The IT Service Desk Specialist position is responsible for providing Level I & Level II hardware and software technical support to SwedishAmerican Health System (SAHS) customers including clinical staff, physicians, faculty, contracted staff, volunteers, students, vendors, and other staff through phone and self-service submissions. The position will provide various levels of technical support for over 200 applications, 2 electronic medical record systems, Microsoft Windows Operating systems, Microsoft Office, PC based hardware, printers, mobile devices, network connectivity, telephony/fax technologies, other peripherals and specialty devices.

EDUCATION/TRAINING:

• Associates Degree in Computer Sciences or related field
• Experience may be substitute for minimum education requirement

LICENSURE/CERTIFICATION:

• IT Service Desk certificate preferred

EXPERIENCE/SKILLS/ABILITIES:

• Excellent customer service skills/customer focus with attention to details
• Strong professional telephone etiquette
• Able to interpret and appropriately triage IT issues reported by customers
• Effective verbal and written communication skills
• Ability to listen empathetically
• Able to explain technical information in layman’s terms
• Working knowledge of computer hardware and data communication methodologies
• Working knowledge of Microsoft Office Suite
• Working knowledge of Microsoft Operating Systems
• Excellent analytical and problem solving skills, uses methodical troubleshooting
• Ability to logically organize details
• Able to differentiate between hardware and software malfunctions
• Strong written documentation skills
• Two to three years customer support/help desk experience or two to three years clinical experience with knowledge of the use of computers in the healthcare industry
• Knowledge of Service Desk ticketing applications
• Knowledge of PC based technology and hardware
• Knowledge of computer networks
• Knowledge of telecommunications technology and equipment
• Knowledge of mobile device technology and equipment, including but not limited to, iPhone, iPad, and Android
• Ability to work effectively within a team
• Ability to interact with and work around people
• Ability to make judgments in demanding situations
• Ability to apply de-escalation techniques
• Ability to react to frequent changes in duties and volume of work
• Ability to manage multiple concurrent activities
• Ability to accommodate work schedule changes as business requires