Patient IT Service Desk Technician - Remote

Hours: 40 hours per week; Monday through Friday from 7:00 AM to 3:30 PM (EST). Rotating Saturday 1-2x per month required from 9:00 AM to 1:00 PM.

Location: Fully Remote

Job Profile Summary

This role focuses on the design, development, and implementation of information technology (IT) solutions in order to meet the organization's needs through new and existing applications, systems architecture, network systems and applications infrastructure and the management of the IT infrastructure. In addition, this role focuses on performing the following Service Desk duties: Provides support to employee end users in areas of personal computers/servers/mainframe applications, data/voice network, and ERP systems including: Acquiring, installing, and upgrading PC components & software and planning for/responding to service outages, Diagnosing problem source through discussions with users and coordinating with internal organization support (Tier 2) to resolve problems, Providing real-time problem resolutions (Tier 1), problem identification, and training to facilitate knowledge transfer and prevent problem reoccurrence and knowledge transfer. Typically centralized but may have local representatives for physical support and some tier 1 support. An organizational related support or service (administrative or clerical) role or a role that focuses on support of daily business activities (e.g., technical, clinical, non-clinical) operating in a "hands on" environment. The majority of time is spent in the delivery of support services or activities, typically under supervision. An experienced level role that requires basic knowledge of job procedures and tools obtained through work experience and may require vocational or technical education. Works under moderate supervision, problems are typically of a routine nature, but may at times require interpretation or deviation from standard procedures, and communicates information that requires some explanation or interpretation.

Job Overview

This position is responsible to provide exceptional technical support and assistance to patients using MyChart and Tufts Medicine patient portal. Responsible to troubleshoot, resolve technical issues, and guide patients on the use of available features to ensure a seamless and positive experience. Provide end user support on a variety of hardware platforms, software applications, and personal computers and printers. Track and monitor problems to ensure a timely resolution. Provide first level training for supported applications.

Job Description

Minimum Qualifications:

1. High school diploma or equivalent.

2. Two (2) years of experience in a customer service or technical support role.

Preferred Qualifications:

1. Associates degree in IT or related field.

2. Previous experience in a healthcare environment.

Duties and Responsibilities: The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list. Other duties and responsibilities may be assigned.

1. Answer Service Desk calls in a courteous friendly and knowledgeable manner.

2. Retrieve calls from Voice Mail and call end-user to assist if needed.

3. Provide first-line technical support to patients experiencing issues.

4. Assist patients with account setup, password resets, and navigation of available features.

5. Troubleshoot and resolve technical problems related to access and functionality.

6. Educate patients on how to manage appointments, view test results, and communicate with healthcare providers.

7. Document and track patient interactions and technical issues in the service desk system.

8. Collaborate with IT team members to escalate and resolve complex technical issues.

9. Maintain up-to-date knowledge of features and updates.

10. Ensure patient confidentiality and data security in all interactions.

11. Provide excellent customer service and maintain a patient-centric approach

12. Communicate issues and problems to peers, leadership as appropriate.

13. Report all system issues and problems to leadership.

14. May be required to work evening or weekend shifts.

Physical Requirements:

1. Frequent sitting, occasional standing & walking, and lifting of 5-25 lbs.

2. Requires manual dexterity using fine hand manipulations.

3. Requires ability to see computer screen and reports.

Skills & Abilities:

1. Excellent customer service, communication, interpersonal and organizational skills.

2. Ability to work with detailed, confidential material, computer experience required.

3. Strong technical troubleshooting skills.

4. Knowledge of patient portal systems and service desk software and tools.

5. Ability to work independently and as part of a team.

6. Knowledge of healthcare regulations and patient privacy standards (HIPAA).