Children's Hospital Boston Computer Support Tech I in Boston, Massachusetts

49701BRTitle:Computer Support Tech IDepartment:Pediatric Physician's OrganizationAutoReqId:49701BRStatus:Full Time Standard Hours per Week:40 Shift:DayJob Posting Description:At Boston Children’s Hospital, success is measured in patients treated, parents comforted and teams taught. It’s in discoveries made, processes perfected, and technology advanced. In major medical breakthroughs and small acts of kindness and in colleagues who have your back and patients who have your heart. As a teaching hospital of Harvard Medical School, our reach is global and our impact is profound. Join our acclaimed Pediatric Physicians’ Organization at Children’s (PPOC) and discover how your talents can change lives. Yours included.

This Computer Support Tech I will be responsible for:

  • Answering calls from end users, gathers the required information to understand and troubleshoot the problem effectively. Properly escalating unresolved queries to the next level of support or resource.

  • Capturing and documents appropriate details related to issues with the PPOC’s computer system, networks, and applications in the Help Desk ticketing system to ensure accurate reporting, logging, and communication of issue resolution ; troubleshooting reported problems according to established procedures, and closes the tickets when appropriate. Communicating updates to user as appropriate.

  • Repairing and maintaining workstations throughout the PPOC. Troubleshoots PC problems and performs PC hardware upgrades, as necessary. Testing equipment as appropriate.

  • Exhibiting sensitivity to callers’ needs and situations, works hard to find solutions/workarounds to ensure users are able to continue practice day-to-day operations.

  • Serving as the first contact between the PPOC and the end user community pertaining to computer/hardware issues, and EMR breakfix or training requests. Guiding end users through diagnostic procedures in order to resolve as many problems as possible. Working with appropriate teams and coordinates the resolution of reported issue. Escalating problems to supervisor, when necessary.

    To qualify you must have:

  • Knowledge of theories, principles, and concepts typically acquired through completion of an Associate's degree in Computer Science, or a related field and 0-1 years’ experience.

  • Analytical skills to resolve problems that require the use of basic scientific, mathematical, or technical principles. Ability and desire to master new applications and technology on a continual basis.

  • Occasional evening or weekend hours.

  • 1+ years of experience with an Electronic Medical Record (EMR); Epic EMR experience preferred.

  • Previous experience in a call center environment preferred.

  • Strong communication and interpersonal skills; with a focus on providing excellent customer service in all interactions with practice staff, clinicians and colleagues.

Boston Children’s Hospital offers competitive compensation and unmatched benefits, including affordable health, vision and dental insurance, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition Reimbursement, cell phone plan discounts and discounted rates on T-passes (50% off). Discover your best.

Boston Children’s Hospital is an Equal Opportunity / Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.Office/Site Location:Boston