JOB TITLE: Helpdesk AssociateJOB SUMMARY: Working under the direct supervision of the IT Manager, the Helpdesk Associate will provide service to employees and systems management of the organization. They must have a basic knowledge of a diverse array of computer equipment, as well as systems and applications. The Helpdesk Associate must interact with a large and diverse customer base, follow up on issues ensuring they are fixed to the customer's satisfaction, and constantly be looking for innovative and cost-effective solutions to IT related issues. This position reports directly to the IT Manager.ORGANIZATIONAL DUTIES AND RESPONSIBILITIES
- Review and comply with regulatory standards.
- Strict adherence for privacy and confidentiality, for both patients and employees of Spectra Health
- Champion Spectra Health's organizational values of Compassion, Trust, Respect, Equity, and Inclusivity.
- Affirm Spectra Health's culture of safety by demonstrating actions and behaviors that consistently contribute to a positive and safe work environment for our employees and guests. (i.e., timely incident reporting, resolving hazards proactively, resolving privacy and security concerns, etc.).
- A positive approach to teamwork, building collaborative positive relationships throughout the organization in order to share knowledge and experience.
- Ability to work independently.
- Be part of the solution, supporting change and participating in activities to promote organizational leadership.
- Make decisions based on what's best for Spectra Health's patients.
- Attend mandatory trainings and attend at least 80% of departmental meetings.
- Adhere to all Spectra Health's policies and procedures and serves as a departmental champion of Spectra Health's Compliance Program activities.
ESSENTIAL JOB FUNCTIONS:
- Assist with systems development.
- Provide user level technical support for end users, computers, printers, etc.
- Provide user level training on daily applications used, including, but not limited to: MS Word, MS Excel, MS Outlook, MS Publisher, Adobe Acrobat, and other basic computer related skills.
- Assist with end user system updates and monitoring. Including: Patch management, spyware removal and testing, virus checking, ensuring backup of data files, etc.
- Monitor printers, copiers, and fax machines to make sure they are working properly and getting regular maintenance.
- Provide a high degree of professionalism and end user satisfaction and work well with others.
- Assist in research of new technologies and software that might be beneficial.
- Assist with technical documentation of systems and processes.
- Assist with creation and documentation of IT systems and networks.
- Assist with the creation and documentation of technical knowledge base for common issues experienced by end users.
- Provider Security monitoring of systems as required by the IT Coordinator.
- Performs other related duties as required and assigned by the IT Coordinator.
JOB QUALIFICATIONS: Required:
- Associates Degree in Information Technology (or closely related field) or relevant IT experience.
- Experience with MS Office products.
- Must have basic knowledge of current technologies available in the IT world.
- Previous experience with computer and printer maintenance and repair.
- Work independently and assist with multiple projects, priorities, and locations.
- Work under pressure with interruptions and challenging deadlines.
- Must show aptitude and desire to learn new skills on the job.
- Must demonstrate creativity and good design skills for different publications.
- Be able to communicate clearly and precisely, both orally and in writing.
- Work as a team member and to promote a positive work environment.
- Physical ability to perform essential job functions.
- Able to adapt to change and meet deadlines.
- Comprehend and apply technical information and present technical information to the general public in a non-technical manner.
Preferred:
- One to two years of experience.
- Experience with Microsoft products such as Exchange, Active Directory, Server platforms.
PHYSICAL REQUIREMENTS: The Helpdesk Associate is primarily a desk job that requires the ability to sit for long periods of time (up to 8 hours) at a desk or workstation. This position requires lifting or carrying items that would be appropriate in an office environment, not more than 100lbs. The nature of the job requires the ability to climb a ladder, or crawl under a desk.REMOTE WORK: The Helpdesk Associate is eligible for full-time or hybrid remote work. For more information about remote work please see HR Policy 1.28 - Remote Work.Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.**Spectra Health provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, or gender identity.