Help Desk Specialist
4 days ago
This role is responsible for providing first-tier end-user support via telephone in an ACD Help Desk Environment. The Help Desk Specialist will also provide face-to-face support to end-users as directed by the Manager, IS Operations.
Key Responsibilities:- Resolve end users' IS technology issues
- Install hardware, software, and peripherals, troubleshooting basic hardware and software problems
- Document user interactions per established procedures
- Manage and document resolutions in assigned work queue to ensure issues are resolved, and appropriate trouble ticket documentation is captured
- Recommend system and process modifications to reduce user problems and improve customer service
- Prepare status reports for all work performed per established routines and procedures
- High School Degree required, A+ certification preferred
- Minimum of 3 years of network/application support experience required
- Superior customer service skills
- Experience trouble shooting PCs and printers in a client server environment required
- Knowledge of Windows operating systems and the MS Office (Word, Excel, Access, PowerPoint, and Outlook)
- Experience with Cerner and Microsoft Great Plains desirable, but not required
- Familiarity with healthcare delivery processes a plus
Normal office environment with little or no exposure to dust or extreme temperature.
The Shirley Ryan AbilityLab is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
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