IT Help Desk Specialist

USA Health - Mobile, AL

Full-time

Mobile, AL

Insurance Carriers and Related Activities

About the position

The IT Help Desk Specialist at USA Health plays a crucial role in providing technical support to the user community. This position involves troubleshooting and resolving hardware and software issues, ensuring that end users receive timely assistance and support. The specialist will also be responsible for maintaining documentation and improving procedures to enhance service delivery.

Responsibilities

• Assist USA Health System user community by evaluating, troubleshooting, and resolving computer hardware/applications and software problems.
• Investigate technical problems in all applications, network, and PC support areas and escalate unresolved matters to the appropriate resource.
• Respond to end user queries by phone, email, or chat providing first level assistance and support.
• Carry out troubleshooting to determine cause/correction of user problems with applications and PC software, hardware, and/or network by walking customers through problem-solving processes.
• Assist in the education/training of end users and staff via phone, email, or chat regarding first level of assistance and support.
• Maintain appropriate documentation of incoming concerns and issues by properly escalating unresolved matters with the designated ticketing system defined by USA Health.
• Recommend procedure modifications or improvements.
• Ensure required documentation items are on help desk tickets.
• Utilize excellent customer service skills and exceed end user expectations.
• Follow up with end users for help desk level issues and ensure issues are resolved.
• Support IT events such as application go-lives.
• Regular and prompt attendance; ability to work schedule as defined and overtime as required.

Requirements

• High school diploma or equivalent.
• Two years of related experience.
• Successfully completed studies beyond the high school level from an accredited institution may be substituted on a year-for-year basis for the required experience.

Nice-to-haves

• IT Help Desk experience.
• Experience with electronic medical record (EMR) systems.
• An associate's degree with an IT focus.