Helpdesk Support Specialist

Swope Health • Kansas City, MO

6d

About The Position

Swope Health is seeking a resourceful and dedicated Helpdesk Support Specialist to support our staff by ensuring efficient IT equipment operation throughout the organization. The Helpdesk Support Specialist monitors, troubleshoots, and corrects issues with computer operation so that end users can accomplish their daily business tasks. This includes installing, diagnosing, repairing, maintaining, upgrading all PC hardware, software and equipment to ensure optimal performance, and receiving, prioritizing, documenting, and actively resolving end user help requests in a timely and accurate fashion while providing superior customer service. If you have a passion for community-based care, join Swope Health and help shape the future of equitable, patient-centered healthcare in our region.

Requirements

• High School Diploma or equivalent
• 1 year of customer support experience in an IT environment.
• Working knowledge of Windows, MS Office, and basic troubleshooting for hardware, software, and operating systems.
• Possess detective like trouble shooting skills, is analytical and process oriented to work with our customers by providing first and second level Service desk support for both on premise and remote users.

Nice To Haves

• A Plus Certification preferred
• Linux Plus Certification preferred
• Security Plus Certification preferred
• Network Plus Certification preferred
• 1-3 years Service Desk experience preferred
• Bachelors or better in Computer Science.

Responsibilities

• Act as a single point of contact for phone calls, emails, chat and tickets from end users regarding technology issues and queries
• Listens carefully to the customer, ask questions to diagnose the nature of the problem, and then patiently walks the customer through the problem-solving steps
• Load software packages such as networking components, operating systems, and various applications
• Uses critical thinking skills to assist users in maximizing use of computing systems
• Develop, document, and conduct various training and instruction for end users on OS and other applications
• Assists with security related monitoring such as Anti Virus, patching, and other assigned tasks.
• Troubleshoot software and hardware failures and provide end-users with solutions or escalate issue
• Install hardware and peripheral components like docking stations, printers, keyboards and monitors
• Take ownership of user incidents/requests and follow up the status on behalf of the user and communicate progress in a timely manner
• Assists in creation of documentation and developing processes to assist the IT department in expanding the knowledge base of the Service Desk
• Prioritize and work on service desk tickets in the internal ticketing system and escalates incidents to escalation teams to ensure customer resolution
• Provides timely communication (oral/written) to the IT team regarding quality issues to determine acceptability or course of action
• Follows documented processes to insure tickets are created and closed promptly to meet or exceed customer expectations and department goals.
• Assists in monitoring support queues to insure SLAs are exceeded

Benefits

• Medical benefits (including a Health Savings Account option), dental and vision
• 401(k) retirement plan with company match
• Company-paid benefits such as life insurance, Accidental Death & Dismemberment, and Short- and Long-Term Disability
• Flexible Spending Account
• Paid Days Off beginning at 15 days annually.
• Nine annual company-paid holidays; One annual paid personal day

What This Job Offers

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