ON SITE - CT Specialist, IT Help Desk

Summit Health CityMD•Rocky Hill, CT

14h•Onsite

About The Position

The Help Desk Analyst is a vital function within our IT department, serving as the primary point of contact for technical support and a crucial link between our users and technology. This role is instrumental in empowering users to effectively utilize technology, while also providing valuable insights into recurring challenges that can drive systemic improvements. You will be responsible for expertly troubleshooting a diverse range of user desktop and remote access technologies, security tools, business applications, and their integration with specialized clinical devices. Equally important is the skillful application of IT automation tools for remote support, meticulous attention to ticket details, and consistent contributions to our knowledge base. We are looking for a naturally curious individual with a willingness to find smarter solutions and a reassuring, collaborative approach when assisting users who may be stressed or impatient.

Requirements

Associate's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
Minimum of 1-3 years of hands-on experience in an IT Help Desk, desktop support, or technical support role.
Required experience in Microsoft desktop operating environments (Windows 10/11) and Microsoft Office 365 applications.
Required experience with Microsoft security features, application security principles, and multi-factor authentication (MFA) troubleshooting.
Required experience supporting both remote access technologies (e.g., Citrix, VPNs) and local desktop environments.
Required experience with basic network access troubleshooting (e.g., Wi-Fi, wired connections, IP configurations).
Required experience supporting peripheral devices such as business and clinical printers, fax machines, and lab-specific devices.
Required experience with clinical and business application launch procedures and basic troubleshooting.
Required experience with mobile device integration and support (iOS, Android).
Proven technical problem-solving ability with a meticulous attention to detail and a methodical approach to diagnosing and resolving issues.
Exceptional communication skills (written and verbal), capable of explaining technical concepts clearly and patiently to non-technical users and documenting issues thoroughly.
Strong customer-service orientation, demonstrating empathy, professionalism, and a reassuring demeanor even under pressure.
Disciplined work ethic with excellent organizational skills and the ability to prioritize and manage multiple tasks in a fast-paced environment.
Curiosity and desire to learn, with a proactive approach to identifying root causes of problems and suggesting process improvements.
Ability to work effectively both independently and collaboratively within a team environment.
Strong judgment to assess issue severity and escalate appropriately.
Ability to treat all individuals (staff, patients, vendors) with respect and professionalism.

Responsibilities

Provide prompt and effective technical assistance to users for their day-to-day IT problems and service requests across various channels (electronic tickets, inbound phone calls, and occasional in-person deskside visits).
Diagnose and resolve a wide array of technical issues related to desktop environments (Windows, potentially macOS/Linux), remote access (e.g., VPN, VDI like Citrix), mobile devices, and peripheral hardware (printers, clinical devices, scanners).
Troubleshoot network connectivity issues impacting end-users, basic application functionality, and security-related incidents (e.g., multi-factor authentication, account lockouts).
Guide users through troubleshooting steps and provide clear, patient instructions.
Create and meticulously update service tickets with comprehensive, accurate notes, including troubleshooting steps, resolutions, and relevant details to ensure clear communication and support effective follow-up.
Investigate, apply, and contribute to the improvement of knowledge base articles and runbooks to facilitate efficient problem resolution and consistent support delivery.
Proactively review monitoring and alerting dashboards/logs for user-impacting trends and respond to emerging issues.
Identify recurring problems and actively propose innovative ideas and solutions for improving the technical environment, user experience, and help desk processes.
Assist colleagues and other technical staff by sharing expertise and collaborating on complex issues, fostering a team-oriented environment.
Adhere strictly to IT Help Desk operational procedures and suggest improvements to enhance efficiency and service quality.
Strive to meet defined service level targets (SLTs) and actively work with your supervisor on goal setting and achievement.
Apply sound judgment when encountering escalating problems, knowing when to involve supervisory assistance or escalate to higher-level IT teams.
Maintain a predictable schedule and attendance consistent with IT Help Desk rotation requirements.
Take initiative to continuously improve and develop technical skills through self-study and a training plan established with your supervisor.
Demonstrate a reassuring, empathetic, and collaborative style when interacting with all users, staff, and patients, ensuring a positive support experience.