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Helpdesk Support I

Mount Nittany Health
State College, USA
Full-time
Junior · 1+ years experience
Onsite
Discovered Today
Communication

Full Job Posting

Experience:

  • One year experience in a health care environment preferred.
  • One year experience with current Microsoft operating systems and Microsoft Office applications in either a work or educational setting is required.
  • Minimum of one year face-to-face or telephone-based customer service experience preferred.
  • Knowledge, Skills, Abilities:
  • Excellent communication and organizational skills required.
  • Exercises strong interpersonal and communication skills, especially in the area of communication between technical and clinical staff.
  • Attends and participates in all scheduled departmental training.
  • Participates in other education opportunities and is aware of current trends in field.
  • Conducts business in a professional and cordial manner that upholds the integrity and reputation of Mount Nittany Health.
  • Excellent organizational and teaching skills.
  • Excellent analytic and interpretive skills and the ability to understand and adapt to changes in requirements and priorities.
  • Strong abilities in Microsoft operating systems and Microsoft Office applications (excluding Access)
  • Ability to work independently and/or collaboratively toward stated goals.
  • Working knowledge of computer hardware components and terminology is required.
  • Interest in, and enthusiasm for, computerization and its potential for improving inter- and intra-departmental efficiency and effectiveness.
  • License/Certification/Registration:
  • SUPERVISION RECEIVED
  • Receives general supervision from the Supervisor, Information Technology Customer Service.
  • SUPERVISION GIVEN

Responsibilities

  • ESSENTIAL FUNCTIONS
  • Supports MNH’s users and IT staff.
  • Demonstrates knowledge of the support tools used by the Helpdesk – particularly System Center 2012 Configuration Manager (SCCM), Bomgar, KACE System Deployment Appliance (k2000), KACE System Management Appliance (k1000), Active Directory, NEWT, Recover Keys and the Information IT ticketing system.
  • Receives initial Helpdesk support requests via phone or online and responds appropriately per protocol.
  • Provides immediate telephone resolution to the end-users’ technical problems whenever possible.
  • When necessary and appropriate (per departmental protocol), locates the end user and troubleshoots/resolves the issue on-site if it cannot be resolved remotely.
  • Refers technical problems to appropriate support personnel (per protocol) when a solution cannot be found in a reasonable timeframe.
  • Develops and maintains entries in Wisdom (knowledge base) as assigned.
  • Assists in the setup of audio visual needs across the MNH facilities.
  • Images and deploys computers utilizing designated tools.
  • Monitors the performance of the MNH’s information systems which include network servers, background processes, interface engines, ancillary systems, and physical/environmental appliances.
  • Uses appropriate software and monitoring tools to ensure continuous operation of critical MNH information systems.
  • Monitors MNH’s information systems and, in accordance with protocols, notifies end-user’s and\or on-call support personnel when unable to resolve malfunctions.
  • Per protocol or instruction, notifies the appropriate vendor support personnel in the event of system malfunctions when necessary.
  • Maintains the vendor dial-in record within the IT ticket system. Notifies the appropriate IT staff person of the dial-in.
  • Complies with logical & physical access policies/policy to maintain system security & data integrity.
  • Performs routine maintenance and daily tasks necessary to ensure MNH’s information system integrity.
  • As per protocol, conducts backup processes that assure the recovery of data and critical applications in the event of a failure.
  • Performs scheduled operational tasks which ensure data integrity between systems or the passage of data between systems.
  • Supports organizational projects that enhance the operations of MNH’s information systems.
  • As assigned by the supervisor, assists other staff in completing the daily operations of the IT department.
  • As assigned and per protocol, actively participates in projects.
  • NON-ESSENTIAL FUNCTIONS
  • Performs related and miscellaneous duties as assigned.

Preferred Qualifications

  • One year experience in a health care environment preferred.
  • Minimum of one year face-to-face or telephone-based customer service experience preferred.

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