Help Desk IT Technician

Willis-Knighton Health System - Shreveport, LA

Full-time - Entry Level

Shreveport, LA

Hospitals

About the position

The Help Desk IT Technician at WK Medical Center is a vital role within the Data Processing department, responsible for providing exceptional customer service and technical support to end users and clients. This position requires a proactive approach to resolving IT-related issues, which may encompass hardware, software, and network problems. The technician will assist users effectively, utilizing both phone and remote tools to ensure a seamless support experience. In addition to direct support, the Help Desk IT Technician will manage tasks and tickets through a service management tool, ensuring that all issues are properly recorded, documented, and closed. Unresolved issues will be escalated to the next level of support as necessary, maintaining a high standard of service delivery. The technician will also be responsible for creating and maintaining user accounts in the Active Directory System and various Electronic Medical Record (EMR) systems, which is crucial for maintaining the integrity of user access across the organization. Collaboration is key in this role, as the technician will work cross-departmentally with all teams within Willis Knighton Health. This collaborative effort ensures that all IT support needs are met efficiently and effectively. The Help Desk IT Technician may also be assigned additional duties by the Director of the Information Technology Department and the Customer Solutions Manager, reflecting the dynamic nature of the position. Overall, this role is essential for maintaining the operational efficiency of IT services within the medical center.

Responsibilities

• Provide support for end users and clients for IT-related technical issues, including hardware, software, and network problems.
• Assist end users and clients effectively over the phone or through remote tools.
• Manage tasks and tickets via a service management tool, ensuring proper escalation of unresolved issues.
• Ensure proper recording, documentation, and closure of tasks and tickets.
• Create and maintain active/inactive users in the Active Directory System and multiple EMR systems.
• Collaborate cross-departmentally with all Willis Knighton Health teams.
• Perform other duties as assigned by the Director of the Information Technology Department and the Customer Solutions Manager.

Requirements

• Good customer service skills.
• Strong communication skills.
• Experience with data entry.
• Familiarity with Citrix and VDI environments.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Access, Publisher).
• Knowledge of Windows Operating Systems.
• Experience with Meditech Expanse.