At Central Maine Healthcare our team members are committed to providing exceptional care and experiences for our community and for each other every day.

Position Summary:

Under direct supervision, this position provide support for incidents and service requests related to Information Services (IS) equipment.  Responsible for planning, scheduling, and installation of new hardware and software.  Performs tasks that present low risk to the environment and will analyze and resolve complex problems relating to desktop applications, network connectivity, printers for peripheral connectivity issues, and mobile devices (to include smartphones and tablets).  Will learn assigned systems and gain baseline knowledge of the environment. 

Essential Duties:

• Provides support and resolution for basic hardware, network, software, and application problems.
• Evaluates and/or escalates calls for urgency, complexity, and organizational impact when technical support and resolution fails.
• Responsible for recording all user inquiries, from initial call to incident resolution using our services desk system.
• Ensures that the computer environment is secure, clean, and all maintenance and shift turnover procedures are followed.
• Ensures that all problems have been assigned to the appropriate individuals for resolution.
• Monitors the progress of all service requests including prioritizing and tracking requests assigned to other staff members.
• Provides feedback to IS personnel on the use of departmental service agreements and effectiveness of the "first-call" personnel within client areas.
• Provides feedback regarding time, nature, and frequency of client calls. Recommends system modifications to reduce user problems.
• Provides excellent customer service and develops client relationships through follow-up and client contacts.
• Helps create and expand the knowledge database through documentation of day-to-day problems.
• Recommends or continuously adds to and updates procedural and resolution information within the help desk software.
• Uses software and hardware pertinent to the detection and resolution of desktop computers and network problems.
• Adheres to established department security policies
• Follows procedures in dealing with violations of security experienced during the work shift.
• Performs preventative maintenance as specified by the device manufacturer’s standards.
• Ensures all housekeeping and maintenance functions are performed in a timely and scheduled manner.
• Communicates effectively with other shifts to ensure a smooth shift transition.

Education and Experience:

• Bachelor’s degree in Information Services.

OR  

• Associates degree in information systems, or related field.
• Two years of experience supporting IT local area networks, desktop, and mobile information equipment in a networked environment.

OR

• High School Diploma and four years of experience in field engineering or desktop/mobile support. Experience may substitute for degree. 

Knowledge, Skills and Abilities:

• Ability to engage patients and team members utilizing the CMH Experience Standards:
  • I am creating a warming, caring, and non-judgmental environment.
  • I am actively listening and seeking information.
  • I am honest, truthful, and consistent.
  • I am respectful, treating all individuals with dignity and empathy.
  • I am serving as a role model, taking both initiative and ownership when appropriate.
  • I am working collaboratively and demonstrating teamwork.
  • I am resilient and adapt to change in positive ways.
• Serve as the champion of the patient and team member experience by providing an A+ experience to every patient and team member, every day.

If you are passionate about making a difference and are looking for your next great career opportunity, we look forward to reviewing your application!