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, deliver basic Service Desk services by providing team members with a single point of contact to report problems or direct inquiries. Perform tasks that present low risk to the environment and will analyze and resolve basic problems relating to clinical and business applications, desktops, network connectivity, printers and peripheral connectivity issues, and mobile devices to include laptops, iPads and CareAware devices).  In addition, the Service Desk Technician I will learn assigned systems and gain baseline knowledge of the environment. 

Essential Duties:

• Provides first level support and resolution utilizing Service Desk tools for basic hardware, network, software, and application problems.
• Ensures that Service Desk calls are answered promptly and functions as the problem "owner" for most day-to-day service delivery problems.
• Evaluates and/or escalates calls for urgency, complexity, and organizational impact when first level technical support and resolution fails.
• Responsible for documenting all inquiries, from initial call to incident resolution using the ITSM system.

• Ensures the computer environment is secure, clean at all times, and all maintenance and shift turnover procedures are followed.

• Ensures all problems have been assigned to the appropriate individuals for resolution.
• Monitors the progress of all Service Desk calls including prioritizing and tracking calls assigned to other team members.
• Provides feedback to IS personnel on the use of departmental service agreements and effectiveness of the "first-call" personnel within customers areas.
• Provides feedback to IS Leadership as to the time, nature, and frequency of client calls. Recommends system modifications to reduce user problems.
• Provides excellent customer service and develops relationships through follow-up and customer contacts.

• Helps create and expand the service desk problem solving database through documentation of day-to-day problems.
• Recommends or continuously adds updates to procedural and resolution information within the Service Desk software.
• Uses software and hardware pertinent to the detection and resolution of desktop computers and network problems.

• Resets user’s passwords ensuring that CMH standards for strong passwords are followed.
• Enables user accounts after following the standard security checks.

• 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 in order to ensure a smooth shift transition.

Education and Experience:

• Bachelor’s degree in Information Services.

OR  

• Associates degree in business, management information systems or related field
• One year experience in technical support or supporting local area networks and desktop information systems.

OR

• High School Diploma and two 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.
• Exceptional Customer Service skills
• Excellent phone and communication skills
• Excellent documentation and follow-up skills
• Excellent attention to detail and accuracy skills
• Expert in navigating HRIS databases or operational systems
• Proactive in employee engagement
• Proactive in resolving issues independently or collaboratively with colleagues
• Ability to take direction and operate independently
• Ability to work in high volume, fast paced setting

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