Helpdesk Associate

About the role

The Help Desk Associate provides prompt and efficient front line support for customers of the Information Systems (IS) department at the Institute.

Responsibilities

• Answer, log, and track calls placed to the Institute’s phone support line
• Resolve problems or questions related to IS applications supported by the IS department
• Provide maintenance of user accounts on the PC network and other applicable systems
• Maintain and support the Institute’s IS help desk
• Answer calls and address user concerns in a helpful and courteous manner
• Provide end user support and serve as primary contact for software-related issues
• Maintain proficiency in the use of all Windows/Mac applications supported by the Institute at a level that will allow most problems to be resolved in a timely manner with the user over the phone
• Use the Institute’s problem tracking and resolution software to assign technicians to problems, track their resolution, and bring any problems not being resolved in a timely manner to management’s attention
• Maintain all documentation, statistics, reports, and/or other management information in a concise and appropriate manner, abiding by all departmental technical and operational standards
• Maintain an adequate library of support materials and documentation to assist IS users at the Institute
• Educate end users by providing the appropriate level of training for applications that are supported by the IS department

Qualifications

• CompTIA A+ certification highly preferred

Education

• High School diploma or equivalent required
• Associates degree or higher in Computer Sciences or related field preferred

Experience

• Minimum one (1) year formal information technology, desktop support, customer support, customer service, or technology management experience required
• Experience in a health care setting highly desirable

Pay

USD $40,043.12 – $66,204.53 per year