Desktop Support Technician

Company: Mass General Brigham
Location: Salem
Posted on: February 23, 2021

Job Description:

Responsibilities:

• Coordinate Virtual Visitation (Patient Connect Program), including coordinating time with clinical and administrative staff using MGB Service Now Ticketing System. Bring iPad to unit when necessary to complete the virtual family visit.
• Act as SME for Patient Connect and Care Team Connect. Provide at the elbow support for nursing and administrative staff for meeting coordination. Attend nursing huddles to advocate for and assist with CTC / Patient Connect meetings.
• Manage central storage for virtual visitation (Patient Connect Program) coordination every day 11am to 7pm. -- Device Maintenance:
  • Wipe down/clean devices
  • Charge devices
  • Test functionality -- Assist with configuring devices -- Prepare devices for deployment, including labeling devices, documenting all device numbers to be deployed to units as well as received from units.-- Troubleshoot issues
    • Provide front-line support for CTC/PC iPad technical issues.
    • Escalate issues at the direction of local IS leadership and MGB Virtual Care Team. -- Proactively round on Care Team Connect units to ensure that:-- Staff are trained to use Care Team Connect for virtual visitation and to provide training if needed-- Devices are functioning correctly
      • Collecting and replacing malfunctioning devices
      • Cleaning and wiping devices after each use
      • Devices are available (not lost), including ancillary equipment, such as charging cables, charging bricks, clamps/mounts, tip sheets Qualifications:-- Proven track record in delivering outstanding customer service-- Exceptional interpersonal and communication skills, both written and oral-- Ability to work independently and to appropriately prioritize work-- Previous work experience, especially in a healthcare setting, preferred-- Individual is comfortable working in clinical care settings and is expected to work directly with the patient. -- Individual will be required to support all areas of the hospital including locations that require the use of Personal Protection Equipment, PPE. Individual will be trained in its use and will follow all precautions requiring the use of PPE. Before entering any area that requires the use of PPE individual will work with the clinical staff to ensure all policies are adhered to. -- Ability to learn new tools quickly-- Basic PC skills, familiarity with iPads/tablets, video-based software, such as Zoom, and Microsoft Office products, such as Word, Excel-- Experience with training people at different levels of an organization, preferred

Keywords: Mass General Brigham, Salem , Desktop Support Technician, Professions , Salem, Massachusetts