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! AT CENTRAL MAINE HEALTHCARE YOU ARE AT THE CENTER OF EVERYTHING WE DO Our why, our purpose, drives every decision and action we take as a healthcare system. We strive everyday to deliver exceptional care, and to improve our community. We are a non-profit organization that is breaking the traditional healthcare mold by bringing our patients and their family’s high value, low cost, and award-winning care while focusing on creating an exceptional experience for them; all within their communities. To accomplish this, we only hire individuals who are committed to excellence, who embody the principles of our CMH Experience Service Standards, and who are ready to step in and help their fellow team members achieve those exceptional results for our patients, their families, and the community. Central Maine Healthcare System The organization is broad in its footprint, with three (3) hospitals in Bridgton, Lewiston, and Rumford, and over 75 individual practices within our Medical Group. Lewiston’s Central Maine Medical Center is a certified and award-winning level two trauma center, along with our Central Maine Heart and Vascular Institute and the upcoming highly anticipated launch of our comprehensive state of the art cancer treatment center. Both Bridgton and Rumford Hospitals are four (4) star accredited acute care hospitals, and our Medical Group and Maine Urgent Care Centers have won multiple awards within their specialties. As a system we are a six-time winner of the Leapfrog Safety A Rating since 2019, representing some of the highest quality care and outcomes nationwide. Our awards and accolades are only possible as a result of our commitment to culture, and a focus on safety and inclusion, in each of our patient’s experiences and in the experiences we create within our teams. If you are a person who is looking for a way to give back to your community, to help improve the lives of patients or those who care for our patients, want to be part of a growing organization that is setting the bar for Maine healthcare, apply to join Central Maine Healthcare today! Diversity and Equal Employment Opportunity CMH actively promotes diversity in its workforce at all levels of the organization. We strive to create and maintain a setting where we celebrate cultural and other differences and consider them strengths of the organization. CMH is an equal opportunity workforce and no one shall discriminate against any individual with regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, genetic information or veteran status with respect to any offer, or term or condition, of employment. We make reasonable accommodations to the known physical and mental limitations of qualified individuals with disabilities.