one organization, we now provide a greater scope of service than any other national physician group. Our collective experience from hundreds of local, customized engagements, culture of continuous lean process improvement, and team of experts in the business of healthcare enable us to better solve complex problems and consistently give healthcare organizations confidence in our execution. Our combined organization serves more than 780 healthcare facilities in 48 states and the District of Columbia. 

     

    If you are looking for a stable, fast-paced, growing company in the healthcare industry that is committed to innovation, excellence and integrity, then this may be a great next step in the advancement of your career.

     

    We currently have an exciting opportunity available for an experienced Help Desk Support Specialist II to work 100% remote from your home office for the 2nd shift (4pm-12:30am Eastern Standard Time). 

    Responsibilities

    As a member of the 24/7 Support Team the Help Desk Support Specialist responds to inquiries and requests for assistance with the organization’s computer systems and applications and identifies, analyzes, troubleshoots these issues; and resolves them with the aim of eliminating recurrences and reducing calls to the help desk. Specialist also coordinates with other IT areas to resolve problems if necessary. This is a client facing position requiring frequent interaction with hospital IT/Network, PACS and RIS/HL7 Resources, Radiology Techs, Radiologists, clinicians and other hospital staff working in an emergency medical environment. The position is fast-paced and often high-pressure due to the emergency services supported. Escalates more complex problems to senior level. 

    • Provide end user support for clinical, radiology and enterprise applications, problem troubleshooting, repair/fix, and ongoing support process improvements. Work closely with help desk team members to drive productivity, system uptime and client satisfaction.
    • Responsible for day-to-day operation of PACS equipment including image workflow, archiving, auto routing, prefetching and other related activities.
    • Provide primary desktop support for our client support team and radiologists.
    • Monitor and troubleshoot network, VPN, ISP and system issues, via phone and remote access.
    • Monitor mission-critical computer systems within the organization.
    • Monitor the real-time flow of patient data between medical facilities, data center servers and radiologists and respond to issues as they arise.
    • Perform routine maintenance functions, including audits and system maintenance.
    • Responsible for on-call duties when scheduled.
    • Varied working hours may be required.
    • Coordinate and conduct end user training sessions as needed.
    • Create documentation and training materials when needed.
    • Track issue and resolutions for requests in the ticketing system.
    • Maintain and produce required reports.
    • Problem solving management techniques to eliminate problems
    • Adhere to all company policies and procedures.
    • Adherence to and compliance with information systems security is everyone’s responsibility. It is the responsibility of every computer user to: Know and follow Information Systems security policies and procedures. Attend Information Systems security training, when offered. Report information systems security problems.
    • Other duties as assigned

    Qualifications

    • Associate Degree and/or related certification and 4 or more years of related experience in a Desktop Support environment. Bachelor's Degree from four-year College or University preferred
    • Windows 7, 8 operating system troubleshooting and configuration
    • Microsoft Office 2010 / 2013, configuration and troubleshooting
    • Desktop hardware / software installation, configuration and troubleshooting
    • Network / local Printer, scanner and other peripheral installation, configuration and troubleshooting
    • Desktop imaging creation / deployment experience with MDT or SCCM preferred
    • Ticketing system documentation and knowledge base article creation experience
    • Must have excellent customer service skills and strong verbal / written communication skills with the ability to communicate effectively with both novice computer users and experienced professionals.
    • Must effectively manage time to make certain customer incidents are properly responded to in a timely manner
    • Must have experience in a first call resolution focused environment
    • Proven success in a fast paced, changing environment.
    • Strong analytical, problem solving and customer support skills required.
    • Ability to prioritize and escalate issues as needed to ensure exceptional customer service.
    • Effective oral, written and interpersonal communication skills.
    • Ability to work effectively independently and within a team environment.
    • Superior communication and customer service skills required.
    • Knowledge of VPN and LAN/WAN environments including TCP/IP troubleshooting.
    • Knowledge of Windows desktop and server environments.
    • Entry level experience in database administration.
    • Familiarity with HIPAA and HITECH preferred. 

    If you are ready to join an exciting, progressive company and have a strong work ethic, join our team of experts! We offer a highly competitive salary and a comprehensive benefits package.

     

    Envision Physician Services uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.

    Envision Physician Services is an Equal Opportunity Employer

     

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