Help Desk Specialist - IT

Jordan Valley Health•Springfield, MO

About The Position

The Help Desk Specialist is a multi-functional customer service-oriented individual that both provides and coordinates technical support responses for internal users in a timely, efficient, accurate and kind manner. This position answers users’ questions, provides first tier support, solves basic technical problems, replaces/deploys hardware, uses discretion to prioritize ticketing assignment and completion, and appropriately dispatches team members to fulfill task needs. The primary goal is to assure internal user (customer) relationships and value are well-maintained to the standards set forth by Jordan Valley Health.

Requirements

Bachelor’s degree in computer-related field is preferred; appropriate experience may be substituted.
3 years of experience in a technical support specialist role responding directly to customer requests is preferred.

Nice To Haves

Comp TIA A+ Certification is a plus; Microsoft certification is a plus.

Responsibilities

Models, facilitates, and monitors end-user (customer) service standards to assure excellence in interactions, technical responses, and administrative supports; utilizes Jordan Valley’s Bee the Difference (HONEY) customer service framework.
Utilizes proactive communication to prepare end users and manage expectations; models preferred service and communication standards for other team members.
Respond to queries either in person, over the phone, by email, or via ticketing system; ask questions to determine nature of problem; may create help/service tickets on behalf of end users as appropriate to assure capture of task requests.
Provide first level contact and convey possible resolutions to customer issues; track, route and redirect problems to correct resources and coordinates/monitors response; utilize discretion to address, assign, and/or escalate unresolved queries to the next level of support.
Provide trouble-shooting, technical assistance, and support for incoming queries and issues related to computer/technology systems, software, and hardware utilizing diagnostic techniques; gather additional information from users to assure a descriptive problem summary is provided to team to plan for appropriate response.
Assist with creating training materials and training users; uses accessible and approachable instructional language to direct users; guide users through problem-solving process utilizing a variety of questions to gather information.
Install, modify, and repair computer hardware and software as assigned; assists team with inventory logs and tracking of equipment assignments.
Communicate to technology team members and end users regarding status/progress of help tickets; follow up with customers to ensure issue has been resolved and to collect satisfaction feedback.
Solicit feedback from customers about technology needs and use; recommends solutions as appropriate for end users to meet job needs and/or share information and recommendations with technology teams.
Provide mass communication to users regarding network outages, planned maintenance, or scheduled upgrades; provides updates at appropriate intervals to keep users apprised of developments.
Create user accounts for various organizational applications following JV’s approval protocol; unlock and reset accounts as appropriate.
Provide weekly reporting on help ticketing analytics to include ticket types, response times, resolution length, and responsible team member.

Benefits

Medical and Prescription Drug Coverage: Three comprehensive plan options (Buy-up, Base, and High Deductible) through UnitedHealthcare's Choice Plus network, covering various deductibles and out-of-pocket limits. Includes access to telemedicine services via Teladoc.
Health Savings Account (HSA): Available for employees in the High Deductible Plan with employer contributions and tax advantages.
Flexible Spending Account (FSA): Options for both healthcare and dependent care FSAs, allowing pre-tax contributions for qualified expenses.
Dental and Vision Coverage: Dental insurance through Cigna’s DPPO network and vision coverage through EyeMed’s Insight network.
Retirement Plan: Pre-tax and Roth 403(b) retirement plans with a 5% employer match starting after 30 days of employment.
Life and Disability Insurance: Basic Life and AD&D insurance provided at no cost, with the option to purchase additional coverage. Long-term and short-term disability insurance are also available.
Employee Assistance Program (EAP): Free confidential support for personal and professional challenges, including counseling and crisis intervention.
Additional Voluntary Benefits: Options for critical illness, accident, hospital care, and pet insurance through MetLife.
Pay on Demand Available
Holidays: Nine paid holidays per year.