It Help Desk Ii

Position Purpose: Provide direct end user support in the central Illinois region to ensure proper computer operations so that end users can accomplish business tasks. Assist IT team with answering helpdesk call and other user maintenance tasks.

Qualifications/basic job requirements:

• 2+ years of experience in desktop support or similar related area.
• Strong customer service skills.
• Excellent critical thinking and problem-solving skills.
• Relies on limited experience and judgment to plan and accomplish goals.
• Demonstrated experience with business productivity applications.
• Valid driver’s license.
• Proficient oral and written communication skills.
• Ability to maintain effective working relationships with management and other employees.
• Ability to solve practical problems and deal with a variety of variables.
• Provide technical support and guidance to users on-site, via email and helpdesk.

Additional Skills:

• Able to work on time driven deadlines in a high-preasure environment.
• Works under general supervision.
• Creativity solution focus problem solving.
• Uses good judgment and available information to resolve issues.
• Able to expand job responsibilities, suggest improvements, and collaborate with others to generate ideas and improve processes.
• General experience with server operating systems and networking equipment.
• General experience with Office 365 and other cloud services/applications.

Duties and responsibilities:

1. Work hours prescribed by the IT Network Manager and deemed necessary for the responsibilities.
2. Ensure responsible systems are maintained and secure.
3. Manage end user accounts, permissions, and access rights.
4. Maintain/update documentation for all responsible systems.
5. Works with IT team in the development and use of proper procedures.
6. Maintain equipment includes desktops, laptops, tablets, printers, etc.
7. Provide basic support for network and teleconferencing equipment.
8. Educate employees on the proper use of information technology resources.
9. Monitor and maintain physical and virtual IT security.
10. Monitor license compliance and report potential violations to supervisor.
11. Understand and comply with all the principles established by the Rosecrance Corporate Compliance Program, Code of Ethics and HIPAA requlations.
12. Delivered exceptional customer service consistently to every customer.
13. Serve as a role model for other staff, patients, and customers.
14. Demonstrate positive guest relations in representing Rosecrance.
15. Assume other duties and/or responsibilities as assigned by management.