IT Help Desk II: End-User Support & Troubleshooting

Willis Knighton Health; Louisiana (MO); On-site; USD 42,000 - 63,000; Full time

Job summary

WK Medical Center is seeking a Help Desk II to provide IT support for end users, addressing hardware, software, and network issues from Shreveport, LA. The role involves phone and remote assistance, ticket management, and collaboration with IT teams.

Strong customer service and communication skills are essential. Responsibilities include managing Active Directory/EMR access, documenting tasks, and facilitating user training sessions.

Qualifications

• Must have good customer service skills and provide support for end users and clients for IT related technical issues to include hardware, software, and network problems.
• Able to assist the callers and clients in a clear and effective manner over the phone or using remote tools.
• Proactively and independently troubleshoot and resolve moderate incidents and requests without direction.
• Manage tasks/tickets via service management tool with proper escalation of unresolved issues.
• Ensure proper recording, documentation, and closure of tasks/tickets.
• Demonstrates a solid working knowledge of applications/systems across multi-assigned areas and guides callers.

Responsibilities

• Create and maintain active/inactive users in Active Directory and multiple EMR systems.
• Collaborates with WKH IT Teams to identify and resolve issues that have resulted in application/software issues.
• Manages medium complexity projects/requests and evaluates new releases and functionality.
• Assist in training sessions for users and co-workers.
• Contributes to strategy discussions and helps make timely decisions.

Skills

Customer Service

Communication

Data Entry

Citrix Environment

VDI Environment

Microsoft Office

Windows Operating Systems

Job description

WK Medical Center is seeking a Help Desk II to provide IT support for end users, addressing hardware, software, and network issues from Shreveport, LA. The role involves phone and remote assistance, ticket management, and collaboration with IT teams.

Strong customer service and communication skills are essential. Responsibilities include managing Active Directory/EMR access, documenting tasks, and facilitating user training sessions.