Help Desk Technician Jobs

Position Summary:

Under the leadership of the Director, Information Technology, the Help Desk Technician is an active member of the Information Technology (IT) team that works to determine the strategic vision, goals, philosophy and direction of the department and CRHS. The Help Desk Technician is primarily responsible for the day-to-day help desk operations in support of the IT department, but also performs certain routine tasks in support of the IT systems. Under the supervision of the Director of IT, the Help Desk Technician answers the help line, performs tier I support for issues, oversees the IT help desk ticket systems, and performs other routine tasks as needed in support of the IT systems. The Help Desk Technician handles requests for user access, manages 2-factor authentication systems, and performs and documents access removal.

Basic Qualifications:

• Education:

Requires a high School diploma or a GED state certification.

Additional vocational technical training in the Information Technology field is recommended.

An Associate’s degree in Computer Information Systems is preferred.

• Experience:

Requires a level of experience normally acquired with a minimum of one to two years of progressively more experience within an Information Services environment, or any equivalent combination of education, training and experience.

• Licensure, Registrations & Certifications:

None required

Essential Job Responsibilities:

• Serves as the multifactor authentication administrator.
• Performs initial troubleshooting and escalates work requests to appropriate IT team members to assist in resolving the problem.
• Communicates with customers as required, keeping them informed of incident progress and notifying them of impending changes or system outages.
• Serves in on-call rotation for IT-related support.
• Performs IT tasks as necessary and handles routine requests related to user access, including setting up new users in the various systems with proper authorization in a timely manner, modifying access when properly authorized, and removing access when notified.
• Processes work requests in an appropriate and timely manner, makes calls to clarify issues and obtains additional information as needed.
• Acts as a single point of contact to the customer for all type of service requests by answering the help line with good customer service skills and performs tier I support for all reported problems.
• Performs other related job duties as assigned.
• Cross-trains with and backfills the PC Technician role.
• Oversees the IT Helpdesk ticket systems by generating IT tickets for problem calls as needed, triaging said tickets, assigning appropriate staff, tracking resolution progress and running/analyzing reports.

Standards of Performance:

• Demonstrates positive interpersonal skills in communicating with visitors and others so that the organization is positively perceived by the community.
• Acts as a single point of contact to the customer for all type of service requests by answering the help line with good customer service skills and performs tier I support for all reported problems.
• Effectively oversees the IT Helpdesk ticket systems by generating IT tickets for problem calls as needed, triaging said tickets, assigning appropriate staff, tracking resolution progress and running/analyzing reports.
• Maintains up-to-date knowledge of procedures and interpretations of all related federal, state & JCAHO laws and regulations.
• Processes requests for user access and access removal in a timely manner.
• Demonstrates on-going performance improvements aimed at professional growth, operational efficiencies, process improvements and financial outcomes.