Call & IT Support Specialist - PRN/(as needed)

Job Number: 129609

Piedmont Athens Regional Hospital - Athens, Georgia
Shift/Schedule: PRN


  • Provides wide range of operational duties including monitoring of critical life safety alarms, monitors IT systems, and password re-sets of network systems, basic PC Hardware trouble shooting, scheduling, and report distribution.  
  • Performs basic office procedures in support of the Information Technology department, Call Center, and Piedmont Athens Regional Health Systems.
  • Works with Technical professionals and end-users, responsible for monitoring the Help Desk system and all incoming calls.
  • Provides paging, messaging, on-call scheduling and telephone services to physicians that subscribe to Athens Regional Answering Service, the Pediatric Advice Line, and Clinical and Support departments.
  • Answer, transfers, locates, and direct calls to the appropriate locations.
    • The Department functions 24 hours a day seven days a week.
    • The Call Center processes an average of 7,700 calls per day.
  • Operates a PC based telephone console, manual switchboard, Fire Alarm control panel, weather radio, and other communications equipment in order to provide various types of communications throughout the Medical Center.
  • Monitors various environmental management alarm systems and initiates the hospital's STAT and code procedures, processes emergency calls, initiates the Mass Notification systems for emergent situations. 
  • Conducts routine tests of in-house, code, and overhead paging systems. 
  • Performs data entry as needed to update information for departmental systems.
  • Prepares Admissions Listing Reports for distribution. Maintains daily and monthly call schedules for hospital staff and members of the PAS.
  • Operate PC based multi-line telephone consoles.
  • Computer skills, including data entry, detailed record keeping, excellent verbal skills, and ability to perform all Call Center Specialist duties.
  • Must display strong troubleshooting capabilities.
  • Must be knowledgeable of PC Hardware and application troubleshooting.
  • Demonstrate skills in a wide variety of microcomputer applications.
  • Experience in handling phones in a high volume call environment.
  • Answers phones and renders support for computer applications and hardware.
  • Must be able to effectively render assistance on a wide variety of PC applications and render support to the System Analyst. 
  • Must be customer oriented to deal effectively and pleasantly with all internal and/or external customers, demonstrating a genuine interest in the customer.
  • Act with a high level of professionalism to handle complaints, problems, and emergency situations with accuracy, tact, and diplomacy.
  • Must have a clear speaking voice and sound grammar skills.
  • Must be willing to obtain a thorough knowledge of Piedmont Athens Regional Medical Center in order to provide accurate and up-to-date information


Minimum Education Required:         
High School Diploma
Minimum Experience Required:       
One-year previous call center, IT Help Desk, operator, dispatching, or related office experience required.   
Computer knowledge required.   
Must be able to type 35 WPM.

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