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Junior Help Desk Specialist

3 months ago

Winchester, United States Blue Ridge Hospice Inc Full time

**Job Title**: Junior Help Desk Specialist

**Reports to**:Manager, IT Operations

**Blood Borne Pathogens**: Not at risk.

**FLSA**: Non-Exempt

**Revised**:04/2024

Blue Ridge Hospice works to optimize the health and well-being of those members of our community dealing with chronic or serious illness. We deliver our mission of brightening life’s journey for those individuals by bringing together the voices, expertise, and the resources to fulfill our purpose: expand access to high-quality care for our community. Our core values demonstrate a commitment to diversity where all are valued, and innovation is embraced to transform care in our community. It’s what we call “Caring for Life”.

**Position Summary**:
The Junior Help Desk Specialist provides technical support and assistance to end-users, helping to resolve IT-related issues and inquiries. This role involves responding to help desk tickets, troubleshooting hardware and software problems, and providing guidance on technical issues. The Junior Help Desk Specialist works under the direct supervision of the Manager, IT Operations, gaining hands-on experience and developing technical skills while delivering high-quality support services to internal customers.

**Essential Job Functions**:

- Assists with HelpDesk tickets and escalate to other team members/departments as needed with a customer service-oriented mindset with a focus on delivering high-quality support and assistance to end-users.
- Provides efficient, high quality technical support to internal users to ensure timely response to help desk tickets, resolution of problems, and reporting/escalation of issues related to the systems.
- Supports Technology policies and procedures of the organization by way of systems that will improve the overall operation and effectiveness of the agency.
- Ability to work effectively in a team environment and collaborate with colleagues and stakeholders to resolve issues and achieve common goals.
- Oversees and provides support for our company infrastructure and other off-site work locations.
- Participates in the development of the organization’s plans and programs. Participates in meetings and administrative duties as required.
- Willingness to learn and adapt to new technologies and processes in a dynamic IT environment.
- Possess and develop strong problem-solving skills and the ability to troubleshoot technical issues logically and methodically.
- Communicates IT project status to Manager, IT Operations.
- Competence in Business Productivity Software such as Microsoft Office, Adobe Acrobat and other software as needed and applicable.
- Respects the autonomy and right to confidentiality of all clients.
- Is sensitive to the stressors experienced by staff members in working with Hospice patients and families.
- Seeks opportunities for professional growth, including demonstrating the ability to receive constructive performance feedback.
- Must be a licensed driver with an automobile that is insured in accordance with state or organization requirements and is in good working order. Must be willing to travel the entire service area.
- Other duties as assigned.

**Physical/Sensory/Cognitive Requirements **The requirements described here are representative of those that must be met by an employee to successfully perform the essential duties of this job.
- Language Skills: Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.
- Reasoning ability: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
- Physical demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel objects, tools, or controls; and talk to hear. The employee is occasionally required to stand, walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to focus.
- Must be able to concentrate on moderate details with frequent interruptions, attend to specific functions fo