Help Desk Specialist

POSITION SUMMARY:

Under general supervision, provide technical software, hardware and network problem resolution to all Boone County Hospital computer users by performing question/problem diagnosis and guiding users through step-by-step solutions through phone and in-person communication; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; assist System Administrators; troubleshoot network printer problems; pass more complex end-user problems on to System Administrators or Clinical Informatics Analysts ; conduct hardware and software inventory database maintenance and reporting; manage trouble tickets and the Help Desk system; build and configure new PCs. The Help Desk Specialist may be required to do other duties and projects as needed.

The Help Desk Specialist must be an active and effective team member with outstanding communication skills.

BEHAVIORAL REQUIREMENTS:

Boone County Hospital has developed standards for behavior expectations of all employees. Please refer to the Boone County Hospital Standards of Behavior.

ESSENTIAL FUNCTIONS:

• Responds to user questions and inquiries via telephone, email, web, face-to-face, and other communication methods.
• Enters, assigns, and tracks service requests in the on-line work-order system.
• Refers service issues to System Administrators and IT management.
• Provides technical support and solves the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software.
• Provides professional, courteous, prompt, and accurate support and solutions to users. Communicates, analyzes, and troubleshoots routine user problems and provides proper solutions or remedies.
• Properly documents problem ticket into on-line Help Desk System.
• Assists other IT technical staff in providing users feedback and user statistics.
• Establishes priorities on Help Desk tickets based on established helpdesk and departmental guidelines and procedures.
• Follows up and communicates ticket information to users when appropriate.
• Is an active and effective team member.
• Assists with desktop and laptop imagining and installation as needed.
• Assists in the operations of enterprise systems as needed.
• Create and updates user accounts as needed.
• Follows departmental guidelines and operating procedures.
• Work closely with senior IT staff to acquire additional technical and non-technical knowledge.
• Performs End User Training as needed.
• Must be able to effectively communicate with end users in a face-to-face encounter.
• Participates in on-call/afterhours rotation schedule to support 24/7/365 operation.
• Performs other duties as required.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

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.

QUALIFICATIONS:

• Knowledge of principles and operations of computer systems and related peripheral equipment.
• Ability to analyze and troubleshoot problems in-person or over the telephone.
• Ability to maintain knowledge of current technology and able to learn new technology.
• Proficiency with desktop operating systems including Windows 10 and 11.
• Proficiency in the operation and use of personal computers, utilizing word processing, spreadsheet, and database management software programs (e.g., Microsoft Office Suite, Word, Excel, Access, PowerPoint, etc.), Internet browser, websites, and e-mail systems.
• Possess basic to intermediate knowledge and understanding of networking and personal computer hardware.

EDUCATION and/or EXPERIENCE:

• Minimum of one year of IT support experience required.
• A proven aptitude in technology, with the ability to learn rapidly while retaining knowledge.
• Experience or aptitude in troubleshooting procedures for technology.
• Proven ability to communicate effectively whether on the phone or in-person.
• High School Diploma or equivalent required.

COMMUNITCATION SKILLS:

• Effectively communicate with all levels of staff, clinical staff, and physicians.
• Ability to communicate professionally, accurately, and effectively, both verbal and written, as well as on the telephone.
• Ability to understand and respond to user questions in an effective and courteous manner.
• Ability to convey technical procedures and directions in layman’s terms.
• Understanding of, sensitivity to, and respect for the diverse socioeconomic, cultural, disability and ethnic backgrounds of Boone County hospitals’ patients, staff, and community.
• The ability to keep information confidential.
• Must be able to de-escalate tense situations with end users.

PHYSICAL ACTIVITY REQUIREMENTS:

EQUIPMENT/TOOLS:

Computers, telephones, and various hand tools for equipment repair.

WORKING CONDITIONS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing duties of this job, the employee is regularly required to stand, walk, use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl.

Vision must be correctable to view computer screens and read printed information. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

Hearing must be in the normal range for telephone contacts and other conversations.

The above is intended to describe the general content of and requirements for this job. It is not intended to be a complete statement of duties, responsibilities, or requirements.