Service Desk Tier 1

Description

A non-exempt, position with the purpose of assisting in the support of the IT infrastructure. This could include ticket triage, equipment ordering, deployment and destruction, assisting the Director of IS with some daily administrative duties, assisting providers and creation of new users and providers. Job duties include but are not limited to:

• Managed Services Provider (MSP) Tickets
• Monitors these tickets to ensure they are being touched and handled in a meaningful and timely manner
• Requests updates on tickets and pushes for resolve when solutions are not met in a timely manner
• Escalates to Sys Admin or Director of IS if resolution is deemed unsatisfactory
• User Calls/Tickets/Emails
• Assists users that call/email with support needs
• Assists both MNA and CEMM staff with technology needs and questions
• Processes all IT equipment order requests through SmartSheet
• Maintains inventory items at an acceptable par level that is based on end-user utilization
• Setup of hardware for training and onboarding purposes
• Setup of workstations as needed or requested
• Ensures all offices are equipped with the basic equipment they need to be successful, things like: 
• Keyboards
• Mice
• iPads
• Monitor stands
• Stock rooms and IT closets that house equipment are organized and do not contain equipment that could be considered not useful to the practice
• Coordinates HIPAA compliant destruction of any items with hard drives; coordinates with the Accounting Department to notify them when all types of equipment is destroyed

Requirements

• High School and some secondary education or experience with EHR, PMS and Microsoft systems in a medical office setting is preferred
• 1+ years of previous experience with help desk support or similar position. 
• Any applicable certifications that can assist in accomplishing the Good Performance Defined goals are preferred. Must have valid drivers license and reliable transportation via personal vehicle
• Able to follow simple problem-solving steps for software, hardware, and applications
• Possesses confidence and skills to deal directly with end-users. Customer service focused and responsive to customers’ needs, consistent attendance, and respects confidentiality, proactive and able to work independently. MUST BE A PROBLEM SOLVER and DETECTIVE, have critical thinking skills
• Proficient in Word, Excel, PowerPoint, Outlook, Teams. Typing/Keyboard speed is at an accelerated level. Understands or has the ability to learn the basics of connecting physical computers, phones, and basic cable management. 
• Excellent phone communication skills, able to communicate effectively at all levels of the organization. Able to develop and present training materials for use in employee or owner training and staff and provider onboarding.
• Travel between office locations required frequently. In person collaboration and teamwork imperative
• Due to the support nature of this position, before and after hours will be required on an as needed basis that can include before 7:00am, after 5:00pm and occasional holidays and weekends.