IT Help Desk / Dispatcher

Job Description

POSITION SUMMARY: Under general supervision of the IT Assistant Manager, the role of the IT Help Desk is to be responsible for fielding helpdesk tickets and telephone calls focusing on answering computer user requests for assistance, problem solving with a goal of first call resolution, providing troubleshooting and resolving of software, hardware, and network issues. Assesses and collects essential data relative to the problem, as well as employee information for dispatching to the next tier of support, when necessary. Helpdesk team will also be required to keep watch on the ticketing system to make sure tickets are resolved, as well as check in with other IT personnel to make sure tickets are handled in an efficient manner.

ESSENTIAL JOB FUNCTIONS : The list that follows is not intended as a comprehensive list, but rather to provide a representative summary of the major duties and responsibilities. Incumbent(s) will be required to perform a variety of duties listed, including but not limited to:

• Troubleshoots issues related to hardware and software problems.
• Keeps ticketing system updated by removing outdated users, updates passwords, adding documentation etc.
• Evaluates and dispatches new tickets, gather information from the employee(s), troubleshoot the ticket, document troubleshooting attempts, and when necessary, elevate to the next level support technicians.
• Tracks progress with tickets to make sure tickets are getting handled in an efficient and timely manner
• Identify and proactively and effectively communicate potential, significant and problematic issues or trends as they arise to relevant team members. Collaborate with team to prioritize issues and facilitate resolution to minimize impact to ongoing projects and system performance.
• Works with other support organizations to help resolve support tickets that can't be handled in house.
• Assist with the installation of approved IT systems hardware and software; develop & modify packages as needed and train staff on upgrades or new installations; travel to sites as required
• Provide backup support to System Administrators for all standard IT processes.
• Perform audits on all IT systems to ensure data is up to date
• Other duties as assigned.
  
  

All NVIH Employees Are Expected To

• Provide the highest possible level of service to clients;
• Promote teamwork and cooperative effort among employees;
• Maintain safe practices; and
• Abide by current NVIH's policies and procedures.
  
  

Required Experience

REQUIRED QUALIFICATIONS

The following knowledge, skills, and abilities are required for an employee to successfully perform their duties.

• High School graduate, GED or equivalent.
• One (1) year experience as an IT Technician or similar role in an IT department.
• Working knowledge of the operating systems by Microsoft, Apple and Linux.
• Adaptability to learn new IT concepts to enhance knowledge and customer experience.
• Ability to multitask with frequently adjusting priorities as well as handling multiple phone calls and inquiries and ability to maintain detailed records.
• Proven ability to provide excellent customer service by anticipating customer needs and leaving them feeling satisfied with their experience.
• Excellent interpersonal skills including teamwork, negotiations, working with hardware/software vendors and end users. Some experience training end-users on PC applications also required.
• Excellent written and oral communication skills, strong organizational problem-solving and analytical skills.
• Ability to think critically and provide relevant, realistic solutions to end-users.
• Self-motivated and able to work independently.
• Position requires extensive travel between clinic sites and reliable transportation.
  
  

Native Preference. Preference in filling vacancies will be given to qualified Native applicants in accordance with Native Preference in hiring practices. In other than the above, Northern Valley Indian Health, Inc., is an Equal Opportunity and At Will Employer.

Material And Equipment Used

Computer E-Mail Telephone Voice Mail Small hand tools

Physical Activities Required To Perform Essential Functions

• Sitting / Mobility: Approximately 70% of time is spent working at a desk. Balance of time (approximately 30%) is spent moving around work areas.
• Communication: Ability to effectively communicate with co-workers, Board members, members of outside agencies, in person, by telephone, and by email.
• Vision: Ability to effectively use a computer screen and interpret printed materials, memos, and other appropriate paperwork.
• Lifting / Carrying: Ability to occasionally lift and/or move objects weighing no more than 50 pounds.
• Stooping / Kneeling: Ability to occasionally work in positions under desks setting up and troubleshooting hardware concerns or working on setting up servers.
• Reaching / Handling: Ability to input information into computer systems and retrieve and work with appropriate paperwork, equipment, and supplies.
  
  

Benefits

• 14 Paid Holidays Off
• Full Medical, Dental, and Vision coverage
• Up to 4 weeks of PTO in first year of employment
• 401k matching
• Flexible Schedule
  
  

Keyword: IT Help Desk