IT Help Desk Specialist - SSO Information Technology - USA Health Shared Services

USA Health • Mobile, AL

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About The Position

The IT Help Desk Specialist supports the USA Health System user community by evaluating, troubleshooting, and resolving computer hardware, application, and software problems. The role provides first-level assistance to end users by phone, email, or chat, identifies causes and corrections for technical issues, and escalates unresolved matters to the appropriate resource using USA Health’s designated ticketing system. The specialist also helps educate end users and staff, maintains complete ticket documentation, follows up to confirm issues are resolved, and recommends improvements to procedures.

The position supports IT events such as application go-lives and completes mandatory department, educational, and hospital requirements. Employees must adhere to current infection control and safety standards, maintain regular and prompt attendance, work the defined schedule and overtime as required, and perform related duties as assigned. Employees in a regular position working at least 20 hours per week (0.50 FTE or greater) qualify for benefits.

Requirements

• High school diploma or equivalent and 2 years of related experience.
• Studies completed beyond high school may substitute on a year-for-year basis for the required experience.
• A comparable combination of education and experience may substitute for the stated requirements.

Nice To Haves

• Associate’s degree with an IT focus.
• IT Help Desk experience.
• Experience with electronic medical record (EMR) systems.

Responsibilities

• Evaluate, troubleshoot, and resolve computer hardware, application, and software problems for the USA Health System user community.
• Investigate technical problems involving applications, networks, and PC support, and escalate unresolved issues to the appropriate resource.
• Respond to end-user queries by phone, email, or chat, providing first-level assistance and support.
• Troubleshoot application, PC software, hardware, and network issues, including guiding customers through problem-solving processes.
• Assist with educating and training end users and staff through phone, email, or chat.
• Document incoming concerns and issues and escalate unresolved matters using USA Health’s designated ticketing system.
• Recommend procedure modifications or improvements.
• Ensure required documentation is included on help desk tickets.
• Provide excellent customer service and exceed end-user expectations.
• Follow up with end users and ensure help desk-level issues are resolved.
• Support IT events such as application go-lives.
• Complete mandatory department, educational, and hospital requirements.
• Adhere to current infection control and safety standards.
• Maintain regular and prompt attendance; work the defined schedule and overtime as required.
• Perform related duties as assigned.

Benefits

• Employees in a regular position working 20 hours or more per week (0.50 FTE or greater) qualify for benefits.

What This Job Offers

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