Help Desk Specialist (Part time - Hybrid 30 hours/week)

A Day in the Life 

30 hours per week - hours between 5am - 1am - Every other weekend work!

A Help Desk Associate works under the general supervision of the Help Desk/IS Management. This position assists customers in resolving issues during the first point of contact as well as triaging, promptly prioritizing and escalating open and unresolved problems following established escalation procedures. A Help Desk Associate will be required to provide verbal, written and interpersonal support to our customers in a customer focused, professional manner. Forms of communications will include telephone, E-Mail, voicemail, chat, and in-person support channels. This is an entry level position for individuals who have met the minimum qualifications/requirements. 

• A Helpdesk Associate assists customers in resolving issues during the first point of contact as well as triaging, promptly prioritizing and escalating open and unresolved problems following established escalation procedures. 

• A Helpdesk Associate will be required to provide verbal, written and interpersonal support to our customers in a customer focused, professional manner. Forms of communications will include telephone, e-mail, voicemail, chat, and in-person support channels. 

• Performs Help Desk functions including providing phone support, escalating calls, updating Help Desk status line, etc 

• Provide first line support for all users of Munson Healthcare systems and services in a professional, customer focused manner 

• Provides operational support of technology 

• Provides concise, timely, and detailed written documentation of activities related to service requests 

• Assists in maintaining technical documentation of department processes and procedures 

• Monitors, troubleshoots, and resolves first level issues in a network environment using established procedures; Other issues are escalated to appropriate IS Team, Analysts, or on-call staff 

• Monitors, troubleshoots, and resolves first level problems related to hardware, operating systems, applications, interfaces, and non-clinical processes in a multiplatform environment following documented procedures 

• Documents hardware and software problems when they occur, contacts the appropriate IS team or analysts, and acts as a contact person throughout the resolution process 

• Assists with installation or re-installation of PC software via remote control 

• Performs pre-defined Help Desk functions during downtime procedures, including but not limited to providing phone support, escalating calls, relaying pertinent information to command center, and updating Help Desk status line 

• Endeavour to meet the established first call resolution rate by increasing knowledge and proficiency with established systems 

• Works to assure established Team Goals are met