Position Summary

Reporting to the IT Manager, the IT Help Desk Support provides support to end users on a variety of issues. Identifies, researches and resolves technical problems. Responds to telephone calls, emails and personnel requests for technical support. Documents, tracks, and monitors events to ensure a timely resolution. Is familiar with a variety of the field’s concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. A wide degree of creativity and latitude is expected.

Responsibilities

• Is responsible to answer Help Desk calls, complete Help Desk requisition forms and resolve emergency Help Desk inquiries and prioritize calls with pending projects.
• Maintains logs of down time (either voice and/or data) and tracks steps taken to resolve issues, including but not limited to vendors that were involved in corrective action, name of technician on site, changes and replacement of equipment and the exact amount of down time experienced.
• Monitors network, EHR and system access logs. Prints on a weekly basis and comments on any unusual events and documents research on the event as well as any corrective steps taken.
• Evaluates condition and performance of deployed PC’s, laptops, and printers. Updates, repairs and/or replaces as necessary.
• Creates and maintains department SOP documents (standard operating procedures).
• Ensures all technology needs are met for the organization. Researches, proposes, and leads implementations of software and hardware solutions.
• Identifies and presents process improvements to the IT Coordinator.
• Has working knowledge of the organization’s Electronic Health Record (EHR) system(s) and is able to assist as needed.
• Proficient in Windows operating systems, remote access, cloud applications, desktop and server environments including the networks connecting these systems.
• Possesses the ability to explain and provide training on complicated technical information to end users.
• Ensures OHI’s networks, PCs, servers, telephone system and mobile devices are up-to-date and configured to documented standards.
• Works with the IT Coordinator to develop and complete projects.
• Researches, configures, and deploys IT related items with approval from the IT Coordinator.
• Serves as a liaison to vendors.
• Appropriately responds to security threats and notifications from systems and/or staff.
• Provides IT overview at NEO in the absence, or at the request, of the IT Coordinator.
• Provides excellent customer service at all times.
• Completes all mandatory in-services and attends all mandatory in-service meetings.
• Is highly accountable for one's own productivity. To maintain transparency, all projects must be represented clearly on a project board in Monday.com. Responsible for ensuring the board is always updated and accurate and that information is accessible to those that need it.
• Adheres to Corporate Compliance policies.
• Maintains a passing monthly scorecard threshold at 80%.
• Other duties as assigned.

Education/Experience/Licensure

• High School Diploma or equivalent is required.
• IT certification is required.
• Actively participates in ongoing education and additional certifications as appropriate.
• One to three years of progressive experience troubleshooting and diagnosing Help Desk related queries.
• Proficiency in Microsoft Office 365 is required.