Mercy Community Healthcare
IT Helpdesk Technician
Mercy Community Healthcare
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.
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
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)