Help Desk Specialist - Full Time First Shift

Valley Health System • Winchester, VA

1d

About The Position

Under minimal supervision, the Help Desk Specialist troubleshoots computer systems problems and provides solutions using product knowledge, system utilities and other available resources.

Requirements

• At least four years of experience in Help Desk/Technical support is required.
• Knowledge and experience with current PC hardware, Windows XP, Microsoft Office 2003/2007 is required.
• Knowledge and experience with Microsoft Active Directory, Exchange, and VPN is required.
• Information Technology Infrastructure Library (ITIL) Foundations certification is required within six months of hire.
• Ability to work and train team members as required.
• Ability to participate in after hours and weekend support as required for special projects.
• Ability to multi-task in a stressful and fast paced environment.
• Ability to handle difficult customers in a positive, courteous and confident manner.
• Ability to communicate technical solutions to a non-technical VHS customers.

Nice To Haves

• College/Technical AA degree is strongly preferred.

Responsibilities

• Follows established policies, procedures, operating instructions and processes to provide the highest quality customer support to Valley Health System (VHS) customers via telephone and in-person.
• Logs, properly documents, and prioritizes all calls in HEAT.
• Maintains working knowledge of all Help Desk related policies, procedures, applications, current hardware, basic network configurations through on-going training and self-initiated research and study.
• Demonstrates a consistent sense of urgency on high priority open issues to ensure a timely resolution.
• Ensure timely follow-up on all assigned open HEAT tickets.
• Works and trains team members as required.
• Participates in after hours and weekend support as required for special projects.
• Communicates technical solutions to a non-technical VHS customers.

Benefits

• A Zero-Deductible Health Plan
• Dental and vision insurance
• Generous Paid Time Off
• Tuition Assistance
• Retirement Savings Match
• A Robust Employee Assistance Program to help with many aspects of emotional wellbeing
• Membership to Healthy U: An Incentive-Based Wellness Program
• Valley Health also offers a health savings account & flexible spending account for childcare, life insurance, short-term and long-term disability, and professional development.
• In addition, several perks come with working for the largest employer in the region, such as discounts to on-campus dining, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree