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Jennie Stuart Medical Center, Inc. Information Systems Customer Assistance Coordinator-FULL-TIME in Hopkinsville, Kentucky


DESCRIPTION: This is technical services work involving the interpretation, analysis, documentation, and resolution of customer information system-related problems on a departmental basis. Work includes using independent judgment in classifying problems, determining severity/impact, and prioritizing resolutions to lessen impact, providing technical advice and assistance to on line system users and technical personnel through remote administration of network and use of system monitoring tools, and coordinating problem resolution activities with user, technical and vendor personnel. Work is performed under general supervision.

REPRESENTATIVE TASKS: (A position may not be assigned all the duties listed, nor do the listed examples include all the duties that may be assigned).

  • Receives, analyzes, and evaluates customer inquiries and complaints regarding system and equipment problems in order to provide support and assistance.

  • Questions and guides user and technical personnel in order to clarify system/network problems.

  • Presents technical information and advice clearly, completely, and concisely in order to ensure clear and uniform understanding by users, vendors, and technical personnel.

  • Documents, analyzes, and categorizes inquiries and complaints in order to determine validity and decide most effective and efficient method of resolution.

  • Diagnoses system and equipment failures/problems and coordinates resolution with user agencies and program, software, and outside technical personnel in order to ensure maximum system availability.

  • Determines by independent judgment when customer inquiries or complaints cannot be resolved at first contact level and assigns inquiry or complaint to technical support group for resolution in order to ensure effective technical support is provided.

  • Compiles, records, and prepares reports on customer information system inquiries and complaints received and resolved in order to provide information, and identify trends and system weaknesses.

  • Records service requests and routes them to appropriate operating unit for action in order to expedite service problem resolutions.

  • Tracks and monitors all customer inquiries, complaints, and service requests in order to ensure resolution in a timely manner.

  • Administers warranty and contract vendor maintenance in order to ensure expedient repair of equipment.

  • Compiles, develops, and updates reference and instructional manuals in order to continually improve problem resolution techniques.

  • Gathers, compiles, and assembles technical and statistical data in order to complete documents and/or reports.

KNOWLEDGES, SKILLS, AND ABILITIES REQUIRED: (These are required to successfully perform the work assigned).

  • Knowledge of mainframe computer systems, wide area networks, local area networks, personal computer hardware and software.

  • Knowledge of remote computer system support functions.

  • Knowledge of functions, organization, policies, procedures, and regulations of the Bureau of Information Services.

  • Knowledge of research methods, statistical analysis, and report writing.

  • Knowledge of desktop automation software.

  • Ability to work efficiently and effectively in stressful environment.

  • Ability to communicate effectively orally and in writing.

  • Ability to establish and maintain effective working relationships.

  • Ability to work independently and think creatively.

  • Ability to exercise sound judgment.

  • Ability to organize, plan work, and manage time effectively.

  • Ability to review, analyze data, and reach logical conclusions.

MINIMUM QUALIFICATIONS: (Entry level knowledge, skills, and/or abilities may be acquired through, BUT ARE NOT LIMITED TO the following coursework/training and/or experience).

A Four (4) year combination of training, experience, and education providing a knowledge of large scale mainframe, advanced midrange computer, personal computer and personal computer software operations; system monitoring and troubleshooting; computer problem analysis and resolution; and customer assistance and complaint resolution.

LICENSING/REGISTRATION/CERTIFICATION REQUIREMENTS: (These must be met by all employees prior to attaining permanent status in this class).


Required SkillsRequired Experience