Helpdesk Support I

Mount Nittany Health•State College, PA

10d

About The Position

The Helpdesk Support I works closely with Mount Nittany Health users and Information Technology staff to provide first-, second-, and occasionally third-tier support with a strong focus on customer service, technical expertise, and timely documentation, troubleshooting, and issue resolution. The role monitors information systems—including network servers, background processes, interface engines, ancillary systems, and physical and environmental appliances—and uses appropriate software and monitoring tools to support their continuous operation. It also performs routine maintenance and daily tasks that help preserve system integrity and supports projects that improve information systems operations. The position receives general supervision from the Supervisor, Information Technology Customer Service and has no supervisory responsibilities. A high school diploma is required. A bachelor’s degree in a related field is preferred. One year of experience with current Microsoft operating systems and Microsoft Office applications in a work or educational setting is required; healthcare-environment and customer-service experience are preferred. The role requires strong communication, organizational, interpersonal, teaching, and analytical skills, Microsoft operating-system and Office abilities (excluding Access), knowledge of computer hardware, and the ability to work independently or collaboratively.

Requirements

High school diploma.
One year of experience with current Microsoft operating systems and Microsoft Office applications in a work or educational setting.
Excellent communication and organizational skills.
Strong interpersonal and communication skills, particularly when communicating between technical and clinical staff.
Excellent organizational and teaching skills.
Strong analytical and interpretive skills, including the ability to understand and adapt to changing requirements and priorities.
Strong abilities with Microsoft operating systems and Microsoft Office applications, excluding Access.
Ability to work independently and collaboratively toward stated goals.
Working knowledge of computer hardware components and terminology.
Attend scheduled departmental training and participate in other education opportunities; stay aware of current field trends.
Conduct business professionally and cordially in a manner that upholds Mount Nittany Health’s integrity and reputation.
Interest and enthusiasm for computerization and its potential to improve inter- and intra-departmental efficiency and effectiveness.

Nice To Haves

Bachelor’s degree in a related field, such as IT or Health Administration.
One year of experience in a healthcare environment.
At least one year of face-to-face or telephone-based customer-service experience.

Responsibilities

Support Mount Nittany Health users and IT staff, receiving requests by phone or online and responding according to protocol.
Resolve end-user technical problems by phone when possible; provide on-site troubleshooting when remote resolution is not appropriate or possible.
Refer unresolved technical problems to appropriate support personnel when a solution cannot be found within a reasonable timeframe.
Develop and maintain entries in the Wisdom knowledge base as assigned.
Assist with audio-visual setup across Mount Nittany Health facilities.
Image and deploy computers using designated tools.
Monitor information systems, including network servers, background processes, interface engines, ancillary systems, and physical and environmental appliances, using tools to support continuous operation.
Notify end users, on-call support personnel, or vendors about system malfunctions as required by protocol; maintain vendor dial-in records in the IT ticket system and notify the appropriate IT staff member.
Follow logical and physical access policies to maintain system security and data integrity.
Conduct backup processes according to protocol to support recovery of data and critical applications in the event of failure.
Perform scheduled operational tasks that ensure data integrity or the passage of data between systems.
Assist other IT staff with daily departmental operations and participate in assigned projects.