Help Desk/ PC Specialist

BASIC FUNCTION:

Provides first-level technical support to end users throughout Seneca Nation Health System. Installs, configures, maintains, and troubleshoots desktop hardware, software, mobile devices, printers, and related technologies. Ensures timely resolution of service requests while supporting the organization's clinical, administrative, and security objectives.

GENERAL RESPONSIBILITIES:

1. Documents, tracks, resolves and monitors incoming help requests from end users via both telephone and electronically in a courteous manner.
2. Prioritizes and documents problems and solutions. Escalates problems when required to the appropriately experienced technician.
3. Records, tracks, and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
4. Maintains accurate inventories of hardware, software licenses, mobile devices, and assigned technology assets utilizing the organization's asset management system.
5. Researches technical issues using vendor documentation, knowledge bases, and support resources.
6. Identifies and learns appropriate software and hardware used and supported by the organization.
7. Performs hands on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
8. Maintains established service level expectations for ticket response, documentation, communication, and resolution.
9. Supports IT onboarding and off-boarding processes for staff and providers, including creating and disabling user accounts, configuring workstations and system access, and coordinating equipment issuance and return in accordance with SNHS security and access control policies.
10. Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
11. Configures, deploys, and supports desktop computers, laptops, printers, mobile devices, VoIP phones, and peripheral equipment.
12. Reports suspected cybersecurity incidents, phishing attempts, lost or stolen equipment, and potential HIPAA security violations immediately following organizational policy.
13. Tests fixes to ensure problem has been adequately resolved.
14. Performs post-resolution follow-ups to help requests.
15. Evaluates documented resolutions and analyze trends for ways to prevent future problems.
16. Develops help sheets and frequently asked questions lists for end users.
17. Assists with workstation imaging, deployment, and lifecycle replacement projects.
18. Supports audiovisual equipment, conference room technology, and telehealth hardware as assigned.
19. Assists with Microsoft Active Directory, Microsoft 365, user account administration, password resets, multi-factor authentication (MFA), and group membership management in accordance with established procedures.
20. Maintains a positive teamwork environment to ensure quality patient care.
21. Performs other duties within department and/or position scope as assigned.
22. Adheres to HIPAA Security Rule requirements and SNHS IT security policies when accessing, troubleshooting, or maintaining systems containing electronic protected health information (ePHI), including proper handling of workstations, backups, and removable media.

KNOWLEDGE, SKILLS, & ABILITIES:

• Working knowledge of desktop operating systems, network fundamentals (TCP/IP, DNS, DHCP), and common hardware/software troubleshooting techniques. Strong customer service orientation with the ability to communicate technical information clearly to non-technical end users.
• Knowledge of Microsoft 365 and Exchange Online.
• Basic understanding of Active Directory.
• Basic understanding of Azure/Entra ID preferred.
• Familiarity with VPN technologies.
• Familiarity with remote support software.
• Ability to diagnose hardware failures.
• Ability to maintain professionalism while supporting frustrated users.
• Ability to maintain confidentiality.
• Ability to prioritize and manage multiple concurrent help requests in a fast-paced healthcare environment.
• Strong organizational skills with attention to detail in documentation and issue tracking.
• Ability to work both independently and as part of a team, exercising sound judgment on when to escalate issues.
• Ability to maintain strict confidentiality regarding patient information, system access, and organizational data in accordance with HIPAA and SNHS policy.
• Ability to lift up to 40 pounds.
• Ability to crawl under desks and work in confined spaces.
• Ability to climb ladders to install or remove equipment.
• Ability to sit, stand, bend, kneel, and walk for extended periods.
• Ability to travel between SNHS facilities as required.
• Familiarity with electronic health record (EHR) systems and healthcare IT operations preferred.

QUALIFICATIONS:

• Associate's degree in Information Technology, Computer Systems or other related technology field with two (2) years’ related experience and/or training; Bachelor’s preferred; or four (4) years’ equivalent combination of education/experience.
• Must have strong customer service, communication skills and a knowledge base of IT Systems related to IT Operation.
• Demonstrated proficiency with Microsoft Windows, Microsoft 365 applications, desktop hardware, and basic networking concepts.
• Preferred certifications include CompTIA A+, Network+, Microsoft certifications, or equivalent industry certifications
• Experience supporting electronic health record (EHR) systems such as eClinicalWorks is preferred.

Disclaimer: The information in this position description has been designed to indicate the general nature and level of work performance by employees in this position.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position.  Employees will be asked to perform other duties as needed.