It Helpdesk Associate​ - Entry Level

About The Academy:
The Health Management Academy (THMA) brings together health system leaders and innovators to collectively address the industry’s biggest challenges and opportunities. By assisting executives in cultivating peer networks, understanding key strategic trends, establishing pragmatic partnerships, and developing next-generation leaders, our members are better positioned to lead industry transformation.
The Health Management Academy offers a dynamic atmosphere with significant opportunities for employees. If you are interested in contributing to a member-centric, creative, and collaborative workforce while deeply influencing top leaders and institutions in healthcare, THMA could be the right place for you!
Position Summary:
Reporting to the IT Manager,the Helpdesk Technician works to provide support and maintenance for IT-related issues in order to execute the company’s technical initiatives. The Helpdesk Technician will troubleshoot end-user technology issues,perform root cause analysis, and provide resolution of desktop hardware and software problems.
Primary Job Duties:

• Respond to employees’ questions and perform equipment maintenance activities in a timely and efficient manner to maximize availability to employees
• Configure and Provision Laptops for new hires. Set up workstations with laptops and necessary peripheral devices (monitors, docks, surge protectors, etc.)
• Utilize the ticketing system (FreshService) to respond to employee questions and ticket submissions promptly
• Ensure tickets are triaged to the correct team member for handling
• Work with vendors such as Dell and Ameritel to ensure parts are acquired and repairs are made in a timely manner
• Ensure workstations, printers, and conference room technology are running at optimal performance by performing regular maintenance and OS software updates and patches
• Ability to notice user trends and work with IT Manager and other stakeholders to address and mitigate risk
• Troubleshoot and maintain all equipment in assigned area(s)
• Provide education and training in office technology (e.g., MS Office Suite) and other software applications as needed
• Maintain accurate inventory records on all IT equipment
• Evaluate equipment performance and recommend changes and upgrades as appropriate
• Provide AV Support for onsite Member Events
• Assist IT Manager with AV equipment maintenance
• Other duties as assigned

Minimum Qualifications:

• Bachelor’s Degree required
• Interest in the Healthcare Industry
• 1-2 years of experience in technical support is preferred

Interpersonal Skills & Attributes:

• Technical aptitude
• Collaborative
• Customer-focused
• Team approach to working with others, ability to perform a variety of duties within any workday, and organizational skills from planning to execution of tasks and projects
• Process-oriented with the ability to drive a project to completion
• Attention to detail with full commitment to ensuring user issues are fully resolved
• Ability to work independently and as a team member
• Self-directed and resourceful
• Excellent communication and client facing skills
• Excellent organizational skills

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. While performing the duties of this job, the employee is required to talk and hear. Specific vision abilities required by the job include close vision and distance vision and the ability to work with screens or monitors for prolonged periods of time. This position is primarily a sedentary job where the team member will be seated for the majority of the day.
Notice of Equal Opportunity Employment:
The Academy is committed to providing equal employment opportunities to all persons regardless of age, color, national origin, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, The Academy will provide reasonable accommodations for qualified individuals with disabilities. The Academy’s goal is for our people to reflect the communities in which we live and serve and to ensure the representation of women, people of color, veterans, and individuals with disabilities in our organization.
Compensation:
Pay starts at $50,000 and up based upon experience per year plus benefits

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