IT Help Desk Specialist I (Full Time) - Lake Charles Memorial Health System

DESCRIPTION OF POSITION:

• The Help Desk Specialist provides front line support to our end users. This position is entry level and has a large opportunity for advancement into multiple avenues of Information Systems. Help Desk Specialist I have a basic understanding of computer hardware and software while maintaining a high level of patience in a fast-paced environment. The position is focused on answering calls and creating tickets for the enterprise and assisting the physicians, nurses, and staff to deliver an excellent patient experience.

RESPONSIBILITIES AND DUTIES:

• Answer calls from physicians, directors, and hospital staff.
• Escalation of service requests to teams within Information Systems
• Report on critical issues and notify individuals or teams responsible
• Accurately record service metrics
• Resetting passwords, installing software, general troubleshooting
• Delivering keyboards and mice and plugging them in
• Connecting devices to the WiFi network
• Remotely support end users while on the phone
• Respond to users in a quick and timely manner to resolve application issues efficiently so work is minimally impacted

The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.

EDUCATION AND WORK EXPERIENCE

• High school graduate or equivalent
• Must be very computer literate and capable of learning computer support tasks such as resetting passwords, installing software, changing keyboards/mice, connecting PCs both desktop and laptop to our network
• Able to be certified with Cisco Duo within 30 days.
• Able to complete mandated Connectwise training within 30 days
• Strong technical writing skills and speak intelligible English
• Experience with Microsoft Office: Word, Excel, Outlook a plus
• Ability to answer phones and communicate effectively and calmly with physicians, employees, vendors, and other hospital staff in high-stress situations while multitasking to resolve issues
• Must possess a high level of patience and show a willingness to learn

Physical Demands/Work Environment

• Capable of performing light to medium duty physical tasks.
• Must be able to remain in a stationary position for 75% of the time.
• Must be able to exchange accurate information with patients, family, peers and medical personnel.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.