Helpdesk Support I

POSITION SUMMARY

Works closely with Mount Nittany Health (MNH) users and Information Technology (IT) staff by providing first, second, and occasionally third-tier support with a high degree of customer service, technical expertise, and timeliness including documentation, troubleshooting, and resolving technical or administrative issues. Monitors the performance of MNH's information systems which include network servers, background processes, interface engines, ancillary systems, and physical/environmental appliances. Uses appropriate software and monitoring tools to ensure continuous operation of MNH’s information systems. Performs routine maintenance and daily tasks necessary to ensure MNH information system integrity. Supports organizational projects that enhance the operations of MNH’s information systems.

MINIMUM REQUIREMENTS

Education:

1. High school diploma required.
2. Bachelor’s Degree in related field (IT, Health Administration, etc.) preferred.

Experience:

1. One year experience in a health care environment preferred. 
2. One year experience with current Microsoft operating systems and Microsoft Office applications in either a work or educational setting is required.
3. Minimum of one year face-to-face or telephone-based customer service experience preferred.

Knowledge, Skills, Abilities:

1. Excellent communication and organizational skills required.
2. Exercises strong interpersonal and communication skills, especially in the area of communication between technical and clinical staff.
3. Attends and participates in all scheduled departmental training.
4. Participates in other education opportunities and is aware of current trends in field.
5. Conducts business in a professional and cordial manner that upholds the integrity and reputation of Mount Nittany Health.
6. Excellent organizational and teaching skills.
7. Excellent analytic and interpretive skills and the ability to understand and adapt to changes in requirements and priorities.
8. Strong abilities in Microsoft operating systems and Microsoft Office applications (excluding Access)
9. Ability to work independently and/or collaboratively toward stated goals.
10. Working knowledge of computer hardware components and terminology is required.
11. Interest in, and enthusiasm for, computerization and its potential for improving inter- and intra-departmental efficiency and effectiveness.

License/Certification/Registration:

None

SUPERVISION RECEIVED

Receives general supervision from the Supervisor, Information Technology Customer Service.

SUPERVISION GIVEN

None