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Mercy Community Healthcare

IT Helpdesk Technician

Mercy Community Healthcare


Job Summary

Mercy Community Healthcare is known for its comprehensive, compassionate treatment and is committed to improving the physical, mental, and spiritual health of both its patients and the community.
We are seeking a detail-oriented, thorough, and organized help desk employee to join our growing team. In this position, you will be responsible for providing technical assistance and support for computer systems, hardware, or software issues for a variety of departments. You will also respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. This is 85-90% client-facing and 10-15% server/backend system administration. We’re looking for someone who embraces the mission statement of Mercy Community Healthcare.

Job Responsibilities

Essential Duties   Responsibilities

Monitor and respond quickly and effectively to requests received through the IT helpdesk

Respond to customer queries by phone and email

Create step-by-step training material with screenshots for clients

Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware

Document internal procedures

Maintain daily performance of computer systems

Ask educated questions and listen to customers to determine root cause of issues

Work through the problem-solving process with customers, empowering them to do the same in the future

Run diagnostic problems to resolve problems

Clean up computers

Train incoming staff

Report significant and recurring issues to the tier-2 support team

Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems

Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to customer to ease in troubleshooting



BSc/BA in IT, Computer Science, or related field preferred.

At least 1-2 years in applied work experience as a PC Technician/Desktop Support Technician supporting Microsoft OS.

Cisco networking experience, Allworx telephony administration experience, Server administration experience (specifically with AD and GPO) is desired but not required.

Expanded knowledge, use and troubleshooting skills with all Microsoft products

Install, configure, maintain and troubleshoot Windows OS laptops and desktops (Windows 7-10)

Proven experience as a Help Desk Technician or other customer service role

Ability to diagnose and resolve basic computer/technical issues

Excellent interpersonal and communication skills

Keen attention to detail, memory of patterns, and interest in problem-solving

Additional Information



How to Apply

For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.


  • Date Posted: February 1, 2021
  • Type: Full-Time
  • Job Function: Information Technology
  • Service Area: Health (Physical, Mental)