Location: Lake Charles,LA, USA
IT Help Desk Specialist I
DESCRIPTION OF POSITION:
* The Help Desk Specialist provides front line support to our end users. This position is entry level and has a large opportunity for advancement into multiple avenues of Information Systems. Help Desk Specialist I have a basic understanding of computer hardware and software while maintaining a high level of patience in a fast-paced environment. The position is focused on answering calls and creating tickets for the enterprise and assisting the physicians, nurses, and staff to deliver an excellent patient experience.
SUPERVISION: Reports directly to the Manager of IT Support and Operations
RESPONSIBILITIES AND DUTIES:
* Answer calls from physicians, directors, and hospital staff.
* Escalation of service requests to teams within Information Systems
* Report on critical issues and notify individuals or teams responsible
* Accurately record service metrics
* Resetting passwords, installing software, general troubleshooting
* Delivering keyboards and mice and plugging them in
* Connecting devices to the WiFi network
* Remotely support end users while on the phone
* Respond to users in a quick and timely manner to resolve application issues efficiently so work is minimally impacted
The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.
EDUCATION AND WORK EXPERIENCE
* High school graduate or equivalent
* Must be very computer literate and capable of learning computer support tasks such as resetting passwords, installing software, changing keyboards/mice, connecting PCs both desktop and laptop to our network
* Able to be certified with Cisco Duo within 30 days.
* Able to complete mandated Connectwise training within 30 days
* Strong technical writing skills and speak intelligible English
* Experience with Microsoft Office: Word, Excel, Outlook a plus
* Ability to answer phones and communicate effectively and calmly with physicians, employees, vendors, and other hospital staff in high-stress situations while multitasking to resolve issues
* Must possess a high level of patience and show a willingness to learn
Physical Demands/Work Environment
* Capable of performing light to medium duty physical tasks.
* Must be able to remain in a stationary position for 75% of the time.
* Must be able to exchange accurate information with patients, family, peers and medical personnel.
* Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Experience Memorial is more than a slogan, its the care we provide our patients and its the commitment to our community and our team members. As a nationally certified Great Place to Work, at Lake Charles Memorial Health System you will have the opportunity to be a part of an organizational culture that supports not only exceptional patient care but also the well-being and professional growth of our employees. Join us and be a part of a team where your contributions are valued, your growth is nurtured, and your success is celebrated.