NATURE OF WORK: Functions as a member of support services by helping to maintain Valleys information system. Provides phone and onsite support to end users for a variety of computer application and hardware related issues. Identifies, researches, and resolves technical problems. Responds to Customer telephone calls, emails, and faxes for matters requiring technical support. Logs and monitors Customer problems to ensure timely resolution. Has familiarity with an array of technical, desktop support concepts, practices, and procedures.

ESSENTIAL DUTIES:

• This position is an entry-level Help Desk Support person responsible for answering Tier 1 phone support questions and providing customer support for Valleys administrative and clinical employees.
• The User Support Specialist will act as front line support liaison to the end user community, utilizing interpersonal and basic computer skills, to troubleshoot, analyze, prioritize, resolve, escalate and/or facilitate issues, to achieve a resolution for the user community.
• Log and track calls using a task management database, and maintain history records and related problem documentation.
• Responds to staff inquiries concerning systems operations and diagnoses system hardware, software and operational problems.
• Perform diagnostics with users to collect information about problem to determine source of error.
• Maintain an accurate and up-to-date inventory of Valleys hardware and software at the end user level.
• Completes / documents (Team) all assignments as scheduled or meets expectations.
• Cross-trains to perform functions in other areas of responsibilities within the MIS Department.
• Attends in-service trainings and mandated meetings as assigned.
• Installs, configures, and tests new hardware and software.
• Other duties as assigned.

• Ability to perform Essential Duties as outlined below.
• Associate degree in Computer Science or related field or experience in an IT environment.
• Working knowledge of computer hardware/software/applications.
• Must have the ability to work with minimal supervision, meet deadlines, concentrate for extended periods and pay close attention to details and execute job duties.
• Must have the interpersonal skills necessary to work with other staff to find solutions to problems and train them in system use.
• Strong customer service skills and professional presentation are required.
• Ability to read, write and speak the English language.
• Flexibility to work a variety of shifts.

• Microsoft Windows 7, 10, Office Suite, Antivirus Applications
• Microsoft Server, Active Directory, Exchange, VMWare
• IP Telephony, Handsets
• General Hardware/ PC maintenance
• Experience working a Help Desks Support position.
• Experience in support of a medical/clinical software package