Location:
On-Premises
Employment Type:
Full-Time
Summary
The Help Desk Support Technician I provides entry-level technical support, asset management, and inventory tracking assistance in a healthcare environment. This role responds to end-user requests, performs basic troubleshooting and maintenance, documents issues, tracks IT assets and inventory, and works under the close direction of senior IT personnel.
Primary Responsibilities & Duties
- Asset Data Entry: Add asset records from external systems, clean up duplicate records, verify the accuracy and completeness of asset information, and track stock levels for IT inventory and supplies.
- Basic End-User Support: Provide basic technical assistance by resetting passwords, unlocking accounts, and logging support requests with Cerner. Respond to end-user requests for technical assistance by phone, email, or ticketing system using established procedures.
- Basic Endpoint Troubleshooting and Maintenance: Perform routine device maintenance, including connecting devices to the correct network, rebooting systems, troubleshooting printers, cycling network ports, logging into streaming services, installing workstation updates, and replacing batteries. Troubleshoot and resolve basic computer, application, system, device, access, or performance issues. Utilize product information or solution databases to research, troubleshoot, and deliver solutions.
- User Guidance & Documentation: Advise users on methods, steps, and actions to resolve issues and help avoid future problems. Provide documentation and instructions as needed.
- Escalation: Escalate issues to appropriate levels or teams to ensure timely and effective resolution.
- Service Standards: Fulfill all operational service level standards for response time, documentation, and quality of service.
- Additional Tasks: Complete other assigned tasks related to asset management, endpoint support, and help desk operations.
Shared Responsibilities & Duties
- On-Call Support: Participate in weekly on-call rotations with on-call pay and be available for emergencies even when not assigned.
- Cross-Training: Maintain familiarity with all IT systems, collaborate on projects, and avoid silos to ensure seamless teamwork.
- Policies and Procedures: Contribute to IT policies within your role, adhere to all IT policies, and set an example for the organization.
- Security and Compliance: Ensure systems, devices, and users remain secure and compliant, addressing or escalating security issues immediately. Contribute to risk assessments as requested.
- Training and Education: Complete ongoing training and education annually.
- Equipment Installation: Assist team members with physical equipment installations as needed.
Required Skills/Abilities
- Basic knowledge of IT support practices, including account management, workstation troubleshooting, and device maintenance.
- Familiarity with network connectivity, printers, and common hardware maintenance.
- Proficiency with content management systems (e.g., WordPress, Sharepoint) or ability to learn quickly.
- Strong attention to detail and organizational skills.
- Ability to work independently and collaboratively in a team environment.
- Ability to accurately track assets and inventory levels.
- Ability to document work clearly and follow established processes and procedures.
- Strong customer service and communication skills.
- Demonstrates initiative, a proactive approach to problem-solving, and a strong desire to learn new technologies and skills.
Qualifications
- High school diploma or equivalent; associate’s degree in IT or related field preferred.
- Familiarity with healthcare IT systems (e.g., Cerner) and HIPAA compliance is a plus.
- No prior experience required; entry-level candidates encouraged to apply.