Service Desk Support

Come work where passion, quality, vision, professionalism, and synergy are valued! BayCare Clinic's mission is to provide measurably superior specialty medical services to our patient

BayCare Clinic Corporate Headquarters is looking for a Service Desk Support to join our team in Green Bay, WI. We’re looking for a compassionate, thoughtful candidate who wants to contribute to a positive experience for all our patients. This position is 20 hours per week, Monday-Friday, ideally morning shift but with flexibility between 7:00 a.m. - 5:00 p.m. No Holidays! No Weekends!

The Clinic

BayCare Clinic is a successful, dynamic group comprised of 19 specialties. We are a physician-owned entity with joint ownership in Aurora BayCare Medical Center, a 167-bed hospital located in Green Bay, WI, offering us a built-in referral base. Each of our specialty practices have clinical autonomy and are financially sound.

BayCare Clinic offers part-time and full-time employees a comprehensive benefits package including health, dental, disability and life insurance, as well as flexible spending options. We also offer a 401k retirement plan with a company match, generous PTO, and paid holidays.

The Team

The unique skills and talents of each member of our team contributes to our synergy and our overall goal of providing our patients with excellent care. We believe in the power of a positive, collaborative culture, and we strive to provide a supportive and energizing work environment.

Every member of our team has a voice and is trusted to have ownership over their work. To encourage this, we provide regular opportunities for professional development, we seek out feedback and ideas, and we invite participation on a variety of projects.

The Job

• Provides first level phone, remote, and onsite technical support to end users.
• Responds to and prioritizes assigned incidents, service requests, calls, meetings, and project related tasks.
• Resolves and escalates incidents and service requests using available tools, resources, and best practices, escalating as appropriate.
• Accurately documents incidents, service requests, troubleshooting steps, resolutions, and work performed.
• Performs troubleshooting of computer hardware, peripherals, operating systems, and supported software.
• Identifies issues requiring urgent attention, including major incidents, and ensures incidents and service requests are escalated to appropriate IT teams as needed.
• Installs, configures, and maintains computer hardware, operating systems, and approved software following documented standards.
• Performs assigned routine maintenance tasks and system checks as required.
• Follows established ITIL based processes, departmental standards, and security requirements.
• Contributes to the service desk knowledge base by documenting known issues, resolutions, and procedures.
• Maintains accurate asset tracking and inventory records.
• Coordinates with vendors for troubleshooting and issue resolution as directed.
• Conducts follow up with end users to confirm issue resolution and service satisfaction.
• Creates and maintains end-user documentation and guidance materials.
• Provides end-user instruction and training on supported devices and applications.
• Other duties may be assigned as necessary to meet the needs of the organization.
• Respects and maintains confidentiality.
• Works in a safe, compliant and ethical manner at all times.
  
  

The Requirements

• A minimum of an AAS degree in Desktop Support or related field preferred. Experience in lieu of education will also be considered.
• Must be a self-starter and have excellent organizational, communication and interpersonal skills.
• Proficient in hardware support including phones and mobile devices.
• Knowledge of Windows and Mac operating systems and Microsoft Office Suite.
• Experience in healthcare is an asset.