Help Desk Specialist II - Digital Technology Services

The Help Desk Specialist II provides in-depth desktop support to Deaconess Health System. The individual will be expected to troubleshoot, diagnose and resolve complex PC and network problems. In addition, this individual will be responsible for the following: provide training for other Information Services staff members in hardware and software troubleshooting, maintaining the Help Desk tracking software, and providing assistance to the Help Desk Supervisor as needed.

• Job Duties include the following, other duties may be assigned:
• Responsible for providing PC Desktop hardware and software support to Deaconess Health System users.
• Works to maintain and improve the deployment of IT leased hardware.
• Address any maintenance upgrades required.
• Able to work to standards and document efforts.
• Ability to work independently and prioritize incidents and requests based upon customer needs.
• Demonstrates a strong sense of teamwork, professional appearance, solid oral communications and excellent customer service skills.
• Maintains accurate asset tracking inventory.
• Utilizes and helps to maintain Help Desk tracking software.
• Utilizes and adheres to Change Management procedures.
• Provide technical support, including routine maintenance and/or problem investigation/resolution for installed applications as assigned.
• Develop Subject Matter Expert (SME) capabilities for applications and/or technologies as assigned.
• SME responsibilities differ depending on the application but always include consulting regarding application operation, application performance monitoring/optimization, and coordination of vendor support.
• Analytical and problem solving skills.
• Assists in developing and improving the Help Desk’s productivity and customer service rating.
• Ability to answer the ACD telephones and respond accurately and courteously to customer inquiries.