Helpdesk Support I

Mount Nittany Health•State College, PA

10d

About The Position

The Helpdesk Support I works closely with Mount Nittany Health (MNH) users and Information Technology staff to provide first-, second-, and occasionally third-tier support. The role emphasizes customer service, technical expertise, timely responses, documentation, troubleshooting, and resolution of technical or administrative issues. It also monitors MNH information systems—including network servers, background processes, interface engines, ancillary systems, and physical or environmental appliances—and uses appropriate software and monitoring tools to help ensure their continuous operation. The position performs routine maintenance and daily tasks that support information system integrity and contributes to organizational projects that improve system operations. The position receives general supervision from the Supervisor, Information Technology Customer Service and has no supervisory responsibilities. It requires a high school diploma and at least one year of experience with current Microsoft operating systems and Microsoft Office applications in a work or educational setting. A related bachelor's degree, healthcare experience, and customer service experience are preferred.

Requirements

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

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

Provide support to MNH users and IT staff, responding to requests received by phone or online according to protocol.
Resolve end-user technical problems immediately by telephone whenever possible; troubleshoot on-site when remote resolution is not possible and appropriate.
Refer unresolved technical problems to the appropriate support personnel when a solution cannot be found within a reasonable timeframe.
Use Helpdesk support tools, including SCCM, Bomgar, KACE System Deployment Appliance (k2000), KACE System Management Appliance (k1000), Active Directory, NEWT, Recover Keys, and the IT ticketing system.
Develop and maintain entries in the Wisdom knowledge base as assigned.
Assist with audio-visual setup across MNH facilities.
Image and deploy computers using designated tools.
Monitor the performance of MNH information systems, including network servers, background processes, interface engines, ancillary systems, and physical or environmental appliances.
Use software and monitoring tools to help ensure continuous operation of critical MNH information systems.
Notify end users, on-call support personnel, or vendor support personnel about system malfunctions when required by protocol, and maintain vendor dial-in records in the IT ticket system.
Notify the appropriate IT staff member when vendor dial-in access is used.
Comply with logical and physical access policies to maintain system security and data integrity.
Perform routine maintenance and daily tasks that support information system integrity.
Conduct backup processes, as directed by protocol, to support recovery of data and critical applications in the event of failure.
Perform scheduled operational tasks that ensure data integrity between systems or the passage of data between systems.
Assist with daily IT department operations and participate in assigned projects that enhance MNH information systems.
Perform related and miscellaneous duties as assigned.