Helpdesk Specialist

Job Descriptions:
The Help Desk Specialist provides first-tier support to end users of PC, server, or mainframe applications and hardware. This individual is the initial point of contact for troubleshooting all IT related issues, including hardware, software, passwords and printer issues.

Provides technical assistance and support related to computer systems, applications, hardware and/or software to end users.

Fields calls from Marshfield Clinic Health Systems staff regarding questions and problems with PC, server, or mainframe applications and hardware.

Provides solutions to most common issues: Basic application features; hardware set-up; uninstall and reinstall of applications; password problems; and workstation configurations.

Creates Help Desk tickets in designated tracking system, documents current status of calls, forwards calls when appropriate, and provides an initial acknowledgement to the end user. Makes complete, clear, accurate entries to reflect all changes and additions to call history.

Resolves and communicates resolution to end user or escalates more complex issues to other IT team members as appropriate.

Provides timely follow-up on “emergency” and “immediate” calls and ensures that calls are given proper attention by team members to meet Customer Services Standards.

Simulates and recreates user problems to resolve operating difficulties.

Alerts management to emerging trends in incidents and updates critical system-wide parameter files and cross-reference files.

Performs password resets and re-certify tokens.

Utilizes and supports remote access solutions (VPN, IVE and Citrix).

Performs timely workstation hardware and software upgrades as required.

Maintains knowledge on enhancements to applications, systems, and hardware.

Builds rapport with each customer and provides exceptional customer service.

Keeps abreast of internal changes, updates, and planned deployments.

Maintains patient and employee confidentiality at all times.

Gains and maintains knowledge of MCHS operations.

Participates in on-call rotation for weekends.

Demonstrates an understanding of the MCIS mission, vision, and values. Lives the shared values of MCIS and teaches others to model the values.

Required Experience:
Education: (Education qualifications must be from a school whose accreditation is recognized by Marshfield Clinic Health System)

High School diploma is required.

Associate degree in CIS, MIS, or technical field or 2+ years of relevant Help Desk work experience is required.

Experience:
Previous work experience in a technical support call center or customer service environment is required.

Working knowledge of computer operating systems, PC software packages, systems administration, and network systems is preferred.

Previous experience working in a health care setting is preferred.

Possesses strong customer service and communication skills.

Demonstrates working knowledge of computer operating systems and Microsoft Office.

Demonstrates basic troubleshooting and problem solving skill.

Possesses strong organizational skills and has the ability to work in a fast-paced environment.

Demonstrates the ability to work in a team setting and be a productive team member.

Possesses the ability to learn new systems quickly.

Keyword: Helpdesk Specialist

From: Marshfield Clinic Information Services