Help Desk Specialist

About the Role

This position provides support for all corporate computer assets, including installation, modification, and repair of helpdesk hardware and software systems. The role also involves providing technical assistance and training to system users, and determining required software and hardware in conjunction with end users.

Responsibilities

• Maintains utmost level of confidentiality at all times.
• Adheres to hospital policies and procedures.
• Demonstrates ethical business practices and personal actions in compliance with corporate guidelines.
• Inspects helpdesk equipment and prepares it for delivery to end users.
• Enters all incoming calls into the ticketing system database.
• Ensures timely closure of help desk tickets.
• Monitors outstanding help desk tickets for escalation.
• Installs and maintains hardware and peripheral components such as monitors, keyboards, printers, and disk drives.
• Loads specified software packages onto computers.
• Supports users remotely via remote control applications, RDP, or SMS.
• Performs basic troubleshooting of networking issues.
• Solves incoming calls within the scope of knowledge and performs follow-up as necessary.
• Routes assigned help tickets to the appropriate person.
• Answers questions regarding system procedures, status, and downtime.
• Stays informed of system changes affecting customers.
• Communicates information to other employees within the department or hospital.
• Performs shift maintenance, including vacuuming of computer areas and equipment.
• Completes other duties as assigned by the Helpdesk Manager.

Specific Duties

• System & Desk-side Services: User account creation, password resets, print services, basic system troubleshooting, re-imaging PCs, repairing/replacing PCs & printers.
• Email Services: User accounts, password resets, email client configuration.
• PC, Applications, and Network Support: Advanced troubleshooting & problem escalation.
• Telecom Support Admin: Receive requests, follow up on requests, system failure communication, ensure proper documentation for tickets, PC setups, and configuration changes.

Qualifications

• High school diploma or general education degree (GED).
• 2 years of experience preferred.
• Preferred certifications: A+ and Microsoft Certified Professional (MCP).

Skills

• Technical knowledge of personal computer hardware (CPU, I/O cards, LAN cards, hard disks, memory chips, CD-ROM) and peripherals (modems, printers, scanners).
• Advanced knowledge of Microsoft desktop operating systems (Windows XP, 7, 10) and application software (Internet Explorer, Google Chrome, Outlook, MS Office Suite).
• Basic understanding of networking technologies.
• Ability to resolve simple to moderately complex problems involving equipment or software failure.