Help Desk Support Specialist

WES Health System•Philadelphia, PA

17h

About The Position

The Help Desk Support Specialist will be responsible for providing user support on a variety of different issues. This individual will identify, research, and resolve technical problems. The person occupying this position will also be responsible for tracking, monitoring, and documenting problems to ensure timely resolution. This position acts as the primary point of contact for WES users (employees or Independent Contractors) facing technical difficulties. This role blends technical troubleshooting with customer service to ensure hardware and software systems operate efficiently.

Requirements

Technical Proficiency: Strong understanding of operating systems (Windows, macOS, iOS), office suites (Microsoft 365, Google Workspace), and basic networking (TCP/IP).
Soft Skills: Exceptional patience, active listening, and verbal/written communication skills are essential for dealing with frustrated users.
Problem-Solving: The ability to use diagnostic tools and logical reasoning to identify root causes and implement effective solutions.
High school diploma or equivalent
Knowledge of Windows networks, Active Directory, Microsoft Operating systems, and the full Microsoft Suite of desktop products required.
FBI clearance, criminal history check and child abuse history clearance required.
Valid driver's license is required.
Strong problem-solving and diagnostic skills.
Excellent customer service and communication (verbal & written).
Patience and ability to deal with frustrated users.
Proficiency with IT tools (ticketing systems, remote access, Active Directory).
Knowledge of operating systems (Windows/Mac) and common software (SHAREFILE, OUTLOOK, EMR/MEDICAL RECORDS, DYNAMICS, ZOOM, ETC)
Ability to learn and adapt to new technologies.

Nice To Haves

MCP Certification preferred.
College degree required in lieu of MCP Certification.
MCSE Certification is highly preferred.
Certifications: Frequently requested credentials include CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator.

Responsibilities

User Support: Respond to inquiries and resolve technical issues for internal employees or external clients.
Site Visits: Routine site visits to handle site specific issues.
Troubleshooting: Diagnose and fix problems with computers, peripherals, applications, and network access.
Communication: Provide clear, simple instructions and walk users through solutions.
Ticket Management: Log, track, route, and resolve support tickets in a timely manner.
Documentation: Record interactions, update customer data, and Open/Close tickets on our ticketing system.
Escalation: Escalate unresolved or complex issues to higher-level IT staff.
Installation & Maintenance: Perform basic hardware/software installations, upgrades, and repairs.
Follow-up: Ensure problems are fully resolved and users are satisfied.
Perform other duties and special projects assigned.