What are the responsibilities and job description for the Help Desk Specialist position at Iowa Primary Care Association?
About Us
The Iowa Primary Care Association (Iowa PCA) has supported Iowa’s community health centers for over 36 years to expand access to affordable, high quality, integrated care. The Iowa PCA, along with our sister companies INConcertCare (INCC) and IowaHealth (IH ), provides training, technical assistance, and shared services opportunities in quality improvement, value-based care, health information technology, and other areas. We are now expanding our services through a new partnership with Iowa Health and Human Services to serve as the new statewide Behavioral Health Administrative Service Organization (BH-ASO). It’s an exciting opportunity to expand our efforts and connection to the broader behavioral health safety net.
Position Overview
The Help Desk Analyst will primarily be responsible for overseeing the day-to-day duties of responding to requests for support. In this capacity, this role will triage and troubleshoot to resolve complex help desk tickets, take incoming help desk related calls, as well as develop relationships with technology teams at member health centers and software support vendors, which may include afterhours and weekend tasks or support calls.
Key Responsibilities
Customer Relations
- Serves as primary point of contact for Help Desk tickets and incoming help desk phone calls and for IT tickets as assigned.
- Provides exceptional customer service as a member of the support team responsible for end user support.
- Works collaboratively with end users to most efficiently solve problems.
- Follows internal guidelines as well as exercise professional judgement to escalate tickets timely.
- Works with staff in person and remotely to support and solve problems specific to Microsoft applications as well as a limited number of applications specific to the Iowa Primary Care Association and its member health centers.
- Develop relationships with third party software vendors that are supported by the Iowa Primary Care Association, INConcertCare and IowaHealth .
- Work closely with the business units on IT related projects needing assistance and communicate vital information to best support other IT and data needs.
- Maintains, troubleshoots, and repairs computer and audio-visual systems including laptops, printers and other peripherals.
Support
- Utilizes and manages the Company’s ticket tracking system.
- Maintains and updates thorough documentation.
- Develops and maintains SOP sand application support documentation for a wide variety of applications and processes.
- Provides user account administration for network and application access.
- Triages and escalates issues to vendors, other technology team members, and/or the Director of Technology in a timely manner as appropriate.
- Assists with troubleshooting basic networking issues.
Qualifications/Experience
- Bachelor’s Degree in Management of Information Systems, Computer Science, or Associate Degree, or equivalent experience required.
- Experience with help desk software, phone support, and customer service.
- Proficiency with Microsoft Office suite is required.
- 1 to 3 years’ experience in help desk, customer support, or HIT implementation duties.
- Prior experience implementing and maintaining software applications.
- Knowledge of VOIP phone systems, network systems, and basic IT troubleshooting a plus.
- Demonstrated work experience supporting / maintaining applications.
- High analytical skills, language and reasoning ability. Excellent business acumen.
- Demonstrated experience providing strong customer service.
- Demonstrated ability to handle tense customer service scenarios.
- Demonstrated knowledge of access and authentication controls.
Why join us?
- The opportunity to make an impact on the healthcare of Iowans
- Hybrid work environment (2 days in office)
- Great benefits including affordable healthcare plans, dental, vision, 401K with employer match, generous PTO package, paid parental leave, life insurance, and education discounts
Iowa Primary Care Association Core Values
Accountable, Collaborative, Deliberate, Proactive, Respectful, Transformative
Learn more about the Iowa PCA at www.iowapca.org
