Help Desk Technician

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MAJOR FUNCTION

• Under the supervision of the Director of Information Technology, Help Desk Technician is responsible for the implementation, documentation and maintenance of complex, technically oriented and sensitive computerized systems. Performs related work including, but not limited to, ESSENTIAL FUNCTIONS:

ESSENTIAL FUNCTIONS

• Respond to queries submitted through the IT Help Desk application.
• Provide help desk functionality to entire Health Center, assisting users with the operation/repair of computer systems and other technological equipment. This includes traveling between sites to perform tasks when necessary.
• Offer technical assistance with the delivery, configuration, set up, maintenance and troubleshooting of computer systems, hardware, and software.
• Train computer users
• Run reports and analyze common complaints and problems
• Deploy and set up monitors, docking stations, printers as needed throughout the facilities.
• Provide support to remote users.
• Assist the clinical staff in setting up new clinical equipment.
• Be available after-hours or weekends, when necessary.
• Perform regular performance maintenance checks, cleaning and certifying equipment operational performance.
• Maintain inventory management records. Update/Modify/Tag new and existing equipment as needed. Completes technical, administrative and operational training on new equipment as assigned.

ADDITIONAL RESPONSIBILITIES:

• Ability to interact with a broad range of clients and/or technology support employees requiring very strong communication skills and ability to use a wide range of technical resources for providing technical support to clients.
• Greet all patients/clients/customers via telephone or directly in a personal and professional manner.
• Participate in other assigned duties as designated by the Director of I T.

EDUCATION & EXPERIENCE:

• Minimum: Graduation from an accredited college with an A.A.S degree in Computer Science or related field.
• One (1) years’ experience in technical support, helpdesk, information system design and systems analysis preferred not required.

LICENSURE AND/OR CERTIFICATIONS:

• Certifications: A , Network , CCNA, MCSA/MCSE desired but not necessary. We may substitute work history for missing certifications

KNOWLEDGE, SKILLS, ABILITIES AND OTHER (KSAO’s)

• Thorough and up-to-date knowledge of the capabilities, operating characteristics and programming of network/server/workstation equipment and software.
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
• Self-motivated, detail-oriented and organized. Able to work independently and efficiently to meet deadlines.
• Strong interpersonal skills for frequent interactions with users and managers.
• Professional appearance and demeanor at all times. Maintains productive, professional relationship.
• Strong working knowledge of data processing, system design, problem analysis and hardware.
• Accountable to the Director of Information Technology for all phases of activities

PHYSICAL & WORK REQUIREMENTS

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

This position requires the manual dexterity sufficient to operate phones, computers and other office equipment. The position requires the physical ability to kneel, bend, and perform light lifting. This person must have the ability to write and speak clearly using the English language to convey information and be able to hear at normal speaking levels both in person and over the telephone. Specific vision abilities required by this job include close vision, depth perception and the ability to adjust focus. Generally, the working conditions are good with little or no exposure to extremes in health, safety hazards and/or hazardous materials.

EMPLOYEE ACKNOWLEDGEMENT
I have read the above position description and fully understand the requirements set forth therein. I hereby accept the position and agree to abide by the stated requirements, and will perform all duties and responsibilities as delineated. I further understand that the Henry J. Austin Health Center reserves the right to amend this job description in accordance with the needs of the organization. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This description reflects management’s assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned. This job description is subject to change at any time.

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Signature of Employee Date

Henry J. Austin Health Center is an Equal Opportunity Employer (EOE). Qualified applicants are considered
for employment without regard to age, race, creed, color, national origin, ancestry, marital status, civil union,
domestic partnership, affectional or sexual orientation, genetic information, sex, gender identity, disability or
veteran status.

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