Help Desk Support Full Time-8135
Kingman Regional Medical Center
Skills
About the Role
Staff Position Description
Position Title: Help Desk Support Position Code: TechSD-8135
Department: Information Systems Oracle Title: Help Desk Support
Reports to: IT Management (Director/Manager) Safety Sensitive: ☒ Yes ☐ No
Exempt Status: ☐ Yes ☒ No
Position Purpose:
The Help Desk Support serves as the primary point of contact for technical support, user provisioning, and access management, ensuring timely, secure, and professional support for physicians, employees, and affiliates in a healthcare environment. All KHI employees are expected to perform their respective tasks and duties in such a way that supports KHI’s vision to be among the kindest, highest quality health systems in the country.
Key Responsibilities:
- Technical Support & Troubleshooting: Provide Level 1 support for hardware (desktops, laptops, printers) and software, resolving issues or escalating complex cases as needed.
- Ticketing & Incident Management: Monitor and manage service requests via phone and electronic ticketing systems, ensuring clear documentation of all resolutions.
- End-to-End User Provisioning: Manage the full onboarding and offboarding lifecycle, creating and deactivating accounts across Active Directory, Microsoft 365, and clinical systems.
- Access Control & Security: Implement role-based access to ensure system permissions align with job duties, clinical privileges, and security standards.
- Cross-Functional Collaboration: Partner with HR, Clinical Leadership, and IT teams to validate user roles and ensure accurate access throughout employment status changes.
- External System Management: Provision and coordinate access to third-party web-based systems and PACS according to vendor procedures and internal approvals.
- Software Deployment: Manage and push software installations and updates using automated deployment tools.
- Customer Service Excellence: Deliver professional, patient-focused technical support to physicians, staff, and vendors, maintaining high satisfaction standards.
- Compliance & Documentation: Maintain detailed logs of provisioning activities and approvals to support auditing, regulatory requirements, and troubleshooting.
- Priority & Queue Management: Independently manage and prioritize multiple service requests to meet established service level agreements (SLAs) and deadlines.
- Performs other duties as assigned to support overall effectiveness of department and organization.
Qualifications:
Education: High School Diploma
Experience: Minimum two (2) years in a technical support, service desk, or help desk role.
Certification: NA
License: NA
Knowledge, Skills, and Abilities:
- Working knowledge of Windows operating systems, Microsoft Office, and email platforms.
- Experience with Active Directory user and group management.
- Familiarity with ticketing systems, software deployment tools, and remote support utilities.
- Ability to support clinical and business applications in a regulated environment.
- Strong customer service orientation and interpersonal skills.
- Excellent verbal and written communication skills.
- Strong organizational skills with the ability to prioritize, triage, and multitask effectively.
- Ability to remain composed and professional in high‑pressure situations.
Preferences:
Education: NA
Experience: Health care preferred.
Special Position Requirements
Exposure Categories: Category III: Expected duties do not have potential for exposure to blood, body fluids or tissues.Work Requirements [Optional section: work requirements for physical or other important issues which relate to the job]
- Ability to sit for extended periods while performing computer‑based work.
- Ability to use a computer keyboard and standard office equipment.
- Ability to lift and carry 25–50 pounds of computer or technical equipment as needed.
ACKNOWLEDGEMENT:
This job description applies to all KHI facilities and is representative of the essential job duties this position will perform. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Print Employee Name Employee Signature Date
Date Staff Position Description Created / Revised: 4/18/2019; 4/2/2026
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