IT Help Desk Technician I

Job Summary

Provides first-level troubleshooting and basic technical support services to internal customers regarding basic application, hardware, and service/network requests.

Essential Functions

To perform this job, an individual must perform each essential function satisfactorily with or without reasonable accommodation.

• Effectively appropriately and clearly communicate with co-workers and director/manager/supers, demonstrating customer service excellence through application of positive language principles, appropriate response and use of constructive problem-solving techniques which foster positive outcomes.
• Respond to helpdesk tickets; prioritize multiple ticket requests, assisting users with resolving them quickly.
• Document accurately, in detail, all work performed in each helpdesk ticket before closing. Documentation meets current standards and policies.
• Smooth collaboration between departments.
• Evaluate systems and solutions and make decisions based on data and analysis.
• Responsible for the installation and maintenance of computer equipment as needed throughout the facility and the facility’s off-site locations.
• Installs and configures software and operating systems and updates these systems when necessary.
• Receives user department computer technical issues, problems, or questions related to their product or service, including PC and network hardware and software, e-mail, word processing, issues with terminal, mouse, printer etc.
• Provide timely support services to all departments for all software applications, manages account access, password resets, and user access privileges.
• Provides training in computer set-up and new technology.
• Provides minor hardware/peripheral repair, as appropriate.
• Provides support for mobile phones.
• Serve as liaison between technical and non-technical staff, being able to explain technical concepts to employees of varying technical abilities.
• Operate a variety of modern office machines and equipment, using modern software, including word processing and data input.
• Complies with confidentiality requirements of daily job duties.
• Confers with IT&S team to find solutions for computer issues, sending complex issues and/or unresolved problems to appropriate personnel.
• Keeps current with principles and practices, technology, regulations, and standards that apply to healthcare information technology.
• Performs other reasonably related job duties as assigned or requested, within scope of practice.

Education

• High School Diploma or General Equivalency Diploma (GED), or equivalent, is required.

Experience

• Minimum two years (2) experience in data processing.
• Medical Information Systems experience preferred.
• Knowledge of medical terminology preferred.