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Help Desk Technician
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Job Description
Lee Health is seeking a Help Desk Support Specialist to join the Information Technology team. The Help Desk Support Specialist serves as an initial point of contact for IT Help Desk services and processes and troubleshoots and resolves simple to moderately complex user requests, questions, and issues.
The following qualifications are required:
High School diploma or equivalent
Experience troubleshooting hardware and software in a Windows environment
The following qualifications are preferred:
Associate Degree in a computer related field
Experience with healthcare software and Electronic Health Records (EHR) PLUS NOT A MUST HAVE
Technical certifications (CompTia A+, Microsoft, or related)- PLUS NOT A MUST HAVE
Equivalent combination of education and experience may be considered if applicable and must be directly related to the functions and body of knowledge required to successfully perform the job.
This position has the following supervisory responsibility:
Does not direct or supervise others.
The ideal candidate will also possess the following knowledge, skills, and abilities:
Proficiency in working with Microsoft applications.
Knowledge of Webex, and mobile technologies.
Ability to install and configure software and hardware.
Ability to actively listen, obtain information, and summarize to check for understanding.
Ability to adapt to changes in duties and assignments, work harmoniously with others, and maintain composure and professional demeanor when dealing with conflict or difficult issues.
Excellent customer service, organizational, and communication skills with emphasis on responsiveness, building trust, mutual respect, and courtesy.
Demonstrates cultural competence and commitment to supporting and promoting diversity, equity, and inclusion through work performance and professional interactions.
Duties and Responsibilities:
Provides level 1 support for EHR applications and third-party software issues.
Receives and fields initial requests for IT support via telephone, email, and Help Desk system, creates tickets, and refers questions or issues to the appropriate IT staff.
Evaluates user problems, addresses issues that can be quickly resolved, and routes or escalates Help Desk tickets to appropriate resources.
Troubleshoots and resolves user questions, issues, and concerns and utilizes remote access software to assist in troubleshooting tasks.
Effectively triages or collaborates with appropriate IT team members to resolve complex issues.
Prioritizes tasks associated with service requests according to established standards.
Provides input to the Training Department to assist in identifying training needs of department staff.
Prepares reports regarding Help Desk utilization and trends.
Processes system access requests including resetting passwords, creating user accounts, folders, groups, and file access.
Assists with installation, configuration, and troubleshooting of hardware and software.
Assists with the setup and configuration of new desktop systems.
Monitors security applications and reports concerns or issues to management.
Assists with system backups.
Assists in broadcast communication to end users regarding systems status, upgrades, equipment failures, and power outages.
Efficiently sets and manages customer expectations, ensures satisfaction with service or course of action, and follows through accordingly.
Participates in team building and service improvement activities.
Shares knowledge and serves as a knowledge resource to staff.
Travels to and from various sites.
Additional Skills & Qualifications
N/A
Skills:
Help desk support, Help desk, Customer service, epic, hospital, healthcare, Windows 10, Service desk, Windows, Technical support, Ticketing system, servicenow, agent chat, Active directory, Helpdesk troubleshooting, Microsoft office, Office 365, Vpn, Phone support, Password reset, Application support
Top Skills Details:
Help desk support,Help desk,Customer service,epic,hospital,healthcare,Windows 10,Service desk,Windows,Technical support,Ticketing system,servicenow,agent chat,Active directory,Helpdesk troubleshooting,Microsoft office,Office 365,Vpn,Phone support,Passwor
Additional Skills & Qualifications:
- Vaccine required
- This will be onsite Sunday -Wednesday 7am-7pm with every other Wednesday off
- Reporting to the Data Center at Lee Health
- 6 month contract but likely will go longer, they have interest in rolling perm but til mid 2024
- About 15,000 employees- this role supports only internal Lee Health employees to include doctors/nurses
- 400-500 calls a day split between a team of 8-10 HD Analyst
- They use ServiceNow as the ticketing system, this is a NICE to HAVE
- If they have any EPIC EMR experience that would a huge plus
- They are about to install Agent Chat so if this person has used Agent Chat that would be a huge plus as well
Interview Process- if the resume really looks good then Jessica Combs (manager) will just move to a 1 step interview with her and her team then make offer but possibly a step process .
