IT Help Desk Specialist

Responsibilities:

• Security & Privacy by Design and Default.
• Respond to requests for technical assistance in person, or via remote control, phone, chat, or email.
• Diagnose and resolve technical hardware and software issues; research questions using available information
• resources. Advise users on appropriate action.
• Follow standard help desk procedures. Log all help desk interactions into the ITSM system. Track and route
• problems and requests and document resolutions.
• Assist in organizing, documenting, and maintaining the CBCHP hardware and software systems.
• Follow up with internal customers to ensure complete resolution of issues. Redirect problems to correct
• resources when necessary. Identify and escalate situations requiring urgent attention. Inform management of
• recurring problems
• Manages equipment inventory and deployment/re-deployment. Assist in software deployment ensuring
• compliance with vendor licensing agreements.
• Stay current with system information, changes, and updates.
• Help update training manuals for new and revised software and hardware. Train computer users as necessary.
• Provide training to end users at new hire orientation and for ongoing support.
• Manage the addition and archiving of all new and terminating employee credentials to CBCHP systems and data.
• Work within the boundaries of security best practices and standard operating procedures.
• Responsible for maintaining professional work standards.
• Available to be on-call as needed to support the Help Desk system and organizational needs.

Qualifications

Skills and Qualifications:

• Associate degree or greater in Information Sciences or related technical field is preferred.
• One to two years of Help Desk (hardware and software) and user administration experience, preferably in a
• healthcare setting.
• Experience with Windows 10/11 is a must.
• CompTIA A and MCP certifications are preferred.
• Strong knowledge of computer hardware and peripherals
• Strong knowledge of end user productivity applications such as Adobe Acrobat and Microsoft Word, Excel, and
• Outlook.
• Experience with Microsoft 365 products including SharePoint Online, Exchange Online, and Teams is a big plus.
• A working knowledge of Microsoft Active Directory is preferred but not necessary.
• Experience with Google admin console and Google products including Gmail, Groups, Drive, Docs, Sheets, Slides,
• Experience with ticketing systems, particularly Fresh Service, a plus.
• TCP/IP networking and troubleshooting skills.
• • Excellent communication skills-written and oral.
• Ability to communicate complex technical problems and solutions concisely and professionally to technical and
• non-technical audiences etc.
• Experience with Server 2012/2019/2022 a plus.
• Experience with remote desktop environments including Citrix is a plus.
• Experience with remote software, including Team Viewer, Automate, etc. a plus.
• Highly organized, productive, resourceful, and detail-oriented self-starter.
• Able to work both independently and in a team; effectively manage multiple projects.
• Able and willing to document processes, technical writing skills.