IT Help Desk Support I - Occasional - Variable

$37,440 - $60,320/Yr

Valley Health System - Utica, NY

Full-time - Entry Level

Utica, NY

Religious, Grantmaking, Civic, Professional, and Similar Organizations

About the position

The Help Desk Support Technician I plays a crucial role in the IT department of a healthcare system that operates 24/7. This position is responsible for both Helpdesk and IT Operations functions, ensuring that technical support is available to staff and users at all times. The technician will handle a variety of tasks including troubleshooting and maintaining PCs and printers, performing hardware and software configurations, and documenting product information. The role requires a proactive approach to resolving issues and completing assigned projects or moves within the organization. In this position, the technician will respond to requests for support via phone, email, or ticketing system, addressing basic computer, application, system, device, security access, or performance issues. The technician will provide customer support by diagnosing technical problems with PC and printer hardware, Windows operating systems, and basic network issues. Clear communication is essential, as the technician will advise users on steps to resolve issues and prevent future occurrences, while also providing necessary documentation. The technician will utilize a ticket database to research, troubleshoot, track, and deliver solutions, ensuring that tickets are updated and closed as needed. Prioritization of tickets based on patient care and urgency is critical, and the technician must respond to end-user calls and complete tasks promptly. Building strong relationships with customers and management is key, as is sharing knowledge with other IT support staff to enhance the collective knowledge base. Continuous learning and maintaining technical skills in line with industry standards are also important aspects of this role, as is the flexibility to be available for on-call duty after hours. Other duties may be assigned as required.

Responsibilities

• Responds to end-user phone, email, or ticket requests for support to resolve basic computer, application, system, device, security access, or performance issues.
• Provides customer support by troubleshooting technical issues with PC & printer hardware, Windows OS, and simple network/wiring/wireless issues.
• Advises users on methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
• Escalates problems to appropriate levels or teams to achieve issue resolution.
• Utilizes ticket database to research, troubleshoot, track, and deliver solutions.
• Updates and closes tickets as needed.
• Works through issues and drives them to resolution.
• Prioritizes tickets based on patient care and urgency.
• Responds to end-user calls and completes tasks in a timely manner.
• Develops good relationships with customers and management throughout the organization.
• Communicates clearly and concisely.
• Shares knowledge and skills with other IT support staff to promote a collective knowledge base.
• Seeks out learning opportunities from co-workers.
• Maintains technical skills in line with current industry standards and certifications.
• Actively participates in continuing education, seminars/conferences, professional societies/journals, and networking with other IT professionals to keep current with new developments and technology.
• Is flexible and available to come on-site for on-call duty after hours.
• Performs other duties as required.

Requirements

• Associates Degree or equivalent education.
• 0-1 year of experience in a computer field or equivalent environment.
• Knowledgeable in computer technology, equipment, hardware, and software.
• Ability to communicate effectively over the phone and in written documents.
• Flexibility to work various hours due to the 24/7 coverage requirement.
• Ability to type proficiently on a standard computer keyboard.

Nice-to-haves

• IT certification or coursework.
• Knowledge of or experience with Epic.