Dartmouth Health

Academic health system and medical education

Associate User Support Analyst - Radiology IT

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeLebanon, NH, USANo salary listedIn-person

About the Job

Requirements

High school diploma or equivalent is preferred.

Responsibilities

Provide frontline technical support in person, by telephone, through self-service tickets, or other communication channels for moderately complex workflows and processes.
Document accurate assessments, analyze issues, troubleshoot, resolve issues, or escalate them appropriately.
Monitor team work queues when needed and take ownership of tickets according to priority and daily assignments.
Provide customer service by informing customers, restoring services, providing services according to guidelines, and escalating tickets to higher support levels.
Obtain pertinent information for ticket creation and provide customer-friendly resolutions.
Provide analysis support for special projects when needed.
Maintain proficiency with role-related tools, including the current ticket and problem-management software platform.
Use the Automatic Call Distributor system within department guidelines.
Collaborate with other Information Services teams.
Present information in small group settings when needed and communicate the status of open problems or issues to concerned parties.
Manage assigned single-person projects using prescribed workflows from inception through completion when needed.
Perform other duties as required or assigned.

Desired Qualifications

High school diploma or equivalent is preferred.

Overview

A frontline support professional who provides end-user support, both over the phone and in person, for software and hardware issues related to medical image sharing and distribution. Receives, documents, and handles tickets. Responsible for providing information, attempting first call resolution, triaging and escalating requests for complex imaging request issues appropriately. Able to work as part of a team.

Responsibilities

Provides frontline technical support in person, by telephone, via self-service tickets or other communication venues on moderately complex workflows and/or processes. Documents accurate assessment, analyzes, effectively troubleshoots and resolves or appropriately escalates issues.

May monitor team work queues and takes ownership of tickets according to priority and daily assignments.

Responsible for providing a high level of customer service by providing customers with information, restoring services, providing specific services as per guidelines and escalating tickets to higher levels of support.

Responsible for obtaining pertinent information for ticket creation and providing a customer friendly resolution.

May provide analysis functions in support of special projects.

Maintain proficiency with tools necessary to the role, including current software platform for ticket and problem management.

Successfully utilizes the ACD (Automatic Call Distributor) system within department guidelines.

Networks and collaborates with other IS teams.

May present information in small group settings (informal presentations). Communicates the status of open problems or issues to all concerned parties.

May manage single-person projects as assigned, using proscribed workflows from inception through completion.

Performs other duties as required or assigned

Qualifications

High school diploma or equivalent preferred

Required Licensure/Certifications

None

About the Company

Dartmouth Health

Academic health system and medical education

Dartmouth Health runs New Hampshire’s largest private employer and a regional academic health system serving northern New England, with DHMC and a wide network of hospitals and clinics. It provides care through more than 2,000 providers across nearly every specialty, including the Dartmouth Cancer Center and Dartmouth Health Children’s. It blends clinical care with education and research by training about 400 residents and fellows each year with Dartmouth and the Geisel School of Medicine, and by conducting clinical trials with Geisel and the White River Junction VA Medical Center. Its goal is to deliver exceptional, personal care while advancing medicine and meeting the health needs of the communities it serves.

Company size: 201-500
Company stage: Not listed
Total funding: Not listed
Headquarters: Lebanon, NH
Founded: Not listed

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