Help Desk Specialist

The Help Desk Specialist provides essential IT support to our mental health providers and administrative team, by managing support tickets and troubleshooting and resolving issues. The Help Desk Specialist assists with setting up and deploying technology for new hires, provides onsite support and maintains technology inventory to ensure equipment is available and functioning properly.  

This position will be performed on-site at our office in Mendota Heights, Minnesota. The typical shift will be 10:00 AM - 6:00 PM Central Time, Monday through Friday. 

Primary Responsibilities: 

Help Desk / Tickets: 

• Manage IT tickets through their lifecycle including identifying the direct and root causes and resolving the problem directly or escalating as needed.
• Discover problems proactively through proactive monitoring, reporting and analysis.
• Document technical support requests and steps to resolution. 
• Provide IT support for technical issues related to Microsoft’s core business applications and operating systems.
• Provide remote technical assistance and support for incoming service tickets via emails and calls for issues related to computer hardware, software, and SaaS applications.

Onsite Support: 

• Stay up-to-date with hardware and software being used by the company to support troubleshooting technical issues.
• Troubleshoot and resolve internet connectivity issues 
• Provide end-user support, troubleshooting a wide range of technical issues as needed.
• Assist with technical support during large events, ensuring smooth operation of technology.
• Support office workstation changes for staff, including hardware and software updates.

Inventory Management: 

• Collect and secure technology upon employee termination, ensuring proper inventory management and accurate record-keeping.
• Maintain, inventory, and deploy technology assets and equipment to end users as needed.
• Proactively review inventory to ensure adequate stock of technology and equipment.

New Hire and Onboarding Support: 

• Prepare and manage equipment for the IT onboarding of new employees, ensuring timely distribution and proper setup.
• Design and facilitate the IT onboarding to new employees, covering essential technology information.
• Ship technology to new hires and ensures functionality.

Franchise Support: 

• Receive and resolve requests for access to services, resources, and applications. 
• Provide excellent customer service to end users of various technology platforms 
• Assist franchisees with troubleshooting identity-based logins to various SaaS applications/password resets, as needed.
• Create franchisee staff accounts in multiple systems 
• Monitor service desk tickets and triage/assist/escalate tickets to ensure they are completed in accordance with SLAs 
• Troubleshoot basic end user technology questions 

Process Improvement:  

• Identify trends, conduct problem analysis, and gather feedback for process and system improvements. 
• Report help desk ticket themes to leadership. 
• Research best practices to create knowledge base topics and user guides.
• Create documentation for end user guides and internal processes as need
• Other duties as assigned or required.

Competencies (Knowledge, Skills, & Abilities):  

• Excellent interpersonal and customer service skills.
• Problem-solving and critical-thinking skills.
• Ability to quickly diagnose and resolve technical issues.
• Ability to learn new technologies and implement them.
• Strong working proficiency with Microsoft Office products including Outlook, Calendar, Teams Chat, Word, Excel, PowerPoint, etc.
• Ability to perform, organize, and prioritize work independently.
• Strong communication skills, both verbally and in writing; clear, concise, and professional.
• Exhibit good judgement, honesty, integrity, responsibility, and punctuality. 
• Ability to analyze issues, troubleshoot and suggest or determine solutions.
• Excellent organizational skills and attention to detail.
• Ability to work well in a fast-paced, changing environment.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to work independently and collaboratively with other teams to achieve goals.
• Maintains strict confidentiality handling client information in compliance with HIPAA guidelines and Ellie policies. 
• Demonstrates awareness, inclusivity, sensitivity, humility, and experience in working with individuals from diverse ethnic backgrounds, socioeconomic statuses, sexual orientations, gender identities, and other various aspects of culture.

Education and Experience Requirements: 

• 1-3 years of experience in helpdesk or similar customer support role
• Associate or bachelor's degree in computer science or related field, preferred
• CompTIA A , ITIL Foundation, or equivalent experience
• Familiarity with macOS operating systems required

Physical Requirements and Work Environment: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.  

• Ability to stand, walk, and move about in various clinic environments.
• Consistently uses a computer and/or other office equipment.
• Consistently uses a variety of computer applications, including video chat.
• Simultaneously communicates over the phone while using computer applications.
• Must be able to remain in a stationary position 50% of the time. 
• Occasionally lift up to 35 pounds for office needs, such as printers, IT equipment. 
• Minimally required to stoop, kneel, crouch, or crawl.
• Occasionally move or walk within an office environment.
• May occasionally need to climb stairs within an office environment.

Note: This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.