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Associate Help Desk Specialist

Company Name:
Munson Healthcare
Associate Help Desk Specialist
Department: Customer Support (I/S)
Schedule: Part-Time
Shift: Day/PM/Rotate
Hours: 24 hrs (every other weekend)
Salary: $14.14-$22.13
Job Details:
POSITION SUMMARY:
An Associate Help Desk Specialist works under the general supervision of the Help Desk/ IS Management. This position assists customers in resolving issues during the first point of contact as well as triaging and promptly prioritizing and escalating open and unresolved problems following established escalation procedures. An Associate Help Desk Specialist will be required to provide verbal, written and interpersonal support to our customers in a customer focused, professional manner. Forms of communications will include telephone, E-Mail, voicemail, chat, and in-person support channels. This is an entry level position for individuals who have met the minimum qualifications/ requirements.
QUALIFICATIONS/REQUIREMENTS:
Experience/Education:
High School diploma or GED obtained required
Experience in Information Systems (IS) beneficial
Experience in healthcare beneficial
Associate s or Bachelor s degree in IS/Business or Healthcare beneficial
Technical Knowledge:
Keyboarding proficiency required
Basic knowledge of MS Word, Outlook and Excel or equivalent required
Basic knowledge of Microsoft Windows required
Familiarity with the command line interface required
Basic knowledge and troubleshooting skills for laser jet, ink jet, and label printers, scanners, and fax machines required.
Basic knowledge and troubleshooting skills related to computer hardware and software required.
Basic knowledge and troubleshooting skills related to TCP/IP network connectivity issues required.
Strong aptitude for problem solving and advanced troubleshooting techniques beneficial
IT related certification beneficial
Basic knowledge of Apple hardware and Operating systems beneficial
Basic knowledge of downtime operations beneficial
Basic knowledge of hospital systems and operations beneficial
Miscellaneous:
Ability to provide professional telephone skills with proper phone etiquette required.
Ability to completely, and accurately document all customer issues in the current call logging system. If it s not documented it didn t happen required.
Answer all calls promptly and within established guidelines to ensure a high level of service availability to the customer required
Opens initial trouble ticket and accurately logs issue using current call logging system, using clear and concise problem descriptions and work efficiently and accurately to either resolve or triage the problem and set proper call priority and escalate to the proper support team for resolution following established procedures required
May be required to take On-Call duty, and when on-call, may be required to alter work schedule in order to work during the weekend or evenings required
Takes initiative to stay abreast of changing PC technology, as well as enhancing knowledge of all Munson Healthcare systems to ensure first rate service to all Munson Healthcare Customers beneficial
Ability to work independently beneficial
Prior experience working in a secure environment beneficial
ORGANIZATION:
Under the general supervision of a Manager but may receive advice and assistance from the Director of Information Systems, Senior Helpdesk Analyst, or Analyst(s). A working relationship with all Information Systems staff must be maintained.
A professional working relationship with staff from user departments, other regional healthcare facilities, and hardware vendors must be maintained.
The associate Help Desk Specialist is under the supervision of the on call Manager whenever the Manager is unavailable.
No managerial and supervisory responsibility.
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