JOB DESCRIPTION FOR JOB TITLE:



|Senior Help Desk Specialist |

|Job Code: 330030 |FLSA Status: Non- Exempt |

|Mgt. Approval: Shane Juedes Date: 1/2015 |HR Approval: CCK Date: 1/2015 |

|JOB SUMMARY |

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|Under the direction of the Help Desk Supervisor/Manager, guidance of more experienced Specialists, and use of the internal knowledge base, the Help Desk Associate is |

|responsible for providing Tier 1 technical support services to UW Health customers including clinical staff, physicians, faculty, administrative and other staff via |

|phone or self-service. The position will provide differing levels of technical support on roughly 300 clinical applications, including the Epic medical record system, |

|PACS, Powerscribe 360, as well as Microsoft Windows operating systems (XP and greater), Microsoft Office (2007 and greater), Intel/AMD based PC hardware, printers, |

|mobile devices, network and telephony technologies. |

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|At the Senior level, the Senior Help Desk Specialist is responsible for providing guidance to the less experienced Help Desk staff, acting as a technical resource and |

|performing administration for one of the UW Health Help Desk supported systems. |

|MAJOR RESPONSIBILITIES |

|The Senior Help Desk Specialist is responsible for all aspects of the following responsibilities as well as guiding other employees who may be performing these duties. |

|Senior level duties are defined by a substantial level of scope and complexity and incumbents typically simultaneously lead multiple projects to completion. |

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|Provide first level contact for UW Health Help Desk customers, through the phone and self-service. |

|Analyze and diagnose advanced problems by asking appropriate questions of the customer by utilizing good communication skills. |

|Use remote connection software, such as VNC or Bomgar Remote Support, to connect to customer workstations when providing support. |

|Resolve advanced and complex issues at first level using available tools, existing skills/knowledge. Employ extensive troubleshooting ability. |

|Produce incident tickets that are both accurate and complete. |

|Monitor and respond to UW Health Help Desk assigned incident and request tickets. |

|If first contact resolution succeeds, provide the proper feedback to the customer about the resolution of their issue. |

|If first contact resolution fails, route the incident or request in an accurate and timely manner to second level analysts, and perform follow-up as per current policy.|

|Assist in creating and maintaining knowledge entries in the knowledge base system. |

|Provide on-site coverage of Data Center as needed. Duties include periodic walk-thrus and reporting of any change in system statuses. (Excluding Enterprise Imaging |

|team, which does not provide this coverage). |

|Review, understand, and follow Help Desk policies and procedures. |

|Review relevant literature and other materials to keep up to date on current hardware and software advances in the industry. |

|Participate in formal training classes, conferences and self-instruction as needed. |

|Perform at, or above, required levels for those metrics measured on a daily basis for all Help Desk staff. May include, but is not limited to: Calls taken, First Call|

|Resolution, and Average Handle Time. |

|Administrate a Help Desk supported system. |

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|Other |

|Provide training and support for new PC Techs |

|Become a go-to contact for unresolved and complicated issues. |

|Provide feedback on team performance and becomes a role model. |

| |

|ALL DUTIES AND REQUIREMENTS MUST BE PERFORMED CONSISTENT WITH THE UW HEALTH PERFORMANCE STANDARDS. |

|JOB REQUIREMENTS |

|Education |Minimum |Associate Degree in Information Systems, Computer Science, Business, or related field. |

| | |Experience may substitute for minimum education requirements. |

| |Preferred |Bachelor's Degree in Computer Science or related field |

|Work Experience |Minimum |Five (5) years of Help Desk/Desktop Support/Information Technology Systems related experience |

| |Preferred |N/A |

|Licenses & Certifications |Minimum | |

| |Preferred |Help Desk Institute (HDI) Support Center Analyst, Net+ |

|Required Skills, Knowledge, and Abilities |Knowledge of Help Desk ticketing applications |

| |Knowledge of Microsoft products including the Windows operating system and Office applications (XP and |

| |greater) |

| |Knowledge of Intel/AMD based PC technology and hardware |

| |Knowledge of network technology and equipment |

| |Knowledge of telecommunications technology and equipment |

| |Knowledge of mobile device technology and equipment, including but not limited to, iPhone, iPad, and Android |

| |Excellent customer service skills |

| |Effective verbal and written communication skills |

| |Ability to listen empathetically |

| |Ability to work effectively within a team |

| |Excellent analytical and problem solving skills |

| |Ability to interact with and work around people |

| |Ability to make judgments in demanding situations |

| |Ability to react to frequent changes in duties and volume of work |

| |Ability to logically organize details |

| |Ability to manage multiple concurrent activities |

|AGE SPECIFIC COMPETENCY (Clinical jobs only) |

|Identify age-specific competencies for direct and indirect patient care providers who regularly assess, manage and treat patients. |

|Instructions: Indicate the age groups of patients served either by direct or indirect patient care by checking the appropriate boxes below. Next, |

| |Infants (Birth – 11 months) |X |Adolescent (13 – 19 years) |

| |Toddlers (1 – 3 years) |X |Young Adult (20 – 40 years) |

| |Preschool (4 – 5 years) |X |Middle Adult (41 – 65 years) |

| |School Age (6 – 12 years) |X |Older Adult (Over 65 years) |

|JOB FUNCTION |

|Review the employee’s job description and identify each essential function that is performed differently based on the age group of the patient. |

| |

|PHYSICAL REQUIREMENTS |

|Indicate the appropriate physical requirements of this job in the course of a shift. Note: reasonable accommodations may be made available for individuals with |

|disabilities to perform the essential functions of this position. |

|Physical Demand Level |Occasional |Frequent |Constant |

| |Up to 33% of the time |34%-66% of the time |67%-100% of the time |

|X |Sedentary: Ability to lift up to 10 pounds maximum and occasionally |Up to 10# |Negligible |Negligible |

| |lifting and/or carrying such articles as dockets, ledgers and small | | | |

| |tools. Although a sedentary job is defined as one, which involves | | | |

| |sitting, a certain amount of walking and standing is often necessary | | | |

| |in carrying out job duties. Jobs are sedentary if walking and | | | |

| |standing are required only occasionally and other sedentary criteria | | | |

| |are met. | | | |

| |Light: Ability to lift up to 20 pounds maximum with frequent lifting |Up to 20# |Up to 10# or requires |Negligible or constant |

| |and/or carrying of objects weighing up to 10 pounds. Even though the | |significant walking or |push/pull of items of |

| |weight lifted may only be a negligible amount, a job is in this | |standing, or requires |negligible weight |

| |category when it requires walking or standing to a significant degree.| |pushing/pulling of arm/leg | |

| | | |controls | |

| |Medium: Ability to lift up to 50 pounds maximum with frequent |20-50# |10-25# |Negligible-10# |

| |lifting/and or carrying objects weighing up to 25 pounds. | | | |

| |Heavy: Ability to lift up to 100 pounds maximum with frequent lifting |50-100# |25-50# |10-20# |

| |and/or carrying objects weighing up to 50 pounds. | | | |

| |Very Heavy: Ability to lift over 100 pounds with frequent lifting |Over 100# |Over 50# |Over 20# |

| |and/or carrying objects weighing over 50 pounds. | | | |

|List any other physical requirements or bona fide occupational qualifications:| |

Work/Environmental: Moderate noise level consistent with an office environment

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