Position Purpose:

The IT Helpdesk position is a hands-on technical role, designed to be onsite in Bloomington, IL. IT Helpdesk monitors the company's data, hardware, and software, implements up-to-date solutions across the IT infrastructure, and provides user support and customer service on company-supported computer applications, platforms and devices. Gailey Eye Clinic is committed to providing each patient with the highest quality eye care. This position plays an integral role in accomplishing this goal by supporting the systems that serve our patients and staff, and ensuring those systems are functional and efficient.

Essential Functions and Responsibilities:

The core of our business is exceptional customer service. Priority one should be to offer IT solutions (both proactively and when asked) for physicians and staff to be able to provide outstanding patient service. IT Helpdesk ensures that the company's network infrastructure and associated systems run smoothly, perform within agreed targets, and provide a secure platform for the company's business operations in all GEC/BEI/GESD office locations. This includes the following components (and other duties as deemed necessary):

• Responds to IT service requests for technical assistance from all Gailey Eye Clinic locations via online ticketing system and direct calls/emails.
  • • Diagnoses and resolves technical hardware and software issues both in-person and remote (satellite offices).
    • Installs new equipment such as computers, printers, monitors, etc.
    • Advises end users of appropriate action following standard help desk procedures and previous documented solutions.
• Administers help desk software, including logging all help desk interactions, keeps ticketing system updated and clean, and provides clear documentation.
  • Keeps outstanding tickets at a manageable level, setting goals for clearing long standing requests and tickets.
• Researches questions using available information resources.
• Oversees asset inventory including periodic inventory captures, purchasing, and invoice reconciliation.
  • Works closely with other department/satellite managers and supervisors to make sure all aspects of IT are in working order for them and their staff.
  • Trains staff one on one and in group settings on new IT protocols and proper procedures.
• Helps manage user accounts and groups across various platforms such as Active Directory, Azure, and other practice specific systems.
• Leverages current system tools to help manage endpoint security and configurations, including patch management.
• Some tasks may require flexible hours such as before and after normal business hours.

This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, duties, skills, or working conditions associated with a particular job. It is intended to be only a general description of the principal requirements common to positions of this type. Employees in this job may perform other duties as assigned.

Minimum Job Requirements (Education, Experience, Skills):

• 2 years’ experience working in an IT field required.

• Experience in customer service environment required.
• Excellent communication and organization skills.
• Strong analytical and relationship skills.
• Able to work independently & in a team environment.
• Able to effectively prioritize multiple tasks and requests.
• Ability to travel to satellite locations on regular basis for support and troubleshooting.
• Employee agrees to keep private (in accordance with HIPAA privacy rules) all protected health information (PHI) they may encounter for patients and/or employees. Employee agrees not to discuss or access PHI or disclose any information except in the direct care of the patient or employee. Violation of the HIPAA privacy rule will result in disciplinary action up to and including termination.

Physical Demands:

This position requires incumbent to sit at desk and/or stand for long hours during regularly scheduled work hours. This job may include, but are not limited to sitting, reaching, stooping, crouching, kneeling, climbing, twisting, hearing and repetitive motions, and the ability to lift up to 50 pounds. Travel is required to satellite offices.

Working Conditions and Environment:

Incumbent works in a temperature controlled medical office environment.

Why should I choose Gailey Eye Clinic?

In addition to being part of a distinguished company with a rich 80 year history, here are some other highlights of what we offer members of the Gailey Team. 

• BCBS PPO Health Insurance plan
• Dental Insurance including orthodontic coverage 
• Eyecare plan to include discounts on vision care, glasses, and contact lenses
• Short-term disability
• Paid long-term disability and life insurance
• Free Employee Assistance Program
• 7 Paid holidays per year
• Paid Time Off (PTO) accruals that increase with length of employment
• 401(k) Retirement plan with generous profit-sharing contribution
• $150 annual uniform allowance
• Paid continuing education and certifications
• Employer provided training and development

Click here to learn more about Gailey Eye Clinic.

Equal Opportunity Employer