HELPDESK

HARDWARE/SOFTWARE/NETWORK INSTALL, CONFIG, AND MAINTENANCE

 Must be able to participate during IT service interruptions and outages to assist in identifying
root cause for issues and incorporate findings into the problem resolution and management
process.

TECHNICAL SUPPORT / CONSULTING

 Must have ability to work on special projects; maintain service management tools, troubleshoot,
identify and resolve problems related to IT systems, applications and devices.

DOCUMENTATION AND TRAINING/TESTING

USER PROCESSES/BUSINESS POLICIES

HELPDESK

HARDWARE/SOFTWARE/NETWORK INSTALL, CONFIG, AND MAINTENANCE

TECHNICAL SUPPORT / CONSULTING

 Must have experience with call center work force management (WFM) tools and/or methods to
proactively report on and advise management of potential staffing deficiencies or performance
factors that may impact operational performance.

DOCUMENTATION AND TRAINING/TESTING

USER PROCESSES/BUSINESS POLICIES

PRIMARY PURPOSE
1. Monitors and coordinates the overall technical, reporting and project activities of the team,
including participating with workforce management, and IT service management.
2. Assists manager with disseminating new information, including statistics and results.
3. Acts as the point of contact and escalation for the TSC while the department Team Lead and
Team Manager is unavailable.
MINIMUM SPECIFICATIONS
Education:
1. Prefer Bachelor's degree in Computer Science, Telecommunications, Information Systems, or a
related field.
2. Experience:
3. Must have 3-5 years of experience in a large, enterprise IT operations environment.
4. Must have experience in call center reporting and call center activities. Equivalent Education
and/or Experience:
5. May have an equivalent combination of education and experience to substitute for both the
education and the experience requirements. Certification/Registration/Licensure:
6. Prefer ITIL (Information Technology Infrastructure Library) certification.
Skills or Special Abilities:
 Must be able to effectively plan, deliver, operate and control call center reporting.
 Must be able to work closely with colleagues, peers, and leaders throughout the hospital to
deliver a quality customer experience.
 Must be able to develop reporting solutions to identify trends and opportunities within and
outside the department and then communicate the results clearly and completely to customers
and management.
 Must be able to collaborate with other Parkland IT departments to support technology
implementations (e.g. Technical Services, Desktop Support, Telecommunications, End User
Communications)
 Must have ability to work independently, excellent organizational, written and verbal
communication skills.
 Must be customer service oriented; and manage time to meet the demands of the call center
environment.
 Must be able to problem solve and have excellent critical thinking skills
