Job Description

Job Description

Job Description

General Information:

Job title: IT Help Desk Support

Schedule: Full-time, 80 hours per pay period; Monday-Friday 8:00am-4:30pm

Additional Information: Occassional work done after hours if issues arrise.

Position Summary:

The IT Help Desk Support role serves as the first point of contact for technical assistance, triaging issues related to computer hardware, software applications, networks, and operating systems via phone, email, and an IT ticketing system. Additionally, the position provides support to Mile Bluff patients by assisting with Patient Portal enrollment and troubleshooting through phone and email, ensuring both staff and patients can effectively carry out their tasks.

Position Responsibilities:

• Deliver user support by managing security access and resolving technical issues across systems.
• Assist with New Employee Orientation and provide education on IT systems, access protocols, and best practices.
• Respond to Help Desk inquiries via phone and email, performing rudimentary troubleshooting or escalating issues when necessary.
• Resolve support tickets through various channels-phone, email, in-person, or remote sessions-and document resolutions with follow-up to ensure closure.
• Provide comprehensive support for the Mile Bluff Patient Portal, including patient enrollment, password resets, and updates to user information such as name changes and proxy accounts.
• Maintain and manage the IT ticketing system by assigning tickets, updating status notes, and coordinating with IT staff to ensure timely resolution; monitor and report recurring issues.
• Create and administer user accounts across platforms including Active Directory, Meditech, Exchange Admin Center, and Imprivata; perform password resets, account unlocks, and user training as needed.
• Perform additional duties and support tasks as assigned.

Position Requirements:

• High school diploma or equivalent required.
• 1+ years of related work experience preferred.
• Exceptional accuracy and attention to detail required.

Knowledge, Skills, & Abilities

• Expert proficiency with computers is required.
• Basic understanding of technology and troubleshooting principles.
• Exceptional customer service skills and experience.
• Attention to detail and accuracy in performing duties.
• Excellent analytical, problem-solving, and teamwork skills.

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