Help Desk Specialist

Help Desk Specialist - We Serve. We Grow. We Achieve.

MISSION: To provide clinical excellence with outstanding patient experience while ensuring that all members of the community have access to quality, comprehensive, patient-centered health care.

COMPANY INFORMATION:

As a federally qualified health center (FQHC) we serve all people with quality healthcare, dignity, and respect. We envision a seamless health care delivery system that is proactively responsible for the medical, dental and psychosocial needs of underserved individuals, children and families residing in Kalamazoo County.

POSITION SUMMARY:

The Help Desk Specialist provides end-user, first-level contact support for software, hardware and various computer-related systems. This position demands a range of skills to successfully investigate, diagnose and troubleshoot technical issues, and to implement solutions to resolve all issues and ensure long-term effectiveness.

DUTIES AND RESPONSIBILITIES:

• Provide tier one technical support to end-users, including but not limited to onboarding process for new users, maintain user personal computers and maintain computer network systems with necessary upgrades and configurations.
• Assist in the deployment and maintenance of IT infrastructure including workstation, servers, peripherals and networking infrastructure.
• Test the systems on a regular basis to ensure quality and function.
• Install or modify software, as recommended or prescribed, for new hardware and various computer-related systems, and address new software or hardware issues with the current systems as needed.
• Report on improvements and solutions made, as well as any setbacks.
• Create, edit and update IT documentation including but not limited to training manuals, software deployment and installation documentation, and checklists, for new and updated software, hardware and various computer-related systems.
• Train IT team and other staff members in troubleshooting and problem diagnosis.
• Address customer inquiries and issues through approved communication channels, provide technical assistance, and implement feasible, sustainable solutions.
• Follow thru with issues to ensure complete resolution of customers’ problems.
• Demonstrate the ability to analyze common complaints and issues, and follow thru to implement recommended or prescribed solutions that will best meet the organization’s needs.
• Participates in staff meetings, planning meetings and other meetings as needed.
• Other duties as assigned.

QUALIFICATIONS:

• Comprehensive knowledge of computer systems, PC repair, and network management.
• Strong technical skills, along with excellent analytical and problem-solving capabilities.
• Proficiency with handling Tier I support tickets.
• Excellent written and verbal communication skills.
• Dedicated to delivering exceptional customer service and experiences, with a keen sense of task prioritization, stakeholder management, budget considerations, and time management.
• Strong interpersonal and organizational skills.

EDUCATION/EXPERIENCE/CERTIFICATIONS/LICENSES:

• Bachelor's degree in Computer Science or Information Management Systems is preferred, with 1-2 years of relevant experience.
• Familiarity with Active Directory, Group Policy, Azure, SQL Server, and Exchange 365.
• Previous experience in support desk and desk side support is desirable.

Family Health Center has the right to modify the duties and functions of the job description based on the needs of the organization.