IT Help Desk II

Mohawk Valley Health System; City of Utica (NY); On-site; USD 28,000 - 41,000; Full time

Job summary

Mohawk Valley Health System is seeking an on-site Help Desk Support Technician II to handle end-user requests, PC and printer troubleshooting, and simple network issues in a 24x7 healthcare environment.

The role emphasizes customer service, clear communication, and knowledge sharing while providing education and technical support to staff and on-site teams.

Qualifications

• Associates Degree or equivalent experience.
• Minimum of 2 years’ experience in a Desktop Support or Helpdesk environment.
• Knowledge of PC hardware, printers, hand held scanners and PCs. Knowledge of data communications hardware and software.
• Superb oral and written communications skills and ability to interact well with clients at all levels.
• Must possess good customer service skills and be able to provide education and technical support to other staff.

Responsibilities

• Responds to end-user phone, email, or ticket requests for support to resolve basic computer, application, system, device, security access, or performance issues.
• Provides customer support by troubleshooting technical issues with PC & printer hardware, Windows OS and simple network/wiring/wireless issues.
• Advises users on methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
• Escalates problems to appropriate levels or teams to achieve issue resolution.
• Utilizes ticket database to research, troubleshoot, track and deliver solutions.
• Update and close tickets as needed.
• Works through issues and drives them to resolution.
• Prioritizes tickets based on patient care and urgency.
• Responds to end user calls and completes tasks in a timely manner.
• Develops good relationships with customers and management throughout the organization. Communicates clearly and concisely.
• Shares knowledge and skills with other IT support staff to promote a collective knowledge base.

Skills

Customer service

Communication skills

Desktop support

Documentation

Education

Associate degree or equivalent experience

Tools

Ticketing system

PC hardware

Printer hardware

Job description

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The Help Desk Support Technician II performs both Helpdesk and IT Operations functions as needed in a healthcare system with a 24 hour, 7 days a week coverage requirement. Responsible for evaluating PC and printer troubleshooting, maintenance repair and installation, hardware and software configurations, product documentation, internet/specialty software and completing assigned projects/moves.

Core Job Responsibilities

• Responds to end-user phone, email, or ticket requests for support to resolve basic computer, application, system, device, security access, or performance issues.
• Provides customer support by troubleshooting technical issues with PC & printer hardware, Windows OS and simple network/wiring/wireless issues.
• Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
• Escalates problems to appropriate levels or teams to achieve issue resolution.
• Utilizes ticket database to research, troubleshoot, track and deliver solutions.
• Update and close tickets as needed.
• Works through issues and drives them to resolution.
• Prioritizes tickets based on patient care and urgency.
• Responds to end user calls and completes tasks in a timely manner.
• Develops good relationships with customers and management throughout the organization. Communicates clearly and concisely.
• Shares knowledge and skills with other IT support staff to promote a collective knowledge base. Seek out learning opportunities from co-workers.
• Maintains technical skills in line with current industry standards and certifications. Actively participates in continuing education, seminars/conferences, professional societies/journals and networking with other IT professionals to keep current with new developments and technology.
• Is flexible and available to come on-site for on-call duty after hours.
• Performs other duties as required.
  

Education/Experience Requirements

REQUIRED:

• Associates Degree or equivalent experience.
• Minimum of 2 years’ experience in a Desktop Support or Helpdesk environment
• Knowledge of computer technology and equipment, printers, hand held scanners and PC's. Knowledge of data communications hardware and software.
• Superb oral and written communications skills and ability to interact well with clients at all levels.
• Must possess good customer service skills and be able to provide education and technical support to other staff.
• Flexibility to work various hours due to the 24 by 7 coverage requirement.
• Ability to type proficiently on a standard computer keyboard.
• Ability to work independently with limited supervision.

Licensure/Certification Requirements

PREFERRED:

• MCP / HP / other hardware certification

Disclaimer

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.

Employee Status A1 - Full-Time

Shift Variable

Shift Hours Worked 12.00

Work Schedule HRLY NON-UNION-12 HR

Pay Range $20.00 - $30.00 Per Hour