Howard University Hospital | Washington, DC

    Help Desk Systems Operator

    Job Title
    Help Desk Systems Operator
    Job ID
    27675049
    Location
    Washington,  DC 20060
    Other Location
    Description
    With over 150 years of caring for our community and each other in the Washington DC area, Howard University Hospital has a world-renowned reputation for high-quality, patient-centric care. Howard University Hospital is the nation’s only teaching hospital located on the campus of a Historically Black University and has created a superior learning environment, with groundbreaking research and positive patient outcomes.

    Howard University Hospital seeks to hire a Help Desk Systems Operator who will embrace our reach and historic tradition of excellence. If you want to make a difference in someone’s life every day, consider a position with a team of professionals who are doing just that, making a difference.


    The Help Desk Systems Operator:
     
    • Assists with technical issues such as passwords resets, monitoring of interfaces (restarts or other steps as necessary, system and network error log monitoring, backups, and other basic front line support tasks that can be resolved quickly.
    • Provides first level Help Desk support which will include answering the phones, customer service oriented communications, clear and comprehensive documentation of issues and over the phone troubleshooting or delivery of minor equipment such as keyboard, mouse, and discs.
    • Triages and/ or troubleshoots IT Help Desk calls to resolve application, equipment, and other end user application and technical issues for optimal customer satisfaction.
    • Ensures that all automated reports generated are legible, printed according to specification collated, assembled, packaged, and distributed to the appropriate sources or locations according to the production schedule guide and as requested. Takes appropriate corrective actions, including regeneration of reports, to satisfy requirements and/ or standards if reports are incorrect.
    • Monitors computer equipment, interfaces, and print ques throughout designated shifts on a continuous basis to determine system problems or potential risks. Corrects or escalates issues (pertaining to support calls) to the appropriate department staff or vendor in a timely manner. This may include visiting a department or user for resolution of hardware or software issues.
    • Monitors work and Help Desk tickets in a manner that reduces call backs. Does follow up with end users when additional information is needed or delays in resolution are expected. Assists with setting service level expectation.
    • Monitors computer equipment, interfaces, and print ques throughout designated shifts on a continuous basis to determine system problems or potential risks. Corrects or escalates issues (pertaining to support calls) to the appropriate department staff or vendor in a timely manner. This may include visiting a department or user for resolution of hardware or software issues.
    • Assists in maintaining databases/ spreadsheets of information on hardware, equipment, and software deployment. Also assists with reports needed to locate, validate, fix, or otherwise manage physical inventories.
    • Assists in developing tools and procedures to empower end users and reduce call volume.
    • Assumes other duties and responsibilities that are related and appropriate to the position and area.  The above responsibilities are a general description of the level and nature of the work assigned to this classification and are not to be considered as all-inclusive.
    • Promotes adherence to the Health Sciences Compliance Program, the Howard University Code of Ethics and the Health Sciences Standards of Conduct.
    • Attends annual and periodic mandatory Compliance Program training including the Health Insurance Portability and Accountability Act (HIPAA) Privacy training.
    • Participates in activities that promote adherence to federal healthcare program requirements.
    • Actively participates in Health Sciences Compliance Program activities
    • Adheres to the requirements of the HIPAA Privacy Policies and Procedures.
    • Maintains confidentiality of patients, families, and staff.
    • Knowledge of basic computer functions, including data processing, printers, scanners, Microsoft Office tools and other general software.
    • Working knowledge of general application programs, internet and intranet needed to assist end users with first level support.
    • Knowledge of, and ability to utilize basic computer system functionality such as upload and download activities as well as other electronic file creations.
    • Basic knowledge and experience with printers (i.e printing test pages, cartridge loading and checking printer status on the network).
    • Ability to troubleshoot, access data electronically, and research issues and data.
    • Ability to operate and communicate effectively while under pressure.
    • Ability to maintain proactive clear and concise communications with IT, and Telecommunications resources for optimal response to Help Desk calls.
    • Maintains professional appearance and demeanor at all times.
    • Excellent interpersonal and organizational skills
    • Ability to establish and maintain effective and harmonious work relationships with staff, physicians, Hospital and University officials, and the general public.

    A qualified candidate will possess: 
     
    • High School Diploma or GED. Bachelor’s degree in Computer Systems preferred.
    • Two (2) years customer service or technology support experience, preferably in healthcare IT support.
    • Must be proficient in Microsoft Office Solutions, email and internet.

    At Howard University Hospital our job is to care for you. We do this by offering:
    • Work-life balance
    • Recognition and rewards for professional expertise
    • Competitive, comprehensive benefit plans offered (including health, disability, vacation, sick leave, and 403B retirement plan)

    COVID-19 Vaccination 
    Howard University Hospital requires all external applicants to be fully vaccinated for COVID-19 before commencing employment.  External Applicants may be required to furnish proof of vaccination and, if offered, may elect to be vaccinated at a designated Howard University Hospital location. 

     

     
    Required Skills

    High School Diploma or GED. Bachelor’s degree in Computer Systems preferred.
    Two (2) years customer service or technology support experience, preferably in healthcare IT support.
    Must be proficient in Microsoft Office Solutions, email and internet.

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