Founded in 1906, McLeod Health is a locally owned and managed, not for profit organization supported by the strength of more than 900 members on its medical staff and more than 2,900 licensed nurses. McLeod Health is also composed of approximately 15,000 team members and more than 90 physician practices throughout its 18-county service area. With seven hospitals, McLeod Health operates three Health and Fitness Centers, a Sports Medicine and Outpatient Rehabilitation Center, Hospice and Home Health Services. The system currently has 988 licensed beds, including Hospice and Behavioral Health. The hospitals within McLeod Health include: McLeod Regional Medical Center, McLeod Health Dillon, McLeod Health Loris, McLeod Health Seacoast, McLeod Health Cheraw, McLeod Health Clarendon and McLeod Behavioral Health.  

                                                              Essential Job Responsibilities/Expectations

1. Job responsibilities include those listed in the competency document.

2. Maintains a professional image and exhibits excellent customer relations to patients, visitors, physicians, and co-

workers in accordance with Mcleod Service Excellence Standards and Core Values.

3. Functions effectively in a complex, demanding environment of competing priorities and timeframes.

4. Maintains 1st level knowledge of all systems, process, and integrations supported by the IT department.

5. Answers incoming IT calls providing high quality technical support and customer service on various hardware and

software platforms. Utilizes phone etiquette documentation to ensure consistency and high-quality customer

support during all calls.

6. Utilizes remote connection tools to connect to end-users for support and gain a better understanding of end-user

issues.

7. Attempts first-call resolution and escalates to appropriate teams when necessary.

8. Assists in maintaining a detailed knowledge base and communicating changes/updates with colleagues promptly.

9. Communicates and shares knowledge with peers in a timely manner.

10. Ensures on-call IT Senior Help Desk Analyst is informed of any trends in calls that may indicate potential issues

and/or outages.

11. Maintains a working knowledge of ITSM platform and phone systems.

12. Possess a working knowledge of all monitoring systems.

13. Reads, understands, and interprets documentation concerning policies and procedures for Help Desk operations.

14. Has professional written and verbal skills.

15. Any other Help Desk Analyst related duties as required.

                                                                                    Job Requirements

Qualifications/Education/Training:

1. At least 2 years of experience in an operator-based technical support capacity supporting a multi-platform

computing environment.

Licenses/Certifications/Registrations/Education:

1. A minimum of a High School Diploma/GED from an accredited school.

Physical Requirements: Refer to Occupational Risk Assessment