Help Desk Specialist - Registry

Shirley Ryan AbilityLab•Chicago, IL

77d•Onsite

About The Position

The Help Desk Specialist will provide "Tier 1" hardware and software support for end users. Participates in network maintenance and support activities such as hardware installations, software installations, system monitoring and back-ups, establishment of user accounts, background job runs, and report deliveries. Interacts with network and application teams to restore service and/or identify and correct core problems and training needs. May work on simple applications for departmental use or participate in other projects within the organization. The Help Desk Specialist will consistently demonstrate support of the Shirley Ryan AbilityLab statement of Vision, Mission and Core Values by striving for excellence, contributing to the team efforts and showing respect and compassion for patients and their families, fellow employees, and all others with whom there is contact at or in the interest of the institute. The Help Desk Specialist will demonstrate Shirley Ryan AbilityLab Core Attributes: Communication, Accountability, Flexibility/Adaptability, Judgment/Problem Solving, Customer Service and Core Values (Hope, Compassion, Discovery, Collaboration, and Commitment to Excellence) while fulfilling job duties.

Requirements

High School Degree required
Minimum of 3 years of network/application support experience required.
Superior customer service skills.
Experience trouble shooting PCs and printers in a client server environment required.
Knowledge of Windows operating systems and the MS Office (Word, Excel, Access, PowerPoint, and Outlook).
Ability to work effectively and responsibly in a team or independently.
Ability to read, understand and implement established procedures.
Ability to drive to SRAlab remote sites in the Chicagoland area to provide end-user support
Ability to transport and move PCs, printers, and related hardware weighing up to 30 pounds.

Nice To Haves

A+ certification preferred.
Experience with Cerner and Microsoft Great Plains desirable, but not required
Familiarity with healthcare delivery processes a plus.

Responsibilities

Provide first tier end-user support via telephone in ACD Help Desk Environment.
Provide face-to-face support to end-users as directed by the Manager, IS Operations.
Resolve end users IS technology issues.
Install hardware, software and peripherals, troubleshooting basic hardware and software problems.
Document user interactions per established procedures.
Manage and document resolutions in assigned work queue to ensure issues are resolved, and appropriate trouble ticket documentation is captured.
Recommend system and process modifications to reduce user problems and improve customer service.
Prepare status reports for all work performed per established routines and procedures.
Perform all other duties that may be assigned in the best interest of the Shirley Ryan AbilityLab.