About the position
The IT Help Desk Specialist position at Mayo Clinic serves as the initial support contact for internal staff experiencing issues with computers and related technologies. This role is critical in troubleshooting, resolving, or escalating problems while ensuring thorough documentation of all incidents. The specialist must possess excellent interpersonal communication skills to deliver outstanding customer service in a collaborative team environment. It is essential for the specialist to explain basic concepts and procedures clearly and concisely to a diverse customer base that utilizes various in-house developed and off-the-shelf applications. Quick learning of support skills for new applications is vital for success in this role. In addition to the primary responsibilities, the Help Desk Specialist is expected to mentor and support less experienced co-workers positively. Effective time management and project management skills are also crucial for this position. The specialist will spend considerable time on the phone, requiring strong typing skills of at least 25 words per minute and excellent computer troubleshooting and problem-solving abilities. The role involves customizing operating systems, installing and configuring applications, and understanding computer-related terminology such as CPU, Internet, Networking, and Client/Server systems. Familiarity with Mayo's IT infrastructure and its alignment with patient care priorities is also necessary. The position requires authorization to work in the United States without the need for sponsorship from Mayo Clinic. The work schedule is full-time, with 8-hour shifts from Monday to Friday, and while there are no weekend shifts, employees may be required to work 1-2 holidays per year. Mayo Clinic is committed to creating an inclusive environment that values diversity and encourages applications from women, minorities, veterans, LGBTQ individuals, and people with disabilities.
Responsibilities
- Act as the initial support contact for reported issues regarding computers and related technologies from internal staff.
- Troubleshoot, resolve, or escalate problems or incidents correctly and document all actions taken.
- Provide outstanding customer service in a team-based environment.
- Explain basic concepts or procedures in a clear and concise manner to a diverse customer base.
- Quickly learn support skills for new applications.
- Mentor and support less senior or less experienced co-workers.
- Manage time effectively and demonstrate project management skills.
Requirements
- High School diploma or GED with 4+ years of experience in an IT or call center environment and 2 years in a customer service position; OR an Associate's degree with 2 years of experience in an IT or call center environment; OR a Bachelor's degree.
- Typing skills of 25+ words per minute.
- Excellent computer troubleshooting and problem-solving skills.
- Ability to customize an operating system and install/configure off-the-shelf applications.
- Understanding of computer-related terminology (CPU, Internet, Networking, Client/Server, LAN/WAN, etc.).
- Demonstrated ability to configure a PC for network connection using common networking protocols.
- Understanding of Mayo's focus on patient care and its impact on Help Desk issue prioritization.
- Ability to use call tracking software and related tools for documentation of call center operations.
- Ability to use knowledge base and other online solution resources effectively.
- Demonstrated ability to prepare new/used PC equipment for fresh installations of operating systems.
Benefits
- Competitive compensation
- Comprehensive benefit plans
- Continuing education and advancement opportunities
- Support for innovation
- Commitment to diversity, equity, and inclusion
