Help Desk Specialist

Where Compassion Meets Innovation and Technology

This position provides support for all corporate computer assets. Installs, modifies, and makes repairs to helpdesk hardware and software systems; provides technical assistance and training to system users; and determines required software and hardware in conjunction with end users.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Maintains utmost level of confidentiality at all times.
• Adheres to hospital policies and procedures.
• Demonstrates business practices and personal actions that are ethical and adhere to corporate compliance and integrity guidelines.
• Inspects helpdesk equipment and prepares equipment for delivery to end user.
• Enter all incoming calls to the ticketing system database appropriately.
• Be responsible for timely closure of help desk tickets.
• Monitor outstanding help desk tickets for escalation.
• Installs and maintains hardware and peripheral components such as monitors, keyboards, printers, and disk drives.
• Loads specified software packages such as operating systems, word processing, or spreadsheets onto computers.
• Must have a working knowledge of network client setup, such as installing client software and setting up TCP/IP on client workstations.
• Ability to support users remotely via remote control applications, RDP, or SMS.
• Basic understanding of networking concepts for troubleshooting purposes.
• Immediately solve as many incoming calls as possible within the scope of knowledge.
• Perform follow-up as necessary.
• Route assigned help tickets to the appropriate person.
• Answer questions regarding system procedures, system status, system downtime and downtime.
• Stay informed of all changes to the systems that affect customers.
• Be able to ask the correct questions to discern the urgency of the problem.
• Follow written and/or oral instructions regarding applications to be processed by standard operating procedures and techniques, which are relatively repetitious.
• Be fully able to communicate information to other employees within the department or hospital and responsible for shift maintenance which will include vacuuming of computer area and all related equipment to insure proper operation as per departmental guidelines.
• Other duties as assigned by the Helpdesk Manager.
• Perform the following duties:

System & Desk-side Services

• User account creation
• Password resets
• Print services
• Basic system troubleshooting
• Re-imaging PC's
• Repairing/Replacing PC's & Printers

Email Services

• User accounts
• Password resets
• Email client configuration

PC, Applications and Network Support

• Advanced troubleshooting & problem escalation

Telecom Support Admin

• Receive requests – follow up on requests
• System failure communication
• Ensure proper documentation is completed for tickets, PC setups, and configuration changes

Education and/or Experience:

• High school diploma or general education degree (GED); and 2 years experience preferred.
• Preferred certifications: A+ and Microsoft Certified Professional (MCP).