IT Help Desk Technician

JOB SUMMARY: Provides technical assistance and support to coworkers with computer systems, hardware, or software issues. Will respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. ESSENTIAL JOB FUNCTIONS:

• Create step-by-step training material with screenshots.
• Provision and setup new computers and computer stations.
• Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware.
• Document internal procedures.
• Maintain daily performance of computer systems.
• Ask educated questions and listen to employees to determine root cause of issues.
• Work through the problem-solving process with customers, empowering them to do the same in the future.
• Run diagnostic problems to resolve problems.
• Clean up computers and initiate any necessary repairs.
• Train incoming staff on computer and printer usage.
• Report significant and recurring issues to IT support team.
• Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems.
• Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to ease in troubleshooting.
• Provision new hires and provide IT orientation.
• Adheres to payroll policies and properly uses timekeeping system with minimal manual changes.
• Maintains regular and consistent attendance.
• Adheres to Compliance Plan and HIPAA regulations.

MARGINAL JOB FUNCTIONS:

• Takes on special projects as needed.
• Performs other duties as assigned.

BEHAVIORAL EXPECTATIONS:

1. Continuous Learning: a. Attends staff meetings as required. b. Attends appropriate training, seminars and workshops as required

2. Customer Focus: a. Maintains client/customer confidentiality and privacy in accordance with HIPPA regulations and IMAS’s Standards of Conduct. b. Fosters appropriate communication and relations with Supervisor, co-workers and other staff.

3. Quality/Process Improvement/Safety a. Reports issues of security, health and/or safety to appropriate supervisor as soon as practicable. b. Supports and demonstrates safety throughout all duties performed. c. Follows established policies and procedures and understands and complies with all regulators standards set forth by governing entities.

Do you have experience in Pattern recognition?, Do you have a High school diploma or GED?, * High school graduate or equivalent.

• BSc/BA in IT, Computer Science, preferred but not required
• 1 yr experience as a Help Desk Technician or other customer service role

SKILLS/KNOWLEDGE/ABILITY:

• Ability to diagnose and resolve basic computer/technical issues
• Keen attention to detail, memory of patterns, and interest in problem-solving
• Willingness and ability to read, write, speak, understand English and have the communications skills necessary to provide accurate information to members and staff.
• Willingness and ability to follow written and verbal direction in English.
• Willingness and ability to maintain appropriate level of confidentiality and privacy.
• Willingness and ability to interact professionally with all customers, members, and co-workers, individually and as part of a team.
• Willingness and ability to effectively handle multiple items/tasks as required and adapt favorably to changing priorities.
• Willingness and ability to make appropriate judgments, decisions and problem solving in a timely manner and within the context of the situation at hand.
• Ability to effectively prioritize items/tasks as required.
• Willingness and ability to take initiative and be a self-starter.
• Willingness and ability to understand and comply with Federal, State, and local regulations.