Helpdesk Support Specialist

Job Summary

Works directly with the Helpdesk Support Supervisor in planning, designing, executing, implementing, modifying, and evaluating a wide variety of complex technical projects. Performs a variety of technical and repair functions to provide assistance and training for users of the computer system of CIHA and the MCO. Monitors problems with software and hardware and oversees the application of programs to facilitate maximum use of the systems and programs. Performs specified duties in support of all CIHA Programs. 

Essential Duties and Responsibilities

• Provides the entire CIHA and MCO computer network user community with technical support solving problems, answer questions, training, in all areas concerned with the use of desktop hardware and software.
• Assists when required EBCI Tribal staff with issues related to health information systems they use to support EBCI patients.
• Plans, designs, implements, monitors, and evaluates methodologies and actions within his/her assigned area, to determine application efficiency and effectiveness, then recommends to the Manager of Information Technology, feasible and economically sound problem resolutions/system improvements.
• Assists in the provisioning or relocation of computer hardware and telephones and other related accessories.
• Assists in communicating CIHA needs to outside consultants or programmers as needed.
• Assists manager of Information Technology with the evaluation, recommendations, and purchase of new equipment.
• Assists manager of Information Technology with the evaluations and recommendations of new software needs for CIHA.
• Maintains a backup inventory of computer equipment as deemed necessary to ensure continuous operation of the computer systems of CIHA.
• Performs preventative and routine repair service to computers including cleaning, troubleshooting, and minor repair.
• Performs technical work on systems using appropriate precautions as to not cause damage to computer equipment of the CIHA.
• Stays abreast of rapidly changing technology and assists in determining what future changes should be incorporated into computer systems of CIHA.
• Performs all duties according to established safety guidelines and CIHA policies.
• Performs other duties requested by supervisor.
• Installs or assists other service personnel in installation of hardware and peripheral components.
• Uses the IT Trouble Ticket system to provide support in a timely fashion.
• Provides updates, status and completion information to the Help Desk manager.

Education/Experience/Minimum Qualifications

• Applicant must have a two-year degree in an Information Technology field; or equivalent experience; or an equivalent combination of education and experience. 
• Must have experience working with concepts and technologies of Information Systems. 
• Should have CompTIA A Certification and may be required to become certified within one year.

• Must possess a valid North Carolina driver’s license.

• It would take 3-9 months on the job to become proficient.

Job Knowledge

• Must have a working knowledge of information systems technology.
• Requires a broad and extensive knowledge of systems methodologies and computer technical concepts.
• Requires advanced computer skills.
• Requires the ability to trouble shoot and resolve system user problems.
• Requires good communication skills, both written and verbal.
• Requires the ability to read and interpret technical computer manuals and program application instructions.
• Must be skilled in tactfully working with people while performing support activities.
• Must also have skill in problem solving and attention to detail to correctly diagnose error situations. This includes the ability to achieve effective communications with management, within the IT Department, with medical professionals and with system users in the Cherokee Indian Hospital and support areas.
• This department works with the team concept and shared knowledge.

Complexity of Duties

Constantly evaluates, services and modifies existing systems to meet operational requirements. Must understand all ramifications and effects of any changes to the system. Must use problem-solving skills and be able to analyze data in performing job duties.

Supervision Received

Applicant works under the guidance of the Helpdesk Support Supervisor. The ability to plan and work independently is required.

Responsibility for Accuracy

We must use professional judgment to interpret and prioritize to provide for the needs of CIHA computers, e-mail, and other information system components must be set up to ensure that they are providing the intended service. If these services are interrupted, it could cost CIHA financially, and otherwise.

Contacts with Others

Internal professional contacts include the program directors, coworkers, auditors, governmental agencies, vendors and the general public to exchange, and/or provides information. Interpersonal skills are required along with tact, decorum, and professional etiquette. Applicant assists in developing contracts and contacts.

Confidential Data

Have indirect access to most CIHA medical data, vendors, personnel files, memos, and financial standing of affairs. All types of information must be kept confidential. Must adhere to the non-disclosure/confidentiality agreement of CIHA in performance of duties.

Mental/Visual/Physical Environment

Close attention to detail and mental concentration for extended periods of time are required with systems problems and applications. Subject to frequent interruptions requiring varied responses. Must deal with multiple situations concurrently. Physical efforts require mobility, reaching, bending, manual dexterity, and visual acuity, and the ability to lift and carry at least 50 pounds.

Work Environment

Works in a normal business office environment with frequent travel to outside locations and will be on-call 24/7.

Customer Service

Consistently demonstrates superior customer service skills to patients/customers by demonstrating characteristics that align with CIHA’s guiding principles and core values. Ensure excellent customer service is provided to all patients/customers by seeking out opportunities to be of service.