Monadnock Community Hospital
Senior IT Customer Support Coordinator
January 2014 — Present
Reporting to Information Systems Director. Responsible for providing support to customers. Identify, triage, research and resolve technical, application, hardware and connectivity issues.
Supports desktop technicians in scheduling, project management, hardware refresh cycles, upgrades, imaging desktops, day to day break fix and customer escalations. Document procedures and work improve the help desk application process. Assigns support tickets based on priority and appropriate staff member. Accountable for documenting, tracking and monitoring problems, escalating when necessary to ensure a timely resolution. Utilizes a wide degree of creativity and latitude to ensure end user satisfaction. Invoice processing, scanning documents, and tracking expenses. Actively involved in the IT implementation plan. Helps coordinate cabling and technical resources to ensure timely delivery on construction, upgrade and maintenance projects. Responsible for order and inventory management. Ensures standardization of processes and procedures. Generate weekly reports of service levels, on call reports and ticket counts.
Telecom manager solely responsible for working with end users, phone carrier, network engineer and cabling vendors to maintain and upgrade voice systems.
Regular contact with managers, supervisors, physicians, volunteers, hospital staff, offsite departments and remote customers. Strong appreciation and respect for department and management team values and goals. Has a genuine interest in making a difference with customer satisfaction while utilizing best practices.