Description

SUMMARY:

The Helpdesk Specialist I provides first level IT helpdesk support. In addition, this employee maintains inventory and performs purchasing tasks, executes daily repeating tasks (such as backup jobs and monitoring system performance and availability) and provides first level application troubleshooting. This position requires a commitment to professional development.

POSITION REQUIREMENTS:

1. Perform helpdesk duties
2. Provide immediate phone support for IT helpdesk line
3. Resolve work orders within time frame specified by service level agreements
4. Maintain excellent customer feedback scores
5. Properly organize, delegate and monitor work orders in helpdesk software
6. Create new users and groups and apply appropriate security

1. Purchasing and inventory
2. Evaluate departmental technology needs
3. Select clinic standards for computers, laptops and printers
4. Obtain optimal pricing for all technology orders
5. Supply computing related quotes and process purchase orders
6. Receive and inventory new computing equipment
7. Maintain accurate location records of existing computing equipment

1. Daily Task Management
2. Arrive on time at clinic for I.T. shift to ensure all systems are available when clinics begin
3. Monitor multiple systems throughout the day to ensure all processes are functioning
4. Create and maintain system performance logs for core computing systems

1. Systems Support
2. Add and remove phones, voicemail boxes and extensions in voice over IP telephone system and troubleshoot call flow issues
3. Maintain daily and monthly scheduling, printer creation and deletion and troubleshoot problems within practice management system
4. Verify accuracy of appointment reminder call recordings and completion
5. Support Horizon View user access issues and software
6. Maintain groups and accounts in Active Directory and E-mail
7. Add and delete network printers and troubleshoot Print server problems
8. Assist doctors with viewing problems within PACS imaging system

1. Professional Development and Application of Skills
2. Maintain general knowledge of all clinic computing systems
3. Stay abreast of changes in Information Technology field
4. Keep skill set current
5. Use industry specific knowledge to seek innovative solutions to clinical problems

Requirements

PREFERRED QUALIFICATIONS:

1. Bachelor's degree in Information Systems or related field preferred
2. At least two years experience in computer support
3. Knowledge of Microsoft Active Directory and Microsoft Exchange
4. Familiarity with basic phone system administration
5. Experience with Microsoft Office
6. Ability to troubleshoot computer hardware and Windows operating systems

PERSONAL CHARACTERISTICS:

1. Customer service driven
2. Ability to work on multiple tasks simultaneously
3. Comfortable working with teams
4. Well-organized
5. Ability to communicate technical information to a disperse group of people