Job Description

Job Description

Job Description

General Information:

Job title: IT Help Desk Support

Schedule: Full-time, 80 hours per pay period; Monday-Friday 8:00am-4:30pm

Weekend rotation: Every other weekend rotation

Holiday rotation: Every other holiday rotation

Position Summary:

The IT Help Desk Support position provides first-level technical support for IT-related matters such as issues with computer hardware, applications, network and operating systems via phone, email or work order ticket system as well as enroll/help MBMC patients with Patient Portal via phone and email support so that MBMC staff and patients can accomplish what they need to do.

Position Responsibilities:

• Provide user support by managing security access and resolving technical issues.
• Assist with New Employee Orientation and train new staff on IT systems and access.
• Respond to Help Desk calls and emails by performing first-level troubleshooting or escalating issues as needed.
• Resolve support tickets via phone, email, in-person, or remote sessions; document resolutions and follow up to ensure issue is resolved.
• Manage Mile Bluff Patient Portal support, including patient enrollment, password resets, and updating user information such as name changes and proxy accounts.
• Maintain the ticketing system by assigning tickets, updating status notes, and communicating with IT staff to ensure timely resolution; identify and track recurring issues.
• Create and manage user accounts across systems such as Active Directory, Meditech, Exchange Admin Center, Howie, and Imprivata; reset passwords, unlock accounts, and provide user training when needed.
• Perform additional duties and support tasks as assigned.

Position Requirements:

• High school diploma or equivalent preferred.
• 1+ years of related work experience preferred.
• Exceptional accuracy and attention to detail required.

Knowledge, Skills, & Abilities

• Expert proficiency with computers is required.
• Excellent analytical, problem-solving, and teamwork skills.
• Self-starter with excellent interpersonal communication and problem-solving skills.

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