Help Desk Support 1 (Full Time, Night)

At NorthBay Health the Help Desk Support 1 works under the supervision of the Business Operations and Helpdesk Manager.  Primary responsibilities include responding in an appropriate manner to incoming calls for help from all computer users in the organization; analyzing calls to develop an understanding of the nature, importance and urgency of the problem; accurately documenting calls and/or service requests in a problem-tracking database system; personally resolving called-in problems or assigning those problems to the appropriate in-house staff member or outside vendor; assigning appropriate due dates; tracking problem calls using an Incident Management application to ensure solutions are arrived at in a timely manner; and follow-up with users to ensure their satisfaction with the quality and timeliness of service provided. Responsibilities also include the Computer Operations tasks necessary to ensure system availability and data integrity for many business critical systems and applications. This position requires a technical aptitude, experience with a wide range of PC and network-based information systems and excellent problem-solving skills to interpret user-reported problems and assign responsibility for resolving those problems to the most appropriate technical support resources.  Excellent communications skills, both oral and written, are necessary to work effectively with computer users and with I.T. staff and vendors, as the job entails communicating throughout the day with people who have varied levels of understanding and skills relating to I.T. functions.  The Help Desk Support I incumbent will provide and promote superior customer service at all times.

Qualifications:

Education:  

• An Associate’s degree in Computer Science or 4 years of equivalent work experience.  

• May substitute 2 years of experience in NorthBay in an IT assistant role, performing the same job duties as Helpdesk Level I without assistance.

Experience: 

• At least two years’ experience working on PC's, networking, Computer Operations or Help Desk support as well as proven Customer Service skills.  

• Demonstrat­ed ability in these areas a must.

Skills:

• Strong customer service, technical, analytical and organizational skills.  

• Ability to organize, prioritize and manage multiple tasks under pressure while maintaining a positive and professional manner. 

Interpersonal Skills: 

• Demonstrates the True North values. The True North values are a set of value-based behaviors that are to be consistently demonstrated and role modeled by all employees that work at NorthBay Health. The True North values principles consist of Nurture/Care, Own It, Respect Relationships, Build Trust and Hardwire Excellence. 

• Demonstrates a commitment to service excellence including, but not limited to professionalism, customer focus, compassion, strong listening skills and a warm demeanor. 

• Consistently exhibits empathy, optimism, resourcefulness and cultural competency in interactions with others.  

• Is extremely open to learning new things and teaming with others in a collaborative environment.  

• Proven track record of conducting him/herself in a manner that demonstrates an understanding of the unique complexities and challenges of the healthcare environment.

• Able to communicate effectively both written and verbally with all organization employees and outside vendors while promoting superior customer service.  

• Must present a professional image at all times.

Hours of Work: 

• Normally works an eight-hour day.  

• Must be flexible to work different shifts or longer hours to meet staffing needs.

Compensation:

• Hourly Salary Range Min $33.89 - Max $41.15 (Offered hourly rate based on years of experience)