Service Desk Technician

HIMSS; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

HIMSS seeks a dedicated IT Support Technician to facilitate technical support for staff and external customers. The role involves managing hardware, software, and support requests, and requires three years of professional experience in a structured IT environment. Join HIMSS and contribute to transforming healthcare through technology.

Benefits

Wellbeing programs

Emphasis on continuous learning

Qualifications

• Minimum three years in Help Desk/Service Desk or Desktop Support.
• Experience with mobile devices and printers.
• Ability to travel to support satellite offices.

Responsibilities

• Provide technical support for computers and mobile devices.
• Manage end user equipment like laptops and monitors.
• Coordinate employee account provisioning and security.

Skills

Basic Networking Knowledge

Microsoft Windows 10

Microsoft Office 365

Excellent communication skills

Creativity and initiative

Tools

Crowdstrike Anti-Virus Software

Dell Laptop and Lenovo Hardware

Microsoft InTune

Zoom Meeting

Slack

Job description

At HIMSS, we are a catalyst for change in the health and wellness ecosystem. As one of the largest and most experienced global healthcare associations, it is our responsibility to lead this revolution. Our mission is to reform the global health ecosystem through the power of information and technology. Our staff, nearly 300 world-wide, are vital to achieving that mission. We are looking for team members who are curious to ask “What if…?” and have the tenacity to fight for the change we believe in. Join HIMSS to be part of the transformation of health and wellness.

This position is to provide primary technical support to the client systems (computers, peripherals, mobile devices, printers/MFP’s, etc.) and access for HIMSS staff and external customers. The computer assets are supported and managed through the lifecycle of procurement, deployment and decommission. The role will be responsible for logging all support requests and resolutions in a ticketing/knowledge base system and following up with customers to confirm issue resolution.

Essential Functions:

• Computer hardware and software installation, troubleshooting and configuration. Telephony installation and troubleshooting. End-User support and training for HIMSS standard applications.
• Coordinate employee account provisioning responsibilities for domain and application security during the Onboard/Offboard process.
• Manage day to day end user equipment such as laptops, monitors, and docking stations.
• Expected to keep a small ready to deploy inventory at home.
• Assist in the daily administration of the asset management activities.
• Act as a “one-stop-shop” and central focal point in IT for all customer requests to be routed through. If the nature of the customer IT request is out of scope for this role, then the Infrastructure Specialist will be responsible for escalating the request to the proper IT department/individual for processing.
• Investigate and resolve computer software and hardware problems of users.
• Receive telephone calls from users having problems using computer software or inquiring how to use specific software, such as spreadsheet, graphics, database, printing, word processing, e- mail and operating systems.
• Plan and manage the installation of new local workstations, the upgrade of workstations and the resolution of hardware and software problems that users may create or experience on the workstations.
• Maintain the HIMSS intranet, ensure the quality and integrity of posted items and train staff on its functions and how to access and use it.
• Protect the network and individual workstations from virus contamination via an aggressive protection/detection program that includes, but is not limited to installation, maintenance and periodic updating of virus scanning software.
• Proactively monitor and assure that all workstations/laptops are running the most recent service packs and security hot-fixes (once they have been tested).
• Contact outside vendor technical support when a service issue involves out of house repair or a known product flaw that has a solution.
• Monitor unresolved problems. Communicate with supervisor and report unresolved problems.
• Educate HIMSS staff as to how to access/use their computer workstations and shared applications/devices that are available via the network

What you will need to be successful:

• A minimum of three (3) years of professional experience working in a structured IT environment. A minimum of three (3) years of experience focused in either a Help Desk/ Service Desk or Desktop Support Technician. A minimum of three (3) years maintaining laptop and desktop hardware/software, printers/MFP’s, mobile devices.
• Knowledge and experience supporting:
• Basic Networking Knowledge (DHCP, DNS, TCP/IP)
• Basic Understanding of Virtualization
• Dell Laptop and Lenovo Hardware Support
• Microsoft Windows 10, Microsoft Office 365 applications and administration
• Microsoft InTune, Microsoft SharePoint/OneDrive Online
• Mobile Devices – Android and iOS (iPhone and Samsung Phones)
• Anti-Virus Software - Crowdstrike
• Network and Local Printers (also MFP’s) such as Canon, HP, and Xerox.
• Slack
• Zoom Meeting and Zoom Webinar
• Excellent communication skills, both verbal and written, are necessary.
• Creativity, initiative and follow through are essential in order to be able to perform the duties as described
• Must also demonstrate a sense of urgency, take initiative, sense of ownership of their work, strong team player, constant desire to improve, positive attitude, and willing to learn and experience a new environment.
• Ability to travel as needed to support satellite offices and HIMSS customer conferences.

Why we love HIMSS, and why you will, too:

• Diverse, collaborative and winning team environment.
• Wellbeing programs to support all of your emotional, physical and financial needs.
• Emphasis on continuous learning and development.

Together, we’ll do amazing things for healthcare.

HIMSS is an Equal Opportunity Employer: Vets/Disabled

About the company

The Healthcare Information and Management Systems Society is an American not-for-profit organization dedicated to improving health care in quality, safety, cost-effectiveness and access through the best use of information technology and management syst...

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