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Job Description
Lee Health is seeking a Help Desk Support Specialist to join the Information Technology team. The Help Desk Support Specialist serves as an initial point of contact for IT Help Desk services and processes and troubleshoots and resolves simple to moderately complex user requests, questions, and issues.
The following qualifications are required:
High School diploma or equivalent
Experience troubleshooting hardware and software in a Windows environment
The following qualifications are preferred:
Associate Degree in a computer related field
Experience with healthcare software and Electronic Health Records (EHR) PLUS NOT A MUST HAVE
Technical certifications (CompTia A+, Microsoft, or related)- PLUS NOT A MUST HAVE
Equivalent combination of education and experience may be considered if applicable and must be directly related to the functions and body of knowledge required to successfully perform the job.
This position has the following supervisory responsibility:
Does not direct or supervise others.
The ideal candidate will also possess the following knowledge, skills, and abilities:
Proficiency in working with Microsoft applications.
Knowledge of Webex, and mobile technologies.
Ability to install and configure software and hardware.
Ability to actively listen, obtain information, and summarize to check for understanding.
Ability to adapt to changes in duties and assignments, work harmoniously with others, and maintain composure and professional demeanor when dealing with conflict or difficult issues.
Excellent customer service, organizational, and communication skills with emphasis on responsiveness, building trust, mutual respect, and courtesy.
Demonstrates cultural competence and commitment to supporting and promoting diversity, equity, and inclusion through work performance and professional interactions.
Duties and Responsibilities:
Provides level 1 support for EHR applications and third-party software issues.
Receives and fields initial requests for IT support via telephone, email, and Help Desk system, creates tickets, and refers questions or issues to the appropriate IT staff.
Evaluates user problems, addresses issues that can be quickly resolved, and routes or escalates Help Desk tickets to appropriate resources.
Troubleshoots and resolves user questions, issues, and concerns and utilizes remote access software to assist in troubleshooting tasks.
Effectively triages or collaborates with appropriate IT team members to resolve complex issues.
Prioritizes tasks associated with service requests according to established standards.
Provides input to the Training Department to assist in identifying training needs of department staff.
Prepares reports regarding Help Desk utilization and trends.
Processes system access requests including resetting passwords, creating user accounts, folders, groups, and file access.
Assists with installation, configuration, and troubleshooting of hardware and software.
Assists with the setup and configuration of new desktop systems.
Monitors security applications and reports concerns or issues to management.
Assists with system backups.
Assists in broadcast communication to end users regarding systems status, upgrades, equipment failures, and power outages.
Efficiently sets and manages customer expectations, ensures satisfaction with service or course of action, and follows through accordingly.
Participates in team building and service improvement activities.
Shares knowledge and serves as a knowledge resource to staff.
Travels to and from various sites.
Additional Skills & Qualifications
N/A
Skills:
Help desk support, Help desk, Customer service, epic, hospital, healthcare, Windows 10, Service desk, Windows, Technical support, Ticketing system, servicenow, agent chat, Active directory, Helpdesk troubleshooting, Microsoft office, Office 365, Vpn, Phone support, Password reset, Application support
Top Skills Details:
Help desk support,Help desk,Customer service,epic,hospital,healthcare,Windows 10,Service desk,Windows,Technical support,Ticketing system,servicenow,agent chat,Active directory,Helpdesk troubleshooting,Microsoft office,Office 365,Vpn,Phone support,Passwor
Additional Skills & Qualifications:
- Vaccine required
- This will be onsite Sunday -Wednesday 7am-7pm with every other Wednesday off
- Reporting to the Data Center at Lee Health
- 6 month contract but likely will go longer, they have interest in rolling perm but til mid 2024
- About 15,000 employees- this role supports only internal Lee Health employees to include doctors/nurses
- 400-500 calls a day split between a team of 8-10 HD Analyst
- They use ServiceNow as the ticketing system, this is a NICE to HAVE
- If they have any EPIC EMR experience that would a huge plus
- They are about to install Agent Chat so if this person has used Agent Chat that would be a huge plus as well
Interview Process- if the resume really looks good then Jessica Combs (manager) will just move to a 1 step interview with her and her team then make offer but possibly a step process .
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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