Help Desk Support Spec

Position Summary

Provides technical support to the organization's internal users of computer applications and hardware (e.g., PCs, servers, mainframes). Answers questions regarding system procedures, online transactions, systems status and downtime procedures and is typically located within a call center. Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems. Maintains a troubleshooting tracking log ensuring timely resolution of problems.

What You Will Do

Applies functional knowledge of the organization's technology offerings to respond to user inquiries and requests for technical assistance via phone, email, or in-person. Handles simple diagnosis and resolution of technical problems reported by end users. Carries out resolution and documentation of support tickets or incidents, ensuring that issues are properly documented, prioritized, and resolved within agreed-upon service level agreements (SLAs). Assists users with healthcare-specific software applications used within the organization, such as electronic health records (EHR) systems, medical imaging software, scheduling software, or billing systems. Coordinates user accounts, access rights, and permissions to various systems and applications in order to resolve issues and permit access to relevant parties. Assists in the deployment and implementation of new software applications, system upgrades, or hardware installations. Drafts documentation and training materials to facilitate self-help resources for end users. Receives and implements regular, timely feedback as well as the formal performance review process to ensure delivery of exceptional services and engagement, motivation, and team development. Does simple user training sessions or workshops to enhance end users' understanding and proficiency with various IT systems, applications, and best practices.

Required Qualifications

Less than 1 year work experience Basic awareness of problem solving and decision making skills

Preferred Qualifications

Certified Information Technology Professional (CITP) preferred.

Education

High School Diploma

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is: $17.00 - $28.46 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.

Great Benefits For Great People

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include: Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan. No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching. Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.