What are the responsibilities and job description for the IT Help Desk Specialist position at Ciena Healthcare Management?
Ciena Healthcare Management -
The IT Help Desk Specialist will provide first-level contact assistance to employees. The Help Desk Specialist will also provide customer service and assist employees with technical issues related to desktop computers, networking, applications, telecommunications, and related technology across our 24 / 7 enterprise. Responsibilities require independent analyses, prioritization, communication, and detailed problem-solving skills. This position reports to the Help Desk Supervisor and Chief Information Technology Officer.
Responsibilities include :
- Answer calls filtered into the Help Desk hotline. Also assist employee walk-in issues.
- Support and maintenance of the desktops, laptops, mobile phones, printers and peripherals on the corporate network
- Accurately document all support tickets in Ciena ticketing system. Acknowledge, troubleshoot and resolve all assigned tickets; escalate and follow through when necessary especially in system down situations.
- Create, delete and modify user accounts and AD entries. This includes logging and documentation of all equipment, repairing of old equipment as needed and configuration of new equipment and data backups.
- Facilitates moves, additions, and changes of computer related equipment as required.
- Assist next level IT support staff as necessary.
- Participate in on-call (late night) rotation for helpdesk staff
- May include additional specific helpdesk tasks as assigned by Helpdesk Supervisor or CITO
Education & Experience
Core Technical Skills, Knowledge & Experience :
Ciena Healthcare is Michigan’s largest provider of skilled nursing and rehabilitation care services.
We serve our residents with compassion, concern, and excellence, believing that every one of them is a unique person who deserves our best each day that we care for them. If you have a passion for improving the lives of those around you and working with others who feel the same way, Ciena is the place for you!
