Help Desk Technician - IT Infrastructure and Operations

St. Peter's Health Regional Medical Center • Helena, MT

4d

About The Position

This position provides professional technical support to facility departments, external offices, and agencies by diagnosing and resolving hardware, software, network, and peripheral equipment issues. Manages Help Desk incidents and service requests from initial intake through resolution, including accurate documentation, prioritization, escalation, and closure within the ticketing system. Responsibilities include remote troubleshooting, software installation and upgrades, computer and mobile device support, network and printer troubleshooting, routine equipment maintenance, and providing technical guidance to end users. Requires strong analytical, communication, organizational, and customer service skills, with the ability to effectively manage multiple technical issues in a timely manner.

Requirements

• Strong analytical skills.
• Strong communication skills.
• Strong organizational skills.
• Strong customer service skills.
• Ability to effectively manage multiple technical issues in a timely manner.
• Education and training on data communications systems.
• Base understanding of how communications systems interact with data systems.
• Ability to troubleshoot PCs, printers and switch system problems using online tools focused on remote diagnosis and resolution.
• Interpersonal skills necessary to communicate effectively and efficiently in a courteous and considerate manner to maintain contact with hospital personnel and customers, including listening, written and verbal skills.
• Physical strength, agility, and endurance necessary for job performance such as moving and maintaining equipment.

Nice To Haves

• Experience with data communications systems.
• High School diploma or GED.
• Technical training/work experience.
• Two years progressive experience with personal computers.

Responsibilities

• Diagnosing and resolving hardware, software, network, and peripheral equipment issues.
• Managing Help Desk incidents and service requests from initial intake through resolution.
• Accurate documentation, prioritization, escalation, and closure of tickets within the ticketing system.
• Remote troubleshooting.
• Software installation and upgrades.
• Computer and mobile device support.
• Network and printer troubleshooting.
• Routine equipment maintenance.
• Providing technical guidance to end users.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED