Current jobs related to Helpdesk Support - Rensselaer - Healthcare Association of NYS

EOE Statement
As an Equal Opportunity / Affirmative Action Employer, HANYS actively seeks candidates who are female, minority, disabled and/or veterans and will not discriminate in its employment practices due to an applicant's race; color; creed; religion; sex (including pregnancy, childbirth or related medical conditions); sexual orientation; gender identity or expression; transgender status; age; national origin; marital status; citizenship; disability; criminal record; genetic information; predisposition or carrier status; status with respect to receiving public assistance; domestic violence victim status; status as a protected veteran; or any other characteristics protected under applicable law.

HANYS will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

Position
Helpdesk Support - Executive Assistant

Division
Healthcare Association of New York State

Description

The Healthcare Association of New York State (HANYS) is seeking a Helpdesk Support - Executive Assistant within its Information Services (IS) team. Reporting into the Senior Vice President, Information Services this position will be responsible for providing technical support coordination, vendor contract/billing support and administrative service.

This is a hybrid position based in Rensselaer, NY and applicants must live within a commutable distance from our office. This position is expected to start in October 2024. The hourly rate for this position between $25/hr. and $27/hr. Payrate offered will be based on the successful candidate's relevant experience, knowledge, skills, and abilities and in consideration of internal equity.

Key responsibilities include but are not limited to:

Help Desk Support:

• Provides triage level technical Help Desk support as defined by the Director, Operations and in accordance with IS Standards and Procedures. Triage level technical Help Desk support includes direct contact with HANYS staff and a limited group of HANYS' clients.
  1. Initial contact for almost all requests received via telephone or email. Works directly with staff and clients to gather information needed for resolution.
  2. Documents Help Desk requests using the HANYS Help Desk application and assigns the requests to the appropriate support queue.
  3. Documents non-technical solutions and applies previously identified solutions within a limited range. Makes suggestions for improvements in request management and HANYS Help Desk procedures and processes.
  4. Researches, responds to, and resolves requests. Escalates requests to level one support staff when necessary.
• Provides "triage" services to prioritize calls, resolve common/known issues, and locates appropriate technicians where needed to complete or resolve requests.
• Runs reports using Help Desk reporting software and survey tools as required.
• Tracks responses to Help Desk surveys and reports findings at the weekly Help Desk Roundtable meeting.

Project Support:

• Participates in Information Services projects within the scope of their responsibilities. Provides logistic support, communications, and, where appropriate, application testing.

Vendor Management Support:

• Maintains an active list and associated contract with costs for all Information Service Vendors.
• Ensures Information Services is billed timely and accurately as per our contracts.
• Prepares check requested for HANYS SVP, Information Services review and signature.
• Monitors the check request process so all outstanding invoices are approved and properly submitted to the accounts payable department in a reasonable time frame and per contract requirements.
• Prepares purchasing requests for Information Services purchases. Responsible for managing timely submission of purchase and associated check requests. Creates and manages a purchasing archive for Information Services. Performs tracking and follow-up on requests as needed.
• Responsible for managing Verizon Wireless account relationship: ordering cell phones, scheduling upgrades, and researching product and data service plan options. Tracks equipment receipt and returns.

Administrative Support:

• Provides all administrative and secretarial support for Information Services leadership staff. Acts as the Executive Assistant for HANYS SVP, Information Services.
• Manage the Information Services calendar (ISCAL). Tracks planned personnel events, holidays, and related scheduling items.
• Responds in a timely manner to routine requests for IS related information from other divisions.
• Reviews Information Services documents prior to release or publication to assure they are accurate and error free.
• Performs other administrative duties as assigned.

Qualifications:

• A high school diploma with at least 2 years of helpdesk or customer support desk experience or related administrative experience. Associates degree preferred. An equivalent combination of education and experience sufficient to satisfactorily perform the duties of the job may be substituted.
• Proficiency in Microsoft Office 365 and other standard industry desktop user tools (Adobe, Internet Browsers...) and utilities (VPN, Teleconferencing...), are required.
• IT Helpdesk support experience is desirable.
• Able to prioritize and handle multiple tasks in an organized and efficient manner.
• Excellent communication and organizational skills, coupled with attention to detail and customer focused skills.
• Excellent writing and proofreading skills.
• Must maintain confidentiality with the ability to work independently and as part of a team.

Position Requirements

About the Organization
HANYS is the only statewide hospital and continuing care association in New York. We are located near Albany and represent 500 not-for-profit and public hospitals, nursing homes, and other healthcare organizations. Our members are not only the largest providers of inpatient and outpatient care, and essential providers of primary care, they are among the largest employers in many communities.

We harness the power of a unified statewide membership and collaborate with regional, state, and national associations. HANYS advocates before Congress, the Governor's office, the State Legislature, and state and federal agencies. We also provide education, data analytics, quality improvement initiatives, and operational assistance to help our members navigate the complexities of healthcare reform, and achieve the 'Triple Aim' of better care, better health, and lower costs.

This position is currently accepting applications.

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