Typical pay range: $28.94 - $43.40 per hour, based on experience.

This position comes with a comprehensive benefits package that includes medical, dental, vision, a 403 (b) retirement plan, and a generous Earned Time Off (ETO) program.

ST. CHARLES HEALTH SYSTEM

JOB DESCRIPTION

TITLE:                                       Client Support Specialist III 

REPORTS TO POSITION:         Service Desk Manager

DEPARTMENT:                         Information Technology

DATE LAST REVIEWED:          July 16, 2024

OUR VISION:                Creating America’s healthiest community, together

OUR MISSION:             In the spirit of love and compassion; better health, better care, better value

OUR VALUES:              Accountability, Caring, and Teamwork

DEPARTMENT SUMMARY: The St. Charles Health System Information Technology (IT) Team provides design, development, security, and support to a broad spectrum of computer hardware and software components, all working together for the benefit of departments throughout the organization. We partner with our customers to best leverage various technologies to achieve the best patient outcomes possible by implementing new hardware and software solutions, upgrading existing environments, protecting the data we store, and integrating different solutions to achieve a seamless experience.

POSITION OVERVIEW: The Service Desk Client Support Specialist III position delivers superior customer service to St. Charles Health System requiring information technology services, primarily over the telephone in a Service Desk type of environment using standard St. Charles Health System IT process methodology (such as ITIL and ITSM).The Level III position will establish standards, policies, and procedures for the Service Desk and own the St. Charles Health System IT knowledgebase. Provides expert troubleshooting and support as the bridge between the Service Desk and the other areas within IT. The position also includes actively monitoring incidents, answering user questions, and providing communication channels for IT within the user community.

The Service Desk role is a focal point for reporting incidents and for users making service requests. This position serves as a central point of contact between service providers and users/customers on a day-to-day basis. The Support Specialist III will work directly with Support Specialist I and II team members to resolve issues within the team prior to escalation if possible.

This position does not directly manage any other caregivers.

ESSENTIAL FUNCTIONS AND DUTIES:

Delivers customer service and/or patient care in a manner that promotes goodwill, is timely, efficient, and accurate. 

May perform additional duties of similar complexity within the organization, as required or assigned.

Develops policies and procedures for the Service Desk following the ITIL framework.

Leads Root Cause Analysis teams and develops implementation strategy.

Manages and maintains the CHC IT Knowledgebase.

Participates in the IT Change Management program.

Based on customer needs, determines a course of action to deliver resolution to the customer related to problems or requests.

Manages the helpdesk tracking software for the Service Desk to ensure that tickets do not go past their SLA. Develops reports, draws conclusions, and suggests process improvements based on results.

Responds to and resolves third-tier service requests from all CHC clients. Requests may be via telephone, e-mail, or in person.

Logs all problems and Customer Service Requests (CSRs) in designated tracking systems.

Routes Customer Service Requests, questions, and problems that cannot be addressed at the third level to appropriate support staff.

Keeps clients informed about problem resolution status per Department policy.

Maintains a library of electronic and printed reference materials to facilitate answering client questions and resolving problems.

Works with other Customer Support staff to prioritize support needs consistent with management priorities.

Suggests and participates in improving procedures related to meeting or exceeding client Service Level Agreements.

Uses tools to provide remote support and service, minimizing on-site requests.

Provides on-call support as scheduled.

Supports the vision, mission, and values of the organization in all respects.

Supports Lean principles of continuous improvement with energy and enthusiasm, functioning as a champion of change.

Provides and maintains a safe environment for caregivers, patients, and guests.

Conducts all activities with the highest standards of professionalism and confidentiality.  Complies with all applicable laws, regulations, policies, and procedures, supporting the organization’s corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.

EDUCATION

                   

Required: High school diploma or GED required.

Preferred: Associates or Bachelor’s Degree; courses specific to Information Technology

LICENSURE/CERTIFICATION/REGISTRATION

Required: MCP in Desktop Applications and Operating Systems required or obtained within one year of employment.  Also requires industry certification of MCSE, NCSE, or MCDST obtained within two years of employment. 

EXPERIENCE

Required: Six plus years in Information Technology and/or or a combination of education and experience that will enable performance of the full scope of the position.

Preferred: Healthcare experience recommended. Post graduate training in systems administration and operations recommended              

PERSONAL PROTECTIVE EQUIPMENT

Must be able to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely.

Travel: Ability to meet St. Charles Health System’s driving requirements.

Schedule Weekly Hours:

40

Caregiver Type:

Regular

Shift:

Is Exempt Position?

No

Job Family:

SPECIALIST INFORMATION TECHNOLOGY

Scheduled Days of the Week:

Monday-Friday

Shift Start & End Time:

8-5 pm PST