Help Desk Specialist

Summary: Boone County Hospital is dedicated to improving the health and well-being of the community. They are seeking a Help Desk Specialist to provide technical support for software, hardware, and network issues to all computer users, ensuring effective communication and problem resolution. Responsibilities: - Responds to user questions and inquiries via telephone, email, web, face-to-face, and other communication methods - Enters, assigns, and tracks service requests in the on-line work-order system - Refers service issues to System Administrators and IT management - Provides technical support and solves the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software - Provides professional, courteous, prompt, and accurate support and solutions to users - Communicates, analyzes, and troubleshoots routine user problems and provides proper solutions or remedies - Properly documents problem ticket into on-line Help Desk System - Assists other IT technical staff in providing users feedback and user statistics - Establishes priorities on Help Desk tickets based on established helpdesk and departmental guidelines and procedures - Follows up and communicates ticket information to users when appropriate - Is an active and effective team member - Assists with desktop and laptop imaging and installation as needed - Assists in the operations of enterprise systems as needed - Create and updates user accounts as needed - Follows departmental guidelines and operating procedures - Works closely with senior IT staff to acquire additional technical and non-technical knowledge - Performs End User Training as needed - Must be able to effectively communicate with end users in a face-to-face encounter - Participates in on-call/afterhours rotation schedule to support 24/7/365 operation - Performs other duties as required Required Qualifications: - Knowledge of principles and operations of computer systems and related peripheral equipment - Ability to analyze and troubleshoot problems in-person or over the telephone - Ability to maintain knowledge of current technology and able to learn new technology - Proficiency with desktop operating systems including Windows 10 and 11 - Proficiency in the operation and use of personal computers, utilizing word processing, spreadsheet, and database management software programs (e.g., Microsoft Office Suite, Word, Excel, Access, PowerPoint, etc.), Internet browser, websites, and e-mail systems - Possess basic to intermediate knowledge and understanding of networking and personal computer hardware - Minimum of one year of IT support experience required - A proven aptitude in technology, with the ability to learn rapidly while retaining knowledge - Experience or aptitude in troubleshooting procedures for technology - Proven ability to communicate effectively whether on the phone or in-person - High School Diploma or equivalent required - Effectively communicate with all levels of staff, clinical staff, and physicians - Ability to communicate professionally, accurately, and effectively, both verbal and written, as well as on the telephone - Ability to understand and respond to user questions in an effective and courteous manner - Ability to convey technical procedures and directions in layman's terms - Understanding of, sensitivity to, and respect for the diverse socioeconomic, cultural, disability and ethnic backgrounds of Boone County hospitals' patients, staff, and community - The ability to keep information confidential - Must be able to de-escalate tense situations with end users Required Skills: Computer Systems Knowledge, Troubleshooting, Windows 10, Windows 11, Microsoft Office Suite, Networking Fundamentals, Personal Computer Hardware, Help Desk Ticketing Systems, End User Training, Customer Service, De-escalation Benefits: Medical Insurance, Dental Insurance, Vision Insurance, Flexible Spending Accounts (FSA), Health Savings Accounts (HSA), Life insurance, Aflac, Short-term and long-term disability coverage, Wellness program and reimbursement, Free access to Boone County Hospital’s onsite fitness room, Generous PTO Accrual Plan, Iowa Public Employees Retirement System (IPERS), Employee Assistance Program (EAP), Onsite Cafeteria