Help Desk Representative

Bargaining Unit: EA

Rate of Pay: $30.64/hour + DOE

Summary
Provide essential technical support and ensure the smooth operation of our healthcare, operational services, and patient care. Responsibilities include responding to user inquiries regarding hardware, software, and network issues, diagnosing and resolving problems, and providing guidance on the use of technology. The role also involves conducting diagnostics, maintaining records of daily communication transactions, issues, remedial actions, and educating users on the proper use of I.T. processes, hardware and software. In the healthcare context, the Help Desk Representative will help ensure compliance with regulations like HIPAA and respond quickly to I.T. emergencies that could impact patient care or operational capabilities. This dual focus ensures that the I.T. Help Desk Representative not only provides essential technical support but also contributes to the smooth operation of healthcare services, ultimately enhancing patient care and safety.

As the first line of technical troubleshooting for hospital and support staff, the I.T. Help Desk Representative will be responsible for the initial response and action of all customer-based escalations. Should an issue need to be escalated, the Help Desk Representative will be well-versed and skilled in the service desk ticketing system, assigning tickets to the proper groups. Additionally, they will assist I.T. leadership with enforcing established Service Level Agreement (SLA)s and crafting reporting metrics as necessary.

Essential Duties and Responsibilities

• Provides comprehensive helpdesk support, resolving technical issues to the end user’s satisfaction, ensuring minimal disruption to their workflow.
• Builds rapport with help desk customers, eliciting detailed problem descriptions to facilitate effective troubleshooting.
• Fields incoming help requests from end users via telephone, email, and the ticketing system in a courteous and professional manner, ensuring a positive user experience.
• Utilizes and maintains the helpdesk tracking software, ensuring accurate and up-to-date records of all support activities.
• Monitors the Service Desk for tickets assigned to the queue, processing them on a first-in, first out basis based on priority, with a focus on patient care-related issues.
• Records all problems and incidents in a tracking system, resolving issues where possible and escalating complex problems to higher-level I.T. staff in a timely, responsive, and professional manner.
• Documents all pertinent end-user identification information, including name, department, contact information, nature of the problem or issue, and services/hardware affected, ensuring accurate and detailed records.
• Modifies configurations, utilities, software default settings, and other system settings for local workstations to ensure optimal performance.
• Documents internal procedures and create user access requests, assisting with the onboarding of new users to ensure they are fully integrated into the system.
• Researches questions using available information resources, providing accurate and timely responses to user inquiries.
• Prioritizes and schedule problems, escalating issues to appropriately experienced technicians when necessary.
• Demonstrates excellent communication and customer service skills, ensuring a positive user experience.
• Builds professional relationships with team members to foster collaboration.
• Troubleshoots effectively, processes information efficiently, and solves complex problems.
• Performs post-resolution follow-ups to help requests, ensuring that issues have been fully resolved and users are satisfied with the support received.
• Develops help sheets and frequently asked questions lists for end-users, providing them with self help resources to resolve common issues.
• Assists I.T. leadership with enforcing established SLAs and crafting reporting metrics as
  necessary.
• Other duties as may be assigned, contributing to the overall efficiency and effectiveness of the I.T. support team.
• Demonstrates System Values in performance and behavior.
• Complies with System policies and procedure.

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervisory Responsibilities
No supervisory responsibilities.

Minimum Education/Experience
Certificate of completion from college or vocational school ITIL or 2-3 years relevant experience

Required Licenses/Certifications
None

Other Experience/Qualifications
Preferred:

• CompTIA A+
• ITIL Foundation
• Microsoft Technology Associate (MTA)
• HDI Desktop Support Technician (HDST)