Help Desk Tech 1 - Information Systems - FT - Day

Stormont-Vail HealthCare, Inc.; Topeka (KS); On-site; USD 38,000 - 56,000; Full time

Job summary

Stormont-Vail HealthCare, Inc. is seeking an entry-level Help Desk Tech 1 to handle desktop support and end-user inquiries in a fast-paced healthcare environment. You will assist via the Help Desk Call Center and on-site with devices, software, and access permissions.

Ideal candidates have a IT-related bachelor's degree, 1 year IT experience with CompTIA A+, and a willingness to obtain Windows certification. Travel to clinics may be required. Strong customer service skills are essential.

Qualifications

• Bachelor's degree in IT or related field.
• 1 year IT experience and CompTIA A+ Certification preferred.
• Microsoft Windows Certification preferred.
• Excellent customer service and professional demeanor.
• Valid driver's license with clean MVR.

Responsibilities

• Troubleshoot PCs, mobile devices, printers and peripherals in a timely, professional manner.
• Answer call center phones and log details into the incident management system.
• Build, deploy and install hardware & software.
• Maintain a Quality of Service score of 90 or above.
• Administer and support user access/permissions and applications.
• Provide proactive communication on issues not resolved on first call.

Skills

Customer service

Desktop support

Face-to-face support

Team collaboration

Education

Bachelor's degree in Information Technology or related

Tools

Windows OS

Incident management system

Hardware troubleshooting

Job description

Position Status:Full timeShift:First Shift (Days - Less than 12 hours per shift) (United States of America)Hours per week:40Job InformationExemption Status: Non-ExemptA Brief OverviewThe Help Desk Tech 1 is an entry level technical position responsible for a wide range of customer service and desktop support issues. A Tech 1 will primarily receive work orders from the Helpdesk Call Center. A Tech 1 attends to customer issues throughout the organization and frequently interacts face-to-face with end users at all levels. Tech 1's are required to assist the Helpdesk Call Center in phone duty during times of high call volume or as needed.Education QualificationsBachelor's Degree Information technology or a related degree. PreferredExperience Qualifications1 year IT experience and CompTIA A+ Certification. PreferredMicrosoft Windows Certification for current supported Operating System. PreferredSkills and AbilitiesDemonstrate a professional, courteous demeanor at all times as an ambassador of the Help Desk. (Required proficiency)Knowledgeable of Stormont-Vail HealthCare standard hardware equipment, software applications, and supported vendors. (Required proficiency)An ability and willingness to learn hardware and software products supported within Stormont-Vail HealthCare. (Required proficiency)Licenses and CertificationsDrivers License - DMV Current Valid Driver’s License and Clean MVR with 3-year baseline and annual MVR review. RequiredWhat you will doApply technical expertise to troubleshoot PCs, mobile devices, printers, and peripherals in a timely, professional manner. Follows all call protocols and troubleshooting procedures documented in the Help Desk Manual.Answers call center phones as required and logs incoming calls/voice messages/e-mails/faxes with detail into the incident management system. Logs all incoming calls/voice messages/e-mails/faxes with detail into the incident management system. Respond to customer requests as needed, whether on hospital grounds or remote clinics.Build, deploy and install hardware & software.Maintain a Quality of Service individual score of 90 or above.Details assigned tickets with comprehensive actions, next steps, and resolution.Follows all asset & inventory control protocols.Administer and support user access/permissions, enterprise and 3rd party applications.Proactive customer communication to keep them informed on issues that did not meet first call resolution, in a timely manner.Prioritize and manage tasks and responsibilities, take initiative and work well in a team environment.Travel Requirements10%Required for All JobsComplies with all policies, standards, mandatory training and requirements of Stormont Vail HealthPerforms other duties as assignedPatient Facing OptionsPosition is Not Patient FacingRemote Work GuidelinesWorkspace is a quiet and distraction-free allowing the ability to comply with all security and privacy standards.Stable access to electricity and a minimum of 25mb upload and internet speed.Dedicate full attention to the job duties and communication with others during working hours.Adhere to break and attendance schedules agreed upon with supervisor.Abide by Stormont Vail’s Remote Worker Policy and will review and acknowledge the Remote Work Agreement annually.Remote Work CapabilityOn-Site; No RemoteScopeNo Supervisory ResponsibilityNo Budget Responsibility No Budget ResponsibilityPhysical DemandsBalancing: Occasionally 1-3 HoursCarrying: Occasionally 1-3 HoursClimbing (Ladders): Rarely less than 1 hourClimbing (Stairs): Rarely less than 1 hourCrawling: Occasionally 1-3 HoursCrouching: Occasionally 1-3 HoursDriving (Automatic): Rarely less than 1 hourDriving (Standard): Rarely less than 1 hourEye/Hand/Foot Coordination: Frequently 3-5 HoursFeeling: Occasionally 1-3 HoursGrasping (Fine Motor): Frequently 3-5 HoursGrasping (Gross Hand): Frequently 3-5 HoursHandling: Frequently 3-5 HoursHearing: Occasionally 1-3 HoursKneeling: Occasionally 1-3 HoursLifting: Occasionally 1-3 Hours up to 50 lbsOperate Foot Controls: Occasionally 1-3 HoursPulling: Occasionally 1-3 Hours up to 50 lbsPushing: Occasionally 1-3 Hours up to 50 lbsReaching (Forward): Occasionally 1-3 Hours up to 50 lbsReaching (Overhead): Occasionally 1-3 Hours up to 50 lbsRepetitive Motions: Occasionally 1-3 HoursSitting: Frequently 3-5 HoursStanding: Occasionally 1-3 HoursStooping: Occasionally 1-3 HoursTalking: Occasionally 1-3 HoursWalking: Occasionally 1-3 HoursPhysical Demand Comments:The vision requirements include: close vision, ability to distinguish color.Working ConditionsBurn: Rarely less than 1 hourChemical: Rarely less than 1 hourCombative Patients: Rarely less than 1 hourDusts: Occasionally 1-3 HoursElectrical: Occasionally 1-3 HoursExplosive: Rarely less than 1 hourExtreme Temperatures: Rarely less than 1 hourInfectious Diseases: Rarely less than 1 hourMechanical: Occasionally 1-3 HoursNeedle Stick: Rarely less than 1 hourNoise/Sounds: Occasionally 1-3 HoursOther Atmospheric Conditions: Rarely less than 1 hourPoor Ventilation, Fumes and/or Gases: Occasionally 1-3 HoursRadiant Energy: Rarely less than 1 hourRisk of Exposure to Blood and Body Fluids: Rarely less than 1 hourRisk of Exposure to Hazardous Drugs: Rarely less than 1 hourHazards (other): Rarely less than 1 hourVibration: Rarely less than 1 hourWet and/or Humid: Rarely less than 1 hourStormont Vail is an equal opportunity employer and adheres to the philosophy and practice of providing equal opportunities for all employees and prospective employees, without regard to the following classifications: race, color, ethnicity, sex, sexual orientation, gender identity and expression, religion, national origin, citizenship, age, marital status, uniformed service, disability or genetic information. This applies to all aspects of employment practices including hiring, firing, pay, benefits, promotions, lateral movements, job training, and any other terms or conditions of employment.Retaliation is prohibited against any person who files a claim of discrimination, participates in a discrimination investigation, or otherwise opposes an unlawful employment act based upon the above classifications.