IT Help Desk

Summary The Help Desk Support candidate will provide first-level support to all employees seeking answers to questions or issues around all technical needs. This role will field support requests by phone, email or web to provide better and immediate support to employees having issues. Candidate will work with other IT team members to coordinate schedules, escalate cases and provide additional assistance as needed. Child and Family Services recognizes the power in Diversity and believes that Equity is a Human Right. Child & Family Services carefully considers a wide range of factors when determining compensation including, but not limited to, prior experience, education, certification(s), license(s), skills and expertise, location, internal equity and other factors that are job related and consistent with business need. Our goal is to support, reward and compensate the entire individual. Depending on role eligibility, your offer may include a bonus or other incentives. Therefore, final offer amounts may vary from the amount stated. Job Responsibilities & Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Serve as the first point of contact for the Information Technology department’s Electronic Health Record (EHR) and Technical teams using phone or electronic ticket systemTriage employee technical issues by asking questions and documenting information pertaining to staff concernsPerform troubleshooting using diagnostic techniques to resolve common and Level 1 technical issuesEscalate cases which require admin-level access, custom configurations, database edits, or server/network changesUtilize excellent customer service skills when triaging employee issuesLead creation of new hire accounts in all 3rd party and on-premises systemsLead creation of new hire accounts in all EHR environmentsLead terminations of employee accounts in all 3rd party and on-premises systemsLead terminations of employee accounts in all EHR platforms and related integrationsAssist both EHR and Technical teams with any ongoing projects as neededRecording all interactions involving technical assistanceFollow-up and updating staff ticket statusesManage Help Desk tickets in a timely manner and meet all SLA’sFollow-up with employees to ensure issues are resolvedWatch for issue trends and report to Director of ITRun diagnostics to resolve customer reported issuesMaintain inventory system Other duties as assigned Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.