SiTEL Help Desk Operator
Company Name:
Medstar Health
SiTEL Help Desk Operator
Department: SiTEL
Schedule: Full time hourly with Benefits (nonexempt)
Shift:
Hours:
Job Details:
SiTEL Help Desk Operator
Job Summary
Assists employees of the subscribing organizations with basic troubleshooting of SiTELMS. Assistance is
provided via phone, email and chat.
Qualifications
EDUCATION: Associate's degree required. Bachelor's degree preferred.
Experience: 2 years of related professional experience and advanced knowledge of company supported
applications.
LICENSE/CERT/REG: No special certification, registration or licensure is required.
SKILLS: Verbal and written communication skills. Basic computer skills.
Primary Duties and Responsibilities
Advises end users on appropriate action.
Answers subscriber organization questions in person and via phone on SiTELMS supported applications.
Anticipates the needs of the subscribing organizations and create basic how to education to assist the end
users with commonly asked questions/concerns.
Contributes to the achievement of established department goals and objectives and adheres to department
policies, procedures, quality standards and safety standards. Complies with governmental and accreditation
regulations.
Documents resolution for future reference and follow up on issues with customers and internal staff.
Maintains required administrative records.
Participates in multidisciplinary quality and service improvement teams as appropriate. Participates in
meetings, serves on committees and represents the department and hospital/facility in community outreach
efforts as appropriate.
Perform other duties as assigned.
Performs hardware and software installations.
Provides on-the-job training to new department staff members and new company staff.
Provides recommendations on company application purchases.
Serves as liaison between end users and SiTEL Programming and Outreach Education Department to
resolve SiTELMS issues.
Troubleshoots end user issues to determine cause, which may include hardware, software, networking, user
access or operating systems.
Works one-on-one with staff on development and deployment of application projects.
Physical Requirements
NO PATIENT CARE/CONTACT: Visual Acuity. Manual dexterity. Light physical effort: Physical mobility with
ability to lift, push or pull up to and including 15 lbs. Walking, standing, sitting for prolonged periods. Ability to
hear and orally communicate. Ability to read, comprehend and write the English language.
NO PATIENT CARE/CONTACT: Mostly sedentary work in office type setting. Use of office equipment on a
regular basis including computers, phones, etc. Potential for incidental exposure to patients, visitors and
family members with a variety of physical and psychiatric/mental health conditions. Position may require
flexible scheduling, off-shifts, weekend, holiday, on-call and/or overtime hours of work in accordance with
department policy or procedures.
REPORTS TO: Director - SiTEL Outreach Svcs
SUPERVISES: No direct reports
###
CB Estimated Salary: $20 to $28 per hour based on qualifications.
Medstar Health
SiTEL Help Desk Operator
Department: SiTEL
Schedule: Full time hourly with Benefits (nonexempt)
Shift:
Hours:
Job Details:
SiTEL Help Desk Operator
Job Summary
Assists employees of the subscribing organizations with basic troubleshooting of SiTELMS. Assistance is
provided via phone, email and chat.
Qualifications
EDUCATION: Associate's degree required. Bachelor's degree preferred.
Experience: 2 years of related professional experience and advanced knowledge of company supported
applications.
LICENSE/CERT/REG: No special certification, registration or licensure is required.
SKILLS: Verbal and written communication skills. Basic computer skills.
Primary Duties and Responsibilities
Advises end users on appropriate action.
Answers subscriber organization questions in person and via phone on SiTELMS supported applications.
Anticipates the needs of the subscribing organizations and create basic how to education to assist the end
users with commonly asked questions/concerns.
Contributes to the achievement of established department goals and objectives and adheres to department
policies, procedures, quality standards and safety standards. Complies with governmental and accreditation
regulations.
Documents resolution for future reference and follow up on issues with customers and internal staff.
Maintains required administrative records.
Participates in multidisciplinary quality and service improvement teams as appropriate. Participates in
meetings, serves on committees and represents the department and hospital/facility in community outreach
efforts as appropriate.
Perform other duties as assigned.
Performs hardware and software installations.
Provides on-the-job training to new department staff members and new company staff.
Provides recommendations on company application purchases.
Serves as liaison between end users and SiTEL Programming and Outreach Education Department to
resolve SiTELMS issues.
Troubleshoots end user issues to determine cause, which may include hardware, software, networking, user
access or operating systems.
Works one-on-one with staff on development and deployment of application projects.
Physical Requirements
NO PATIENT CARE/CONTACT: Visual Acuity. Manual dexterity. Light physical effort: Physical mobility with
ability to lift, push or pull up to and including 15 lbs. Walking, standing, sitting for prolonged periods. Ability to
hear and orally communicate. Ability to read, comprehend and write the English language.
NO PATIENT CARE/CONTACT: Mostly sedentary work in office type setting. Use of office equipment on a
regular basis including computers, phones, etc. Potential for incidental exposure to patients, visitors and
family members with a variety of physical and psychiatric/mental health conditions. Position may require
flexible scheduling, off-shifts, weekend, holiday, on-call and/or overtime hours of work in accordance with
department policy or procedures.
REPORTS TO: Director - SiTEL Outreach Svcs
SUPERVISES: No direct reports
###
CB Estimated Salary: $20 to $28 per hour based on qualifications.
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