What are the responsibilities and job description for the IT Help Desk Support position at Mile Bluff Medical Center?
General Information:
Job title: IT Help Desk Support
Schedule: Full-time, 80 hours per pay period; Monday-Friday 8:00am-4:30pm
Weekend rotation: Every other weekend rotation
Holiday rotation: Every other holiday rotation
Position Summary:
The IT Help Desk Support position provides first-level technical support for IT-related matters such as issues with computer hardware, applications, network and operating systems via phone, email or work order ticket system as well as enroll/help MBMC patients with Patient Portal via phone and email support so that MBMC staff and patients can accomplish what they need to do.
Position Responsibilities:
- Provide user support by managing security access and resolving technical issues.
- Assist with New Employee Orientation and train new staff on IT systems and access.
- Respond to Help Desk calls and emails by performing first-level troubleshooting or escalating issues as needed.
- Resolve support tickets via phone, email, in-person, or remote sessions; document resolutions and follow up to ensure issue is resolved.
- Manage Mile Bluff Patient Portal support, including patient enrollment, password resets, and updating user information such as name changes and proxy accounts.
- Maintain the ticketing system by assigning tickets, updating status notes, and communicating with IT staff to ensure timely resolution; identify and track recurring issues.
- Create and manage user accounts across systems such as Active Directory, Meditech, Exchange Admin Center, Howie, and Imprivata; reset passwords, unlock accounts, and provide user training when needed.
- Perform additional duties and support tasks as assigned.
Position Requirements:
- High school diploma or equivalent preferred.
- 1 years of related work experience preferred.
- Exceptional accuracy and attention to detail required.
Knowledge, Skills, & Abilities
- Expert proficiency with computers is required.
- Excellent analytical, problem-solving, and teamwork skills.
- Self-starter with excellent interpersonal communication and problem-solving skills.
