Help Desk Representative - Information Technology

The Help Desk Rep provides customer support for Information Technology including, telecom equipment, software, hardware and peripherals for Marshall Medical Center employees. Focuses on customer service and problem resolution when interacting by phone, email, or other support medium(s). Records caller’s issue(s) in the support center incident tracking system and proceeds with trouble shooting/problem solving steps. Solves complex and common end-user issues in real-time, using standard department of Information Technology tools. Fields questions regarding e-mail functionality, network/local printer problems, data communication problems, remote network connectivity issues, software application problems, and network monitoring activity. As needed, instructs and advises customers in the use of hardware and software, including department specific software. Assists with account administration in all applications administered through Information Technology including Active Directory administration, share and file permissions, clinical systems, email, etc.

Knowledge:

• Knowledge of Information Technology and computer operations is required.
• Experience working in a healthcare facility is desirable.
• Experience working with a hospital information system is desirable.
• Knowledge of common IT issues/troubleshooting methods, network/local printers, data communications, software, and client operations system issues strongly preferred.
• Knowledge of account administration including permissions, creations and modifications desirable.

Skills:

• Impeccable customer service skills.
• The ability to prioritize, organize and multi-task several functions at once is a required skill for this job.
• Ability to adhere to set schedule and to work alternate shifts when required.
• Incumbent must have strong analytical, problem solving, documentation and writing skills.
• Communication skills are essential when handling trouble calls or researching system errors.