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Job Details

Overnight IS / Telecom Support Tech

Cedar Rapids, IA

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Full time, overnights 11pm to 7:30 am.  Benefits Eligible. 
Will be responsible for providing first level IS support for end user access on the overnight shift.  This position supports Mercy's philosophy of patient center as the first impression for Mercy Medical Center by answering all calls with a friendly, pleasant, calm voice, asking accurate and concise questions, providing correct answers and routing calls as appropriate. 
Job Specific Duties/Essential Functions
Answers and listens attentively, and responds to all callers on the hospital main phone line as well as the 6111 emergency line. Prioritizes, screens and redirects phone calls. Handles multiple phone lines simultaneously, prioritizing transfers, pages and calls on hold.
Announces emergency codes clearly and concisely in a calm voice
Monitors, responds appropriately and triages alarm notifications to appropriate department(s). Also monitors and responds appropriately to the security officers radio system and serves as a backup for security cameras and notifies Security Officers, if necessary.
Monitors maintenance and security, and refrigerator temperature alarms.
Ensures and maintains the confidentiality, integrity, and availability of organizational information systems. Maintains complete confidentiality of patient information at all times.
Operates the Call Center and performs all functions by department standards.
Manages after hours department specific phone lines. i.e. after business hours, calls for hospice, security, home health, HPCC, biomed, maintenance, administration, IS, cardiopulmonary as well as the Mercy Physician Service answering services.
Runs reports on off shifts for other departments (Anesthesiologists).
Coordinates communication from shift to shift regarding any Emergency Codes to appropriate individuals and any pertinent information to the next Operator on duty. Communicates directly with accuracy with the house supervisor on off shifts and weekends.
Performs data entry for logs, (e.g. van keys, contractor badges, laptops, lost and found). Completes appropriate shift checklists Tests, distributes and logs emergency cell phones correctly.
Provides first level support for end user access, security, and permissions
Establishes the working rapport necessary to develop cooperation and effectively integrate Information Services with the enterprise, both owned and affiliated.
Performs cross platform audits of Active Directory (AD) objects and user permissions.
Performs Active Directory activities to include Account Creation, Group Membership, password questions/issues, file system security, data migration, and directory services
Knowledge, Skills and Abilities
Excellent verbal and written communication skills
Has a basic knowledge of how to work with multi-line phones and multiple computer software.
Is a customer service professional with a courteous and concise speaking voice who can carry on a conversation, with customers, to obtain positive outcomes from their request.
Must be a self-starter with critical thinking skills. Communication skills will be required for resolving and reporting audit data.
Proficiency, expertise or competence with: Active Directory, User Access Previsioning, reporting, and critical thinking skills/abilities needed.
Attains effective knowledge and accurate use of computer software, i.e. Person on Call, Aero scout, and Epic as it relates to the job.
Professional Experience– Required vs. Preferred
Previous customer service knowledge, multiple phone line knowledge preferred.
Basic computer skills required.
Previous Active Directory experience is required.
Auditing experience preferred.
Experience with Microsoft Suite for report creation. (Excel Word, Power Point, etc…)
Education-Required vs. Preferred
High School Diploma or Equivalent Required
Licensure, Certification, Registration - Required vs. Preferred
Non Applicable
Physical Activity Requirements
Constant = 67-100% of workday
Repetitive motion
Frequent = 34-66% of workday
Occasional = 33% or less of workday
Physical Demand Requirements
Sedentary: Exert up to 10 lbs. of force occasionally and/or a minute amount frequently

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