Helpdesk Support Specialist I

As a Help Desk Support Specialist Level I, you will be part of an energetic team of professionals who are committed to providing superior service. We are seeking a dynamic and collaborative professional who has a real desire to help people, is passionate about IT, possess detective like trouble shooting skills, is analytical and process oriented to work with our customers by providing first and second level help desk support for both on premise and remote users. This includes installing, diagnosing, repairing, maintaining, upgrading all PC hardware, software, and equipment to ensure optimal performance, and receiving, documenting, and actively resolving end user help requests in a timely and accurate fashion while providing superior customer service.

Successful Candidate will have: 

• 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
• Assisting with the setup of desktops, laptops, and peripheral units
• Load software packages such as networking components, operating systems and various applications following documented procedures
• Use your critical thinking skills to assist users in maximizing use of computing systems
• 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
• Track issues to resolution using SHS’ ticket management system
• Work on service desk tickets in our internal ticketing system
• Escalates incidents to escalation teams to ensure customer resolution
• Follows documented processes to ensure tickets are created and closed promptly to meet or exceed customer expectations and department goals. 

Education/Qualifications 

• High School Diploma or equivalent
• One year of customer support experience, preferably in an IT environment. 
• 1-3 years’ Service Desk experience preferred
• Should have working knowledge of Windows and Microsoft Office 365
• Healthcare industry experience preferred, but not required

About Swope Health Services:

Each year, Swope Health serves over 45,000 patients, encompassing more than 200,000 visits in four counties on both sides of the state line. Our team members are proud of the work we do and the promise we've made – delivering coordinated care that values the needs of the whole person and championing better health in our community.

Swope Health is a special place that cares for the people who need it most, wherever they are in the community. As part of our promise to battle health inequities and provide high-quality, comprehensive care, we make care visible. That means we proudly deliver our promise through every action, every day.

Swope Health Services supports its team members with:

• 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 12 days annually, effective the first day of employment
• Eight annual company-paid holidays; One annual paid personal day

Swope Health is an affirmative-action, equal-opportunity employer. We consider all qualified applicants without regard to race, color, creed, religion, gender, national origin, age, marital status, veteran status or disability.