Help Desk Support Specialist

Company: ETSU Health
Location: Johnson City
Posted on: September 4, 2024

Job Description:

SUMMARY:Under the direction of the Director of Information Systems, the Help Desk Support Specialist is responsible for the troubleshooting and technical support to faculty/staff for computer hardware, software, mobile devices, telecommunications and other technology products and services. Handles requests for assistance from various sources via telephone, email, and in person. The Help Desk Support Specialist provides advice and guidance to people with varying levels of technological competency. Collaborates with other staff and leadership team members to facilitate a resolution as needed. ESSENTIAL DUTIES AND RESPONSIBILITIES:

*Include the following. Other duties may be assigned.*

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• Provide technical and troubleshooting support related to computer software, hardware, mobile devices & other technology products and tools to staff /faculty.
  
• Diagnose technology issues, resolve issues immediately or escalate to appropriate support staff by telephone, email, in person or through remote interaction with users workstation.
  
• Perform account management functions including, but not limited to, unlocking user accounts, re-enabling computer accounts, password resets, and user identity verification.
  
• Deploy software updates.
  
• Maintain strict privacy policies, following HIPAA and FERPA regulations.
  
• Remain informed about policies and guidelines, and assist with compliance.
  
• Assist in the development of technical support and procedural documentation.
  
• Assist in the maintenance of the Help Desk web presence.
  
• Document and log technical problems as appropriate.
  
• Use word processing and graphics software to format and generate a variety of complex materials including correspondence, memos, reports and presentations.
  
• Process submitted forms, confirming proper administrative approval and granting access to administrative services and file storage when appropriate.
  
• Receive and direct telephone calls for support staff members.
  
• Remain informed of technological developments.
  
• Perform other related duties as assigned
  
• Work with employees in the clinics and internal teams, from diverse backgrounds and educational levelsEDUCATION REQUIREMENTS:Associates degree preferred, with at
  least 5 years technical, customer service experienceKNOWLEDGE, SKILLS AND
  ABILITIES:
  Knowledge of
  computing functions for Windows-based PCs; basic knowledge of Mac computers.Knowledge of basic
  software packages, such as Microsoft Office products, Adobe products, content
  management systems, and learning management systems.Intermediate TCP/IP
  networking knowledge and troubleshooting skills.Ability to work with
  people of varied technological skills.Ability to design and
  develop basic technology-based instructional training materials.Ability to understand
  instructional and technical processes, products or concepts, and communicate
  them effectively to a non-technical audience.Ability to understand
  and apply general policies and procedures.Ability to work
  productively on several projects simultaneously.Ability to maintain
  confidentiality.Ability to use
  rigorous logic and methods to solve technical problems with effective solutions.Ability to demonstrate
  effective communication skills in both written and verbal formats.Possess strong
  interpersonal skills and commitment to customer satisfaction.Ability to work and
  communicate with various vendors for a number of different medical devices and
  software programs.Ability to perform
  under general supervision. Must possess a valid
  drivers license and be willing to use your personal vehicle to travel to the
  supported clinics. (Mileage will be
  reimbursed)
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  PHYSICAL DEMANDS:

  The
  physical demands described here are representative of those that must be met by
  an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to
  enable individuals with disabilities to perform the essential functions.Must be able to move
  and position into tight spaces or under desks on a regular basis.Must be able to lift
  and move equipment weighing up to 40 pounds to various locations on a regular
  basis.Must be willing to
  use personal vehicle to drive to the various clinic locations on a regular
  basis. (Mileage will be reimbursed)EOE/AA/M/F/Disability/Vet
  
  ETSU Physicians participates in E-verify.
  recblid 1z7vc5rqrr7w1iqoxe903ek1kbxoz7
  

Keywords: ETSU Health, Johnson City , Help Desk Support Specialist, Other , Johnson City, Tennessee