What are the responsibilities and job description for the Help Desk Analyst position at St. Mary's Medical Center - Huntington, WV?
Position Summary
Under the supervision of the Help Desk Supervisor or their designee, this role provides first-line technical support to end-users via phone, email, or in person for Marshall Health Network’s information systems. The Help Desk Support Specialist is responsible for triaging, resolving, and escalating tickets as needed, while delivering excellent customer service and support in line with service level agreements.
Key Responsibilities
Under the supervision of the Help Desk Supervisor or their designee, this role provides first-line technical support to end-users via phone, email, or in person for Marshall Health Network’s information systems. The Help Desk Support Specialist is responsible for triaging, resolving, and escalating tickets as needed, while delivering excellent customer service and support in line with service level agreements.
Key Responsibilities
- Respond to user support requests via phone, email, or in person.
- Triage Help Desk tickets and ensure proper routing and escalation.
- Document all ticket details per IT procedures.
- Monitor, update, and close tickets in line with service level agreements.
- Troubleshoot basic hardware/software issues (PCs, mobile devices, printers, peripherals).
- Assist users with basic software and hardware functionality.
- Reset passwords and unlock user accounts.
- Provide high-level customer service and maintain a positive user experience.
- Educate users on system use, security, and best practices.
- Assist with basic network connectivity and wireless access issues.
- Support users with email and internet access issues.
- Adhere to all safety protocols, confidentiality requirements, and organizational policies.
- Report to work as scheduled and complete required competency assessments annually.
- Contribute to process improvement and unit-specific performance initiatives.
- Perform other related duties as assigned.