Help Desk Specialist

Mayo Clinic; Rochester (MN); Remote; USD 10,000 - 60,000; Full time

Job summary

Mayo Clinic seeks a Help Desk Specialist to provide initial support for technology-related issues from internal staff. Responsibilities include troubleshooting, mentoring, and delivering excellent customer service. Candidates should have a strong IT background and be able to communicate effectively with a diverse user base.

Benefits

Medical: Multiple plan options.

Dental: Delta Dental or reimbursement account for flexible coverage.

Vision: Affordable plan with national network.

Pre-Tax Savings: HSA and FSAs for eligible expenses.

Retirement: Competitive retirement package to secure your future.

Qualifications

• 4+ years’ experience in an IT or call center environment and 2 years’ experience in a customer service position.
• Typing skills of 25+ words per minute.
• Ability to explain concepts in an easy-to-understand manner.

Responsibilities

• Act as the initial support contact for problems regarding computers and technologies.
• Troubleshoot and resolve problems and escalate incidents as necessary.
• Mentor and support less experienced co-workers.

Skills

Excellent interpersonal communication skills

Customer service

Computer troubleshooting

Problem solving

Time management

Project management

Education

H.S / GED

Associate's degree

Bachelor’s degree

Job description

City Rochester

State MN

Remote YES

Department Mayo Clinic Platform

Why Mayo Clinic

Mayo Clinic is top-ranked in more specialties than any other care provider according to U.S. News & World Report. As we work together to put the needs of the patient first, we are also dedicated to our employees, investing in competitive compensation and comprehensive benefit plans – to take care of you and your family, now and in the future. And with continuing education and advancement opportunities at every turn, you can build a long, successful career with Mayo Clinic.

Benefits Highlights

• Medical: Multiple plan options.
• Dental: Delta Dental or reimbursement account for flexible coverage.
• Vision: Affordable plan with national network.
• Pre-Tax Savings: HSA and FSAs for eligible expenses.
• Retirement: Competitive retirement package to secure your future.
  
  

Responsibilities

The role of the Help Desk Specialist position is to act as the initial support contact for problems or other reported issues regarding computers and related technologies from internal staff. The specialist is expected to troubleshoot, resolve or escalate those problems or incidents correctly, and document all of the foregoing. Of critical importance is for the specialist to have excellent interpersonal communication skills to support the delivery of outstanding customer service in a team-based environment. The specialist must have the ability to explain basic concepts or procedures in a clear, concise, easy-to-understand manner for a large and diverse customer base who utilize a wide variety of in-house developed and off-the-shelf applications. Being able to quickly learn support skills for new applications is also very important for the specialist to be successful in this position. In addition to these basic duties, the Help Desk Specialist is expected to act as a mentor to coach and support less senior or less experienced co-workers in a positive manner. Effective time management and project management skills are expected.

Qualifications

H.S / GED and 4+ years’ experience in an IT or call center environment and 2 years’ experience in a customer service position; OR Associate's degree with 2 years’ experience in an IT or call center environment or Bachelor’s degree. Typing skills 25+ words per minute. Able to spend considerable time on the phone. Excellent computer troubleshooting and problem solving skills. Possess skilled abilities to customize an operating system. Ability to install/configure “off the shelf” applications. Understanding of computer-related terminology (CPU, Internet, Networking, Client/Server, LAN/WAN, etc.). Understand the basics of the Mayo Information Technology infrastructure and how that is used to support Mayo’s primary goals. Demonstrated ability to configure a PC for connection to a network using a common networking protocol. Understanding of Mayo’s focus on patient care and how that affects the priority of Help Desk issues. Understanding of and has demonstrated the ability to use call tracking software and related tools for documentation of call center operations. Understanding of and has displayed the ability to use knowledge base and other online solution resources. Demonstrated ability to prepare new/used PC equipment for, and perform, a fresh (scratch) install of an operating system (manually, not from an image).

Exemption Status

Nonexempt

Compensation Detail

$26.11 - $35.27 / hour

Benefits Eligible

Yes

Schedule

Full Time

Hours/Pay Period

80

Schedule Details

Monday - Friday, Normal Business Hours 100% Remote. This position may work remotely from any location within the US. 10%+ travel may be required This vacancy is not eligible for sponsorship/ we will not sponsor or transfer visas for this position.

Weekend Schedule

Not Applicable

International Assignment

No

Site Description

Just as our reputation has spread beyond our Minnesota roots, so have our locations. Today, our employees are located at our three major campuses in Phoenix/Scottsdale, Arizona, Jacksonville, Florida, Rochester, Minnesota, and at Mayo Clinic Health System campuses throughout Midwestern communities, and at our international locations. Each Mayo Clinic location is a special place where our employees thrive in both their work and personal lives. Learn more about what each unique Mayo Clinic campus has to offer, and where your best fit is.

Equal Opportunity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, protected veteran status or disability status. Learn more about the "EOE is the Law" . Mayo Clinic participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.

Recruiter

Julie Melton