Tier I Service Desk

A non-exempt, position with a purpose of assisting in the support of the IT infrastructure. This could include ticket triage, equipment ordering, deployment and destruction, assisting the Director of IS with some daily administrative duties, assisting providers and creation of new users and providers.

Service Desk

Managed Services Provider (MSP) Tickets

• Monitors associated tickets to ensure they are addressed in a meaningful and timely manner.’
• Requests updates related to pending tickets and pushes for resolution when solutions are not proposed/implemented in a timely manner.
• Escalates to IT Manager or Director of Business Operations if resolution is deemed unsatisfactory.

User Calls/Tickets/Emails

• Assists users that call/email with support needs
• Travels to different Metrolina Nephrology Associates Offices to troubleshoot and resolve onsite technology related issues.
• Assists both MNA and CEMM staff with technology related needs and questions

Inventory

• Processes all IT equipment order requests through SmartSheet
• Maintains inventory items at an acceptable par level that is based on end-user utilization
• Setup of hardware for training and onboarding purposes
• Setup of workstations as needed or requested
• Ensures all offices are equipped with the basic equipment they need to be successful, things like:
• Keyboards
• Mice
• iPads
• Monitor stands
• Stock rooms and IT closets that house equipment are organized and do not contain equipment that could be considered not useful to the practic
• Coordinates HIPAA compliant destruction of any items with hard drives; coordinates with the Accounting Department to notify them when all types of equipment is destroyed

Do you have experience in Technical Proficiency?, Do you have a High school diploma or GED?, Education: High School and some secondary education or experience with EHR, PMS and Microsoft systems in a medical office setting is preferred.

Experience: 1+ years of previous experience with help desk support or similar position.

Technical Skills: Able to follow simple problem-solving steps for software, hardware, and applications.

Hours: Due to the support nature of this position, before and after hours will be required on an as needed basis that can include before 7:00am, after 5:00pm and occasional holidays and weekends.

Pulled from the full job description

• Tuition reimbursement
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Employee discount
• Vision insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance