IT Help Desk Specialist II

EveryStep
Des Moines, IA

Description

Provides support services and effective efficient assistance to the IT department and employees in a manner consistent with established administrative, ethical, legal and regulatory policies and procedures. Understands customer service and strives to serve the employees.

Responsibilities:

Responsible for screening and routing calls to appropriate team, working within Help Desk ticketing system (SysAid), assists in maintaining and inventorying department supplies and equipment, and other duties as notified.

Answers user inquiries regarding IT policies, attempts to assist inquiries and direct them to the appropriate source for further clarification.

Responsible for the assignment of new employee technology and regularly participates in the onboarding of new employees during new hire orientation.

Acts as the primary point of contact for all direct care employees to troubleshoot devices, networks, cell phones or other technology systems in the course and scope of day-to-day responsibilities. Assists with basic IT troubleshooting, such as password reset, reviewing or establishing profile settings, instructional directions, etc. Reviews/escalates other requests and distributes to appropriate support staff, according to priority, schedules and specialties. Reviews requests by targeted completion date and follows-up with assigned staff, if necessary.

Maintains a tracking mechanism for service requests, including manually entering verbal or other submitted requests.

Gathers new user equipment and technology as instructed. Includes preparing packet of essential components, including but not limited to, IT acknowledgements and user reference guides, computer bags, cables, chargers, etc. Maintains inventory or cataloguing system.

May be asked to participate, when needed, in the on-call schedule in support of 24/7 operation. Understands the protocols of urgency and immediacy of actions necessary during non-traditional hours of operation. Notifies other leadership teams, if necessary.

Assists in the development of training materials and procedures. Works with the IT team to keep policies updated and distributed to applicable parties. Partners with other administrative teams to maintain integrity of IT policies throughout the organization.

Cross-trains with other IT positions to assist in special projects or other assigned tasks.

Qualifications:

Associates degree required with emphasis on Information Technology

Experience in help desk environment required

Strong computer knowledge, including familiarity with various operating systems and basic hardware functionality

Knowledge of general office practices, procedures and equipment

Exhibits strong customer service philosophy and team player tendencies

Ability to maintain confidentiality, organize and prioritize activities, use own initiative, good judgment and dependability

Ability to effectively communicate orally and in writing

Ability to work with accuracy and exercise good proofreading skills

Must have valid driver's license, auto liability insurance and reliable transportation if driving is required

Successful completion of pre-employment physical, drug screen, 2-step TB test and background check

Working Conditions:

Physical requirements: Light work, sitting most of the time, exerting up to 20 pounds of force frequently, and/or a small amount of force constantly to move objects.

Physical activities: Climbing, Kneeling, Reaching, Pushing, Talking, Hearing, Repetitive motions, Crouching, Standing, Pulling, Stooping, Crawling, Walking, Lifting, Fingering (picking, pinching, typing, etc.), Grasping (applying pressure with fingers and palm), Visual acuity (field of vision for analyzing data, viewing computer, using measurement devices, operating machines, determining accuracy or neatness, and/or making general observations)

Environment: Work is primarily performed in a climate controlled environment with minimal safety/health hazard potential

Time: Work hours based on patient-driven census model

Travel: Required between locations

To apply please click on the following link:

https://secure.entertimeonline.com/ta/6146157.careers?ApplyToJob=201642753

IT93

Job Type: Full-time

Experience:

Help Desk: 1 year (Required)

Education:

Associate (Required)

Posted on : Mon, 11 Feb 2019 15:50:41 GMT

